ITIL® Intermediate Lifecycle: Service Strategy (2011 Edition)
OSNOVA KURZU
1 - COURSE INTRODUCTION
2 - SERVICE STRATEGY INTRODUCTION
3 - SERVICE STRATEGY PRINCIPLES
Services
Value
Utility and Warranty
Assets, Resources and Capabilities
Service Providers
Defining Services
Strategies for Customer Satisfaction
Service Economics
Return on Investment
Business Impact Analysis
Sourcing Strategy
Governance
4 - ORGANIZING FOR SERVICE STRATEGY
5 - STRATEGY MANAGEMENT FOR IT SERVICES
Purpose and objectives
Scope
Value to business
Policies, principle and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks
6 - SERVICE PORTFOLIO MANAGEMENT
Purpose and objectives
Scope
Value to business
Policies, principle and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks
7 - FINANCIAL MANAGEMENT
Purpose and objectives
Scope
Value to business
Policies, principle and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks
8 - DEMAND MANAGEMENT
Purpose and objectives
Scope
Value to business
Policies, principle and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks
9 - BUSINESS RELATIONSHIP MANAGEMENT
Purpose and objectives
Scope
Value to business
Policies, principle and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks
10 - TECHNOLOGY AND IMPLEMENTATION CONSIDERATIONS
11 - IMPLEMENTING SERVICE STRATEGY
12 - IMPACT OF SERVICE STRATEGY ON OTHER LIFECYCLE STAGES
13 - SERVICE STRATEGY CHALLENGES, RISKS AND CRITICAL SUCCESS FACTORS
14 - ADDITIONAL SOURCES OF HELP
15 - SAMPLE DOCUMENTS AND TEMPLATES
16 - LIVING THE LIFECYCLE ASSIGNMENTS
17 - STUDY AND EXAM TAKING TIPS
18 - COURSE SYLLABUS
19 - KEY CONCEPTS REVIEW
20 - STUDY AIDS
21 - STUDY AIDS ANSWER KEY
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