Learning Unit 00 – Introductory Lesson
0.1 ITIL® 2011 LIFECYCLE Module
0.2 Agenda
0.3 Objective
0.4 ITIL® 2011 Introduction
0.5 ITIL® 2011 Intermediate
0.6 ITIL – Qualification Criteria
0.7 Definition of Service Lifecycle
0.8 Definition of Service Capability
0.9 Difference between Lifecycle and Capability Modules
0.10 Managing Across the Lifecycle
0.11 Accreditation Institute
0.12 SS Course Description
0.13 Course Objective
0.14 Target Candidate
0.15 Target Candidate – Cont
0.16 Exam Pre-requisites
0.17 ITIL® 2011 SS Exam Format
0.18 EXAM TIPS
0.19 Course Outline
0.20 Quiz
0.21 Foundation Basics
0.22 What is ITIL ?
0.23 Benefits of ITIL
0.24 The ITIL 2011 Lifecycle
0.25 Service and Service Management ?
0.26 Service Strategy – Purpose
0.27 Service Strategy – Key Processes
0.28 Service Strategy – Basics
0.29 Service Strategy – Basics
0.30 Service Strategy – Basics
0.31 Service Strategy – Basics
0.32 Service Design – Purpose and Objectives
0.33 Service Design – Basics
0.34 Service Design – Key Processes
0.35 Service Design – Basics
0.36 Service Transition Purpose
0.37 Service Transition – Key Principles
0.38 Service Transition – Key Processes
0.39 Service Transition – Key Roles and Responsibilities
0.40 Service Operations – Purpose
0.41 Service Operations – Key Functions and Processes
0.42 Service Operations – Value to Business
0.43 Continual Service Improvements – Purpose
0.44 Continual Service Improvements – Basics
0.45 Key Links, Inputs and Outputs of the Service Lifecycle Stages
0.46 Quiz
Learning Unit 01 – Introduction to Service Strategy
1.1 Learning Unit 01 – Introduction to Service Strategy
1.2 Overview
1.3 Overview
1.4 Why Service Strategy at the Core ?
1.5 Quiz
Learning Unit 02 – Service Management as a Practice
2.1 Learning Unit 02 – Service Management as a Practice
2.2 Learning Unit Objectives
2.3 Services
2.4 Service Management, IT Service Management and Service Providers
2.5 Service Providers Types and Stakeholder in Service Management
2.6 Concept of Utility and Warranty (Value Creation)
2.7 Key Concepts – 1
2.8 Key Concepts – 2
2.9 Key Concepts – 3
2.10 Process Characteristics
2.11 Process Model
2.12 What is a Service Portfolio ?
2.13 The Service Portfolio and its contents
2.14 Basic Concepts Knowledge Management and SKMS
2.15 Governance and Management Systems
2.16 The Deming Cycle – PDCA
2.17 Specialization and Coordination across the lifecycle
2.18 Integration Across Service lifecycle
2.19 Integration Across Lifecycle – FAQ’s
2.20 Process Integration – Characteristics
2.21 Summary
2.22 Quiz
Learning Unit 03 – Service Strategy Principles
3.1 Learning Unit 03 – Service Strategy Principles
3.2 Learning Unit Objectives
3.3 Fundamental Aspects of Strategy
3.4 The Four P’s of Strategy
3.5 Four P’s of Strategy – Cont
3.6 Four P’s of Strategy – Cont
3.7 Strategic Plans results in patterns
3.8 Customer and Services
3.9 Types of IT Services (Internal and External Services)
3.10 Core, Enabling, or Enhancing Services
3.11 Value – Characteristics
3.12 Customer’s Perception of Value
3.13 Value Added and Value realized
3.14 “Value Added” to “Value realized”
3.15 Effects of Utility and Warranty on Service
3.16 Combined effects of Utility and Warranty
3.17 Value of a Service in terms of return on asset for customer
3.18 Utility and Warranty – Communicating Utility
3.19 Utility and Warranty – Communicating Warranty and Combined effects
3.20 Customer Assets, Service Assets and Strategic Assets
3.21 Service Management Optimizes the performance of service asset
3.22 How Service Management Enables Business Outcomes
3.23 How Service Provider Enables a Business Unit’s Outcomes
3.24 Customer Assets, Service Assets and Strategic Assets – Cont
3.25 Service Providers – Types i, ii and iii – Internal(I), Shared(II) and External Service Providers(III)
3.26 Service Provider – Type ii provider
3.27 Service Provider – Type iii Providers
3.28 How to define Service – Steps
3.29 How to define Service – Steps – Cont
3.30 Strategies for Customer Satisfaction – Kano Model
3.31 The Kano Model and Service Attributes
3.32 Service Economic dynamics (External Service Providers)
3.33 Service Economic dynamics (Internal Service Providers)
3.34 Return on Investment
3.35 ROI – Different Considerations
3.36 Return on Investment – Business Case
3.37 Pre – Programmed ROI(Techniques for quantitatively analyzing an investment in service management)
