Chapter 01 - Course Introduction

Lesson: Course Organization
Welcome to the Course!
Mentoring Community Introductions
Why Are You Here?
Using Bloom’s Taxonomy
What do you Expect?
Housekeeping Online
Lesson: Course Conventions & Agenda
Conventions Used
Quizzes & Exercises
ITIL Qualification Scheme
ITIL Intermediate Exams
Getting Started with an Online Class
Chapter 01 Review

Chapter 02 - Service Strategy

Lesson: Introduction to Service Strategy
Service Strategy in the Service Lifecycle
Managing Across the Lifecycle
Purpose, Goals & Objectives of Service Strategy
Scope of Service Strategy
Value of Service Strategy
Service Strategy – Principles
Strategy Basics
Service Strategy Fundamentals
IT Service Management
Service
Value Creation
Mind Gap
Marketing Mindset
Communicating Utility
Communicating Warranty
Utility & Warranty
Service Assets
Capabilities & Resources
Business Units
Service Units
Lesson: Service Provider Types
Service Provider Types
Internal Service Provider
Shared Services Unit
External Services Unit
Choosing a Service Provider Type
Lesson: Service Structures
Service Structures
Value Chain
Value Network
Lesson: The 4-Ps of Strategy
The 4 Ps of Strategy
Perspective
Position
Plan
Pattern
Lesson: Service Strategy Summary
Service Strategy Summary
Checkpoint
Chapter 02 Review

Chapter 03 - Services & Strategy

Lesson: Defining Services & Market Spaces
Steps of Service Definition
Define the Market & Identify Customers
Understand the Customer
Quantify the Outcomes
Services & Strategy
Classify & Visualize
Understand Opportunities
Market Space
Outcome-based Service Definition
Service Model
Dynamics of a Service Model
Service Units & Packages
Lesson: Service Strategy Across the Lifecycle
Service Economics
Strategy-Driven Capability
Strategy & the Lifecycle
Strategy & Design
Outcome-Driven Design
Constraint-Driven Design
Pricing-Driven Design
Strategy & Transition
Strategy & Operations
Deployment Patterns
Hosting the Contract Portfolio
Managing Demand
Strategy & CSI
Improvement-Driven Feedback
Quality Perspectives
Warranty Factors
Reliability
Maintainability
Redundancy
Availability Factors
Lesson: Services & Strategy Summary
Services & Strategy Summary
Checkpoint
Chapter 03 Review

Chapter 04 - Service Strategy Processes

Lesson: Strategy Management for IT Services Introduction
Introduction
Purpose, Goals & Objectives
Scope
Business Value
Concepts
Activities
Formulating Service Strategy
Strategic Assessment
Analyze Internal Environment
Analyze External Environment
Define Market Space
Identify Strategic Industry Factors
Establish Objectives
Strategy Generation
Determine Perspective
Form Position
Craft Plan
Adopt Patterns of Action
Strategy Execution
Engage other Lifecycle Processes
Align Assets & Outcomes
Optimize Critical Success Factors
Prioritize Investments
Measure & Evaluate
Service Management for Internal Service Providers
Triggers, Inputs & Outputs
Relationships
Critical Success Factors
Challenges & Risks
Strategy Management for IT Services Summary
Lesson: Service Portfolio Management
Introduction
Purpose, Goals & Objectives
Scope
Value to the Business
Concepts
Business & IT Service Management
Service Portfolio
Service Portfolio Methods
Define
Option Space Tool
Analyze
Approve
Charter
Triggers, Inputs & Outputs
Relationships
Critical Success Factors
Challenges & Risks
Summary
Lesson: Financial Management
Introduction
Purpose, Goals & Objectives
Scope
Value to the Business
Concepts
Financial Management Activities Overview
Process Activities
Accounting
Accounting Activities
Cost Models
Cost Centers & Cost Units
Service Valuation
Cost Types & Elements
Cost Allocation
Budgeting
Budgeting Activities
Charging Activity
Pricing
Financial Management Cycles
Return on Investment
Triggers, Inputs & Outputs
Relationships
Information
Critical Success Factors
Challenges & Risks
Summary
Lesson: Demand Management
Introduction
Purpose, Goals & Objectives
Scope
Value to the Business
Concepts
Activity-Based Demand Management
Business Activity Patterns
Patterns of Business Activity
User Profile
Matching UP to PBA
Demand Modeling
Managing Demand
Service Packages
Triggers, Inputs & Outputs
Relationships
Critical Success Factors
Challenges & Risks
Summary
Lesson: Business Relationship Management
Introduction
Purpose, Goals & Objectives
Scope
Business Value
Policies, Principles & Concepts
Process Initiation
Customer
Service Provider
Triggers, Inputs & Outputs
Relationships
BRM the Lifecycle & Tools
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement
Critical Success Factors
Challenges & Risks
Business Relationship Management Summary
Lesson: Service Strategy Processes Summary
Service Strategy Processes Summary
Checkpoint
Chapter 04 Review

Chapter 05 - Organizing & Sourcing

Lesson: Strategy & Governance
Governance
Setting Strategies, Policies & Plans
Governance Framework
Service Strategy & Governance
Lesson: Strategy & Organization
Strategy & Organization
Organizational Development
Stage 1 – Network
Stage 2 – Directive
Stage 3 – Delegation
Stage 4 – Coordination
Stage 5 – Collaboration
Organizational Departmentalization
Organizational Design
Organizational Culture
Generic Roles & Responsibilities
Service Owner
Process Owner
Process Manager
Process Practitioner
Service Strategy Roles & Responsibilities
Strategy Management for IT Services
IT Steering Group
IT Director or Service Management Director
Service Portfolio Management
Business Relationship Management
Financial Management
Demand Management
Lesson: Sourcing Strategy
Sourcing Strategy
Sourcing Decisions
Sourcing Structures
Multi-Vendor Sourcing
Service Provider Interfaces
Sourcing Governance
Critical Success Factors
Roles & Responsibilities
Lesson: Organization & Sourcing Summary
Organizing & Sourcing Summary
Checkpoint
Chapter 05 Review

Chapter 06 - Implementation

Lesson: Technology Considerations
Socio-technical Systems
Service Automation
Service Interfaces
Lesson: Implementation
A Top Down Approach
Implementation Across the Lifecycle
Set the Implementation Strategy
Design Service Strategy
Transition Service Strategy
Execute (Operate) Service Strategy
Improve Service Strategy
Lesson: Challenges, Risks & CSFs
Challenges
Risks
Critical Success Factors
Lesson: Implementation Summary
Implementation Summary
Checkpoint
Chapter 06 Review
Course Closure