1. Service Strategy Principles
Introduction to the core concepts and practices in Strategy and organisation applied to Service Management and IT. You will understand:
- The logic of value-creation within the context of the ITIL Service Lifecycle
- Capabilities and resources
- Service provider types, and be able to choose between the types
- Dynamics of a service model based on the concept of value networks
- Strategic perspectives, plans, positions and patterns as applied to service management and IT in their own organisation
2. Defining Services and Market Spaces
Internal marketing, business development, and opportunity analysis. You will:
- Develop formal definitions of services suitable for planning and execution across the Service Lifecycle
- Indentifying, classifying and dissect business outcomes of customers and relating them to customer assets and service assets
- Break down of services into customer outcomes, service assets, utility and warranty elements
- Defining market spaces, identifying opportunities for new or changed services, and visualising services as configurations and patterns
3. Conducting Strategic Assessments
Process of conducting strategic analysis with respect to customers, market spaces, and existing capabilities of a service provider. You will be able to:
- Identify and rank the strategic assets of an organisation based on actual performance or the potential for serving particular customers or market spaces (internal or external).
- Identify critical success factors and degree of alignment of existing services, capabilities, and strategies with customer’s business.
- Explore business potential within existing customers and in adjacent market spaces through analysis of patterns within Service Catalogue, business strategy of customers, and environmental factors such as business trends, technological innovation, and regulatory compliance.
4. Financial Management
inancial management and investments applied to Service Management. You will understand, describe, identify, demonstrate, apply, distinguish, produce, decide and analyse:
- Service valuation
- Financial modelling
- Service provisioning and analysis
- Business impact analysis
- Funding the Service Portfolio and phases of the Service Lifecycle and defining expectations or return on investments
5. Service Portfolio Management
Portfolio management concepts, methods, and principles applied to Service Management. You will understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyse:
- Service Portfolio Management, methods, and processes related to service management and services
6. Managing Demand
Demand Management, profiling, segmentation, and service packaging strategies to effectively serve different types of customer needs and business activity patterns.
You will be able to:
- Identify challenges and opportunities in fulfilling demand for a particular customer or market space
- Develop a high-level strategy for demand management that can be supported by capabilities across the Service Lifecycle.
- Analyse demand with respect to customer outcomes, patterns of business activity, and user profiles. Sources of demand and capacity within the Service Catalogue and Service Pipeline.
- Define Core Service Packages and Service Level Packages.
- Understand and outline the role of Product Manager and Business Relationship Manager.
7. Driving Strategy Through the Service Lifecycle
How Service Strategy is implemented through tactics and operations framed by the Service Lifecycle. You will be able to:
- Describe how Service Strategy is driven through and informed by other elements of the Service Lifecycle
- Develop policies and constraints for Service Design that will encode strategic objectives and customer needs.
- Define requirements for Service Transition to act on behalf of Service Strategy in reducing costs and risks as service progress through the Lifecycle.
- Develop tactical plans for the Service catalogue to be effectively hosted by Service Operation phase, with adjustments by customers and contracts.
- Identify and qualify opportunities for improvement across the Service Portfolio and Service Lifecycle, and the need for modifying strategic positions and plans.
8. Critical success factors and risks
ritical success factors and risks that determine the viability of strategic positions and plans. You will be able to:
- Understand the role of organisation development and sourcing as critical success factors. Also able to assist senior management in drafting related policies.
- Appreciate the use of automation and tools to meet strategic objectives through the framework of service management. Also able to assist senior management in drafting related policies.
- Estimate or predict the benefits and risks from factors such as complexity, coordination, intangible assets, and total cost of utilization (TCU).
- Appreciate and mitigate various types of risks across the Lifecycle and high-level approaches for mitigating risks.
9. Summary and Exam Preparation
This unit will summarise the material covered in the previous units and prepare delegates for the examination.