BENEFITS OF DOCUMENT
DESCRIPTION
ITIL Service Strategy overview.
Introduction to ITIL:
• What is ITIL?
• How can ITIL Help your organisation?
What is a Service:
• Definition of a service
• Output vs. Outcome
• Service Value
• Utility and Warranty
• Value creation through Services
• Economic Value of a Service
• Marketing Mindset
Introduction to Service Strategy:
• Deciding on Strategy
• Outperforming competitors
• 4 Ps of Service Strategy ( Perspective, Position, Plan, Pattern)
• Service Strategy – Purpose and Objectives
• Service Strategy – Scope
• Service Strategy – Value to business
Key concepts:
1. Service Portfolio
2. Business case
3. Business Impact Analysis (BIA)
4. Risk Management
5. Kano Model
ITIL Service Strategy processes:
What is a process
Roles and Responsibilities
Processes:
1. Strategy Management for IT Services
2. Business Relationship Management
3. Demand Management
4. Service Portfolio Management
5. Financial Management for IT Services
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Source: ITIL Service Strategy Overview PowerPoint (PPTX) Presentation, ivananissen
ITIL ITSM Service Management Change Management Workflow Incident Management Problem Management Configuration Management Soft Skills Stakeholder Management
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