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 Sunderland

Sunderland

Sunderland also referred as Sunderland A.F.C, Tyne and Wear. It is located on River Wear in England. Sunderland comprises of the neighbouring towns like Washington and Houghton-le-Spring as well as city. Sunderland is referred as UK Parliament Constituency from 1832 to 1950. Sunderland A.F.C is a professional football team.

History

The population of Sunderland was 146,000 during 1901. First electric trams started in Sunderland in 1900. However in the 1940s and 195-s electric trams were replaced by buses. Last trams ran in Sunderland in 1954. Sunderland Technical College was opened in 1901. In 1904 Bede Memorial was raised and in 1907 Commissioners offices were built. In 1907 Empire Theatre was also opened. In 1909 Barnes Park was opened. Backhouse Park in 1923. Thompson Park in 1933. In 1902 Roker Breakwater was built and South Breakwater in 1914.

Boundaries of Borough were extended in 1928 to include Southwick and Fulwell. In 1929 New Wear Bridge has been constructed. A general hospital was opened in 1929. In 1934 was Deep Water Quay was opened. Council started slum clearance in Sunderland in 1930s. New council houses were built to replace the old slums located in Ford Hall, Marley Pots and Leechmere. During Second World War 267 people were killed due to German bombing. About 1000 houses were destroyed, and about 3000 got damaged. In 1967 boundaries of Sunderland were extended to include Silksworth, South Hylton, Herrington, Ryhope and Castletown. In 1969 Sunderland Polytechnic was founded and was made university in 1992. In 1970 civic centre and the new town hall was built. In 1973 new Police station has been constructed.

In 1973 Monkwearmouth Station Museum was opened. In 1974 North East Aircraft Museum was founded and new General Hospital was opened in Sunderland in 1978. Sunderland suffered in the 1930s when third of the men were unemployed. During 1950s Joblessness lowered and in 1980s unemployment returned. In late 20th century, Sunderland’s coal mining declined rapidly. After 1986 no more coal was exported. New industries replaced the old ones. Sunderland is well known for its car making industry. Other industries in Sunderland include electronic engineering, papermaking, mechanical engineering and textiles. Sunderland was made a city in the year 1992. In 1995 Sunderland Library and Arts Centre was opened. In 1997 Stadium of Light was opened and in 1998 National Glass Centre was opened. In 2002 Tyne and Wear Metro was expanded to Sunderland. In the beginning years of 21st century, Sunniside area was regenerated. Sunderland Aquatic Centre was opened in 2008. Now the population of Sunderland is 275,000.