ITIL® Service Lifecycle - Service Strategy

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Introduction
Course Details
Course Content
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A Quick Glance

Meet organisational needs by effectively designing organisational services
Learn how the different phases of ITIL® Service Lifecycle interacts with each other
Our help and support team is always available to handle the queries of the delegates
Delivered by highly qualified and certified instructors
Pentagon Training’s ITIL® courses are fully accredited by PeopleCert
Get clear picture of the topic with real-world examples

ITIL® Service Lifecycle - Service Strategy is the first stage of ITIL® Service Lifecycle. It provides guidance on how to design, develop and implement IT Service Management. This helps the delegates to understand how to develop strategies to give more benefit to the business. While making strategies, the organisation identifies its market, where they want to target and make their presence better in the market.

Pentagon Training’s ITIL® Service Lifecycle - Service Strategy training focuses on the processes, policies, methods and techniques of the service strategy phase of the ITIL® Service Lifecycle.

Who should take this course

ITIL® Service Lifecycle - Service Strategy course is targeted for the following:

Availability Managers
Service Portfolio Manager
Service Level Manager
Capacity Manager
Business Continuity Manager

Prerequisites

Individuals who want to attend this course must have ITIL® Foundation Certificate.

Get to know about roles and responsibilities within the Service Strategy
Identify the metrics to measure performance of service strategy
Discover the principles, purpose and objective of service strategy phase of the ITIL® Service Lifecycle
Identify various risks and challenges associated with the service strategy

Exam(s) included

Certificate

Key Learning Points

Tutor Support

Course Overview

Service Strategy helps IT organisations to continually improve and develop for a longer period of time. During the training, you will learn to manage the activities and processes of service strategy phase of the service lifecycle. The delegates will get to know about which type of services should be offered to which type of customers to have more profit. The aim of ITIL® Service Strategy is to decide on a strategy to serve clients. Our trainer will help the delegates to have a clear picture of the subject.

Following are some major processes of ITIL® Service Strategy phase of service lifecycle:

Service Management for IT Services

Once Service Strategy for the organisation has been defined, strategy management is responsible for ensuring the strategy implementation. Assess the service offerings, competitors, capabilities as well as current and potential market spaces for the service provider to develop a strategy to serve customers.

Service Portfolio Management

Service Portfolio Management includes managing the service portfolio. It ensures that the supplier has the right mixture of services for meeting required outcomes of the business.

Financial Management for IT Services

Financial Management for IT services includes the budgeting, accounting and charging requirements of the service providers.

Demand Management

Demand Management involves capacity management for ensuring that the supplier has enough capacity to meet the demand of the customer.

Business Relationship Management

Business Relationship Management includes a positive relationship with the customers. It identifies the needs of existing and potential customers and ensures that appropriate services are developed to meet their requirements.

Exam

The delegates will have to pass an examination that will be conducted at the end of the training to measure the level of knowledge or understanding attained during the course. The exam will be of 8 Scenario based Multiple Choice Questions (MCQ’s), each question has four options, one has to select one correct answer out of it. Your performance will be measured by the number of correct answers you attended.

You will need to have 7o percentage marks to clear the exam. Our experienced trainer will help the delegates to have a deep understanding of the subject.

The exam will be of 90 minutes, and you need to complete all questions within that time only. No extra time will be provided for any reason.

The language used in the exam would be English. Selection of language depends upon the comfort of the trainer.

All details regarding exam will be provided during the training before the exam. If you still have some query, you can contact our help and support team anytime.

Course Content

Introduction to Service Design

Overview of Service Design
Key concepts and terminologies
Scope and objectives of Service Design
Service Design Processes
Service Design value
Basics of Service Design
Inputs and Outputs of Service Design

Principles of Service Design

Overview of Principles
Service Composition and four Ps
Major aspects of Service Design
Benefits of taking balanced approach to Service Design
Service and Business requirements
Design Activities and its Constraints
Principles of Server-Oriented Architecture
Service Design Models

Introduction to Design Coordination Process

Define Design Coordination Process
Scope and Objective
Business value
Key concepts and terminologies
Input, output, methods and activities
Interfaces of process
CSFs and KPIs
Risks and Challenges
Roles and Responsibilities

