Business Skills Curricula     Customer Service Curriculum     ITIL® 2011 Foundation

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It's critical for IT service providers to regularly evaluate and optimize their service design in light of their strategic goals. Service Strategy is a stage of the ITIL® Service Lifecycle that helps IT organizations create value for their organizations through their service management and assets.
In this course you'll learn about fundamental service strategy concepts like internal and external services, and stakeholder groups. This course also covers service automation, strategy management, and service portfolio management. This course is one of a series in the learning path that covers the objectives for the ITIL® Foundation Certificate in IT Service Management (ITSM). ITIL® is a registered trade mark of AXELOS Limited. Used under license of AXELOS Limited. All rights reserved.

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Objectives

Service Strategy Concepts distinguish between internal and external customer characteristics distinguish between internal and external services identify external stakeholder groups identify the guidelines to consider when determining value to customers distinguish between resources and capabilities Service Automation recognize the advantages of service automation recognize guidelines for implementing service automation effectively identity objectives of the strategy management process recognize benefits of strategy management The Strategy Management Process identify key activities of the strategic assessment stage of the strategy management process identify key activities of the strategic generation stage of the strategy management process identify key activities of the strategic execution stage of the strategy management process distinguish between continual service improvement and expansion and growth activity tasks of the strategy management measurement and evaluation stage identify potential challenges in strategic management The Service Portfolio Management Process identify the objectives of the service portfolio management process distinguish between activities in the define and analyze phases of service portfolio management distinguish between the objectives of the approve and charter phases of the service portfolio management process identify challenges of service portfolio management