ILSS: ITIL Intermediate Module - Service Strategy | IT Training & Certification | Info Trek
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ILSS: ITIL Intermediate Module - Service Strategy

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RM 3800.00
  1. 28 Hours
  1. HRDF SBL Claimable
  2. Certificate of Attendance available
  3. 90 days of access from date of activation
  1. 4 Days
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ILSS: ITIL Intermediate Module - Service Strategy

AUDIENCE

This course is targeted for IT Managers, IT staff and process owners, Application Project and Business Managers directly involved in IT, any member of an IT organization in delivery of IT services; and existing holders of the ITIL v3 Foundation certificate who want to gain in-depth knowledge and understanding of the service strategy stage of the ITIL v3 service lifecycle

METHODOLOGY

This program will be presented via interactive lecture and practical hands-on activities

COURSE OBJECTIVES

Upon completion of this program, participants should be able to :

  • Lead discussions on Service Strategy
  • Define services and market spaces
  • Conduct strategic analysis
  • Apply financial management
  • Manage demand
  • Drive strategy through the service lifecycle
  • Understand critical success factors and risks

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Modules

Service Strategy Principles
This unit introduces the candidate to the core concepts and practices in Strategy and organization applied to Service Management and IT
  • 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 organization


Defining Services And Market Spaces

This unit covers the core concepts and practices in internal marketing, business development, and opportunity analysis.

  • Formal definitions of services suitable for planning and execution across the Service Lifecycle
  • Businesses outcomes of customers and relating them to customer assets and service assets
  • Services into customer outcomes, service assets, utility and warranty elements
  • Market spaces, opportunities for new or changed services, and services as configurations and patterns


Conducting Strategic Assessment

This unit covers the process of conducting strategic assessment with respect to customers, market spaces and existing capabilities of a service provider

  • Strategic assets of an organization their performance and potential for serving particular customers or market spaces
  • Critical Success factors and degree of alignment of existing services, capabilities, and strategies with customer’s business
  • 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


Financial Management

This unit covers Financial management and investments applied to Service Management

  • Service evaluation, financial modeling, service provisioning and analysis and business impact analysis
  • Funding the Service Portfolio and phases of the Service Lifecycle and defining expectations or return on investments


Service Portfolio Management
  • Service Portfolio Management, methods, and processes related to service management and services


Managing Demand
  • Challenges, opportunities and risks in fulfilling demand for particular customer o0r market space
  • High-level strategies for demand management that can be supported by capabilities across the Service Lifecycle
  • 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
  • Core Service Packages and Service Level packages
  • The roles of product manager and Business Relationship Manager


Driving Strategy Through The Service Lifecycle
  • How Service Strategy is driven through and informed by other elements of the Service Lifecycle
  • Policies and constraints for Service Design that will encode strategic objectives and customer needs
  • Requirements for Service Transition to act on behalf of Service strategy in reducing costs and risks as service progress through the Lifecycle
  • Tactical plans for the Service catalogue to be effectively hosted by Service Operation phase, with adjustments by customers and contracts
  • Opportunities for improvement across the Service Portfolio and Service Lifecycle


Critical Success Factors And Risks
  • The role of organization development and sourcing as Critical Success Factors
  • Automation and tools to meet strategic objectives through the framework of service management
  • Benefits and risks from factors such as complexity, coordination, intangible assets, and total cost of utilization
  • Types of risks across the Lifecycle and high level approaches for mitigating risks


Summary, Exam Preparation And Directed Studies
Kaustuv De

Kaustuv De

Kaustuv has had 10 years of experience in Information Communication Technology (ICT) industry especially in Retail, logistics and IT Service Management in Asia and Europe. He has an analytical, professional skill with strong result oriented work ethic. He places emphasis on strategic planning and decision-making. Kaustuv is experienced in large system development work. This includes managing complex integrated logistics and manufacturing implementation projects. He is able to negotiate and balance competing business issues and anticipate strategic project requirements such as migration, development and risks. He is also a skilled communicator.Kaustuv is an accredited trainer with the APM Group & EXIN. He has successfully trained and coached more than 2000 IT professionals within Asia Pacific and the Middle East, including India, Malaysia, Dubai and Singapore.
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Raja Segaran AL Amasi

Raja Segaran AL Amasi

Raja Segaran Amasi has over 10 years of working experience in ICT operations with large telecommunication and outsourcing companies. During this period, he was involved in multiple projects in process improvement to achieve organizational efficiency.He was actively involved in the setup of an IT service desk and service management best practices process (incident, problem and change management) implementation within the IT support structure. His specialization is in data centre operations and service operations. During his professional career with a large outsourcing company, he was actively involved in ISO20000 certification and in the initial stage of design ITIL based service management process owners for at least 3 processes.Raja Segaran's strengths are his seniority, combining experience and helicopter-view, sense of humour and enthusiasm. He strongly believes that IT is about achieving results together and being a team player. His impressive list of clients included DH: ITSC, Shell IT International, Dell Asia Pacific, HP India, Microsoft Thailand, Microsoft Korea, EMC Australia, Wipro India, Infosys India, Siemens India, Prudential Asia Pacific, Intel Penang, AMD Penang, CSA Penang, Fairchild Semiconductor Penang and MISC. Read More

Kui Tze Lin

Kui Tze Lin

Experienced consulting in the IT industry focusing on supporting the operations of supply chain planning and optimizing solutions. Started career in IT as a technical/application support consultant. In less than 2 years, he was promoted as the Team Lead to set up and run 24/7 support operations before taking up the role as an Account Manager in 2017.As a grew up in a family of educators are potential life changers and able to facilitate someone to be successful in life. Since his high school and college days, he enjoyed imparting his knowledge to his peers who needed help by organizing group study sessions. Once he finished his A-level examinations, he was teaching in a primary school for half a year before he started university. After he graduated, he continues to deliver customized 1-on-1 tutoring high school pupils during weekends simply because he loves teaching and helping other. Read More

Sean Low

Sean Low

Sean Low is a Diploma holder in Graphic Design from Saito Academy & Higher Diploma and Master's Degree in Business with Infromation Technology from University of Northumbria, NewCastle. He is Management Consultant for Pink Elephant with the responsibility for delivery (consulting projects), training and development in the Asian region. Service Management Process and Applications Manager with the responsibilities of defining, documenting and implementing IT service management processes and policies across the World Vision International (WVI) global partnership that consists of more than 50 countries. Technical Services Manager with HP (formerly EDS) with the responsibility of managing the Wintel support team with 100-150 staffs supporting over international/multinational customers which includes daily operational responsibility for people, customer and day-to-day project management activities of the team. IT Manager for Malaysia’s premier business weekly The Edge. Responsibilities include managing a team of web designers, programmers and system support staff. Other responsibilities include providing strategic direction to implementation of IT processes within the organisation Read More

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