Introduction to Service Catalogue Management Process

Define Service Catalogue Management Process
Scope and Objective
Business value
Basic concepts and terminologies
Input, output, methods and activities
Interfaces of process
CSFs and KPIs
Risks and Challenges
Key Service Management Roles

Introduction to Service Level Management Processes

Define Service Level Management Processes
Scope and Objective
Business value
Key concepts and terminologies
Input, output, methods and activities
Interfaces of process
CSFs and KPIs
Risks and Challenges
Key Service Management Roles

Introduction to Supplier Management Process

Define Supplier Management Process
Scope and Objective
Business value
Basic concepts and terminologies
Key, output, methods and activities
Interfaces of process
CSFs and KPIs
Risks and Challenges
Key Service Management Roles

Introduction to Availability Management Processes

Define Availability
Scope and Objective
Business value
Key concepts and terminologies
Input, output, methods and activities
Interfaces of process
CSFs and KPIs
Risks and Challenges
Key Service Management Roles

Introduction to Capability Management Process

Define Capability Management process
Scope and Objective
Business value
Key concepts and terminologies
Input, output, methods and activities
Interfaces of process
CSFs and KPIs
Risks and Challenges
Key Service Management Roles

Introduction to IT Service Continuity Management Process

Define IT Service Continuity Management process
Scope and Objective
Business value
Key concepts and terminologies
Input, output, methods and activities
Interfaces of process
CSFs and KPIs
Risks and Challenges
Key Service Management Roles

Process of Information Security Management

Overview of Information Security Management
Scope and Objective
Business value
Key concepts and terminologies
Input, output, methods and activities
Interfaces of process
CSFs and KPIs
Risks and Challenges
Key Service Management Roles

Introduction to Organising Service Design

Define Organising Service Design
Functional Role Analysis
RACI Matrix in designing process
Functions within Service Design stage
Business Impact Analysis

Introduction to Technology and Implementation Analysis

Process Implementation Practices
Generic requirements for Technology
Applying evaluation criteria for technology and processes
Plan and implement Service Design Management Technologies

ITIL® Service Lifecycle- Service Strategy Enquiry

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Reach us at +44 1344 961530 or info@pentagonit.co.uk for more information.

About Bolton

The name Bolton originates from bothl-tun with the name Boelton being first used in 1185 AD. The town acquired different names such as Bothelton and Boulton, and finally Bolton (1307). The towns motto means “overcome difficulties”.

Bolton is located in North West England. Since the 14th century it was one of the largest and most productive centers of cotton spinning in the world due to the settlement of Flemish weavers. It reached its zenith in the beginning of the 20th century. However, towards the fag end of the 20th century, the scenario changed. The cotton industry came to an end virtually if not physically.

The various smaller towns and villages around Bolton form the Metropolitan Borough of Bolton.

History

Bolton, part of Lancashire, came up as a small settlement in the moorland and was known as Bolton le Moors. At the time of the English Civil War, it was a political outpost in a staunchly Royalist region. This resulted in an attack by 3,000 Royalist troops led by Prince Rupert of the Rhine in 1644. 1,600 residents were killed and 700 taken prisoners in what came to be known as the Bolton Massacre.

Transport

Bolton is connected by local road as well as national routes. The A6 is a major north–south trunk road that passes to the west. The A666 dual carriageway, is an offshoot from the M61/M60 motorway interchange. The M61 has three dedicated stops.

Bolton is served by a network of local buses coordinated by Transport for Greater Manchester. The bus station on Moor Lane was scheduled to be replaced by a new interchange in the town centre by the end of 2014, at a cost of £48 million.

Bolton Interchange was served by Virgin West Coast trains passing through Manchester Piccadilly station. Managed by Northern, the station is part of a town-centre transport interchange. It provides services to many stations are operated by TransPennine Express and Northern trains.

Sports

Bolton is home to various sports such as Football, Hockey and Cricket. Bolton Wanderers F.C. play football in the English League club. The Bolton Wanderers was formed in 1874 and they played at Burnden Park for 102 years. In 1997, it moved to the Reebok Stadium. The club has won four FA Cups, the last one being in 1958. The club has 73 seasons in the top division of the English league – most by any team.

Bolton Hockey Club has men and women in its teams and there are junior as well as regular teams with more than 120 playing members. The town also has two local cricket leagues, the Bolton Cricket League, and the Bolton Cricket Association.