TOPICS

Course Outline
1. Introduction to Service Strategy
Key Service Management Concepts
Purpose and Objectives of Service Strategy
Scope of Service Strategy
Business Value of Service Strategy
Service Strategy Interfaces across the Service Lifecycle
2. Service Strategy Principles
Basic Approach to Deciding Strategy
Services
Elements of Value
Utility and Warranty
Customer, Service, and Strategic Assets
Service Providers
Strategies for Customer Satisfaction
Service Economics
Sourcing Strategies and Governance
3. Strategy Management for IT Services Process
Purpose, Objectives, and Scope of Strategy Management for IT Services
Business Value of Strategy Management for IT Services
Policies, Principles, and Basic Concepts of Strategy Management for IT Services
Process Activities, Methods, and Techniques
Triggers, Inputs, and Outputs of Strategy Management for IT Services
Critical Success Factors (CSFs) and Key Performance Indicators (KPIs)
Challenges and Risks
4. Service Portfolio Management Process
Purpose, Objectives, and Scope of Service Portfolio Management
Business Value of Service Portfolio Management
Policies, Principles, and Basic Concepts of Service Portfolio Management
Process Activities, Methods, and Techniques
Triggers, Inputs, and Outputs of Service Portfolio Management
CSFs and KPIs
Challenges and Risks
5. Financial Management for IT Services Process
Purpose, Objectives, and Scope of Financial Management for IT Services
Business Value of Financial Management for IT services
Policies, Principles, and Basic Concepts of Financial Management for IT Services
Process Activities, Methods, and Techniques
Triggers, Inputs, and Outputs of Financial Management for IT Services
CSFs and KPIs
Challenges and Risks
6. Demand Management Process
Purpose, Objectives, and Scope of Demand Management
Business Value of Demand Management
Policies, Principles, and Basic Concepts of Demand Management
Process Activities, Methods, and Techniques
Triggers, Inputs, and Outputs of Demand Management
CSFs and KPIs
Challenges and Risks
7. Business Relationship Management Process
Purpose, Objectives, and Scope of Business Relationship Management
Business Value of Business Relationship Management
Policies, Principles, and Basic Concepts of Business Relationship Management
Process Activities, Methods, and Techniques
Triggers, Inputs, and Outputs of Business Relationship Management
CSFs and KPIs
Challenges and Risks
8. Governance
Strategy for Governance
Governance Frameworks and Bodies
How Service Strategy Relates to Governance
9. Organizing for Service Strategy
Service Strategy Roles
Organizational Development
Organizational Departmentalization
Organizational Design
10. Technology Considerations
Service Automation, Instrumentation, and Analytics
Service Interfaces and Self-Service Channels
11. Implementing Service Strategy
Implementation through the Service Lifecycle
Following a Lifecycle Approach
Impact of Service Strategy on the Other Service Lifecycle Stages
12. Service Strategy Challenges, Risks, and CSFs
13. Exam Preparation/Mock Exam.