ITIL® Service Lifecycle Service Strategy

Design and Develop effective strategies

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

About Jersey

Jersey officially the Bailiwick of Jersey is a Crown Dependency of the United Kingdom located near the coast of Normandy, France. Jersey was part of the Duchy of Normandy, whose Dukes went on to become kings of England from 1066. When Normandy was defeated in the 13th century by the Kings of England, and the title of ducal surrendered to France, Jersey and the other Channel Islands remained attached to the crown of English.

Origin of the name

The Channel Islands are mentioned in the Antonine Itinerary as the following: Andium, Sarnia, Caesarea, Silia, and Barsa, but Jersey cannot be identified specifically because none corresponds directly to the present names.The name Caesarea has been used as the Latin name for Jersey (in French Césarée) since William Camden's Britannia and is used in titles of associations and institutions today.

History of Jersey is influenced by its tactical location between France’s north coast and the England’s south coast; the island's recorded history extends over several years. There is a Palaeolithic site known as La Cotte de St Brelade that was occupied before rising sea levels; it turned Jersey into an island. Jersey was a centre of all Neolithic activities, as it is proven by the concentration of dolmens.

Politics

The States building in St. Helier

Jersey has a unicameral legislature of the States of Jersey. It includes 51 elected members: 10 senators (elected on an island-wide basis), 12 Connétables (also called as 'constables', heads of parishes) and 29 deputies (representing constituencies), all elected for four-year terms as from the October 2011 elections. There are five nonvoting members appointed by the Crown: the Bailiff, the Dean of Jersey, the Attorney General, the Lieutenant Governor of Jersey, and Solicitor General.

International identity

In 2007, the UK Lord Chancellor and the Chief Minister signed an agreement that established a framework for the development of the international identity of Jersey.

In 2011, the Chief Minister selected one of his assistant ministers to take responsibility for external relations; presently he is known as the island's 'foreign minister'.