3.38 Return on Investment – Pre – Programmed ROI – NPV decisions
3.39 Service Economics Return on Investment – Pre – Programmed ROI – NPV decisions
3.40 Post – Programmed ROI (Techniques for retro actively analyzing an investment in Service mgnt)
3.41 Post Programmed ROI Forecast Analysis
3.42 Service Economics : Business Impact Analysis (BIA)
3.43 Sourcing Strategy : Sourcing Structures
3.44 Sourcing Strategy : Multi – Vendor Sourcing
3.45 Sourcing Strategy : Service – Provider Interfaces (SPI)
3.46 Sourcing Strategy : Sourcing Governance
3.47 Service Structures in the Value Network
3.48 Service Structures in the Value Network – Using Value Network
3.49 Inputs from other Lifecycle’s
3.50 Outputs to other Lifecycle’s
3.51 Recommended Approaches
3.52 Critical Success Factors
3.53 Summary
3.54 Exercises
3.55 Exercise 1 : Identify fields from “1-6” and Elaborate the Importance of SKMS
3.56 Exercise 2 : Identify Value Characteristics
3.57 Quiz
Learning Unit 04 – Service Strategy Processes
4.1 Learning Unit 04 – Service Strategy Processes
4.2 Learning Unit 4.1 – Strategy Management For IT Services
4.3 Learning Unit Objectives
4.4 Purpose and Objectives
4.5 Scope and Value
4.6 The Scope of Strategy Management Process
4.7 Strategic Analysis of Customer Portfolio
4.8 Process Flow for Strategy Management
4.9 Process Flow for Strategy Management
4.10 Strategic Assessment
4.11 Steps for Strategic Assessment
4.12 Strategy Generation – Evaluation and Selection
4.13 Strategy Execution
4.14 Activities – Strategy Execution
4.15 Measurement and Evaluation
4.16 Strategy Management for Internal IT Service Providers
4.17 Strategy Management for Internal IT Service Providers – Cont
4.18 Information Management – Overview of the main sources
4.19 Inputs and Outputs
4.20 Triggers and Interfaces
4.21 Critical Success Factors (CSFs) and Key Performance Indicators (KPIs)
4.22 Challenges
4.23 Risks
4.24 Summary
4.25 Learning Unit 4.2 – Service Portfolio Management
4.26 Learning Unit Objectives
4.27 Service Portfolio Management
4.28 Service Portfolio Management
4.29 Key Concepts
4.30 Key Concepts – Cont
4.31 Key Concepts – Cont
4.32 Service Portfolio and Service Catalogue
4.33 Service Portfolio and Service Catalogue
4.34 Key Concepts – Cont
4.35 Key Concepts – Cont
4.36 Process Activities – 4 Main Phases
4.37 Process Activities – 4 Main Phases
4.38 Process Activities – Process Initiation
4.39 Process Activities – Define
4.40 Process Activities – Analyse
4.41 Prioritizing Service Investments
4.42 Value – To – Cost
4.43 Process Activities – Approve
4.44 Process Activities – Service Charter
4.45 Process Activities – Service Charter
4.46 Process Activities, Methods and Techniques
4.47 Triggers
4.48 Inputs, Outputs and Interfaces
4.49 Information Management
4.50 Critical Success Factors and KPI’s
4.51 Challenges
4.52 Risks
4.53 Summary
4.54 Learning Unit 4.3 – Financial Management for IT Services
4.55 Learning Unit Objectives
4.56 Financial Management for IT Services
4.57 Financial Management for IT Services
4.58 Financial Management for IT Services – Value to Business
4.59 Enterprise Financial Management Policies
4.60 Compliance
4.61 Major Inputs, Outputs and Activities of Financial Management for IT Services
4.62 Major Inputs
4.63 Major Outputs
4.64 Process Activities, Methods and Techniques – Accounting
4.65 Accounting : Cost Models
4.66 Cost Models – Cost by IT Organization Model
4.67 Cost By Service
4.68 Cost Models – Cost by Service
4.69 Cost By Customer, Cost By location
4.70 Cost by Customer and Cost by location
4.71 Hybrid Cost Models
4.72 Cost Model – Hybrid Cost Model
4.73 Accounting : Cost Centre’s and Cost Units
4.74 Accounting : Cost Types and Cost Elements
4.75 Accounting : Cost Classification
4.76 Accounting – Activities – Chart Of Accounts, Analysis, Reporting and Action Plans
4.77 Process Activities, Methods and Techniques – Budgeting
4.78 Budgeting – Activities
4.79 Process Activities, Methods and Techniques – Charging
4.80 Charging – Activities
4.81 Inputs, Outputs, Triggers
4.82 Interfaces
4.83 Information Management
4.84 Critical Success Factors and Key Performance Indicators
4.85 Challenges
4.86 Risks
4.87 Summary
4.88 Learning Unit 4.4 – Demand Management
4.89 Learning Unit Objectives
4.90 Purpose and Objectives
4.91 Scope
4.92 Value to Business
4.93 Demand Management Activities
4.94 Difference between Demand Management and Capacity Management
4.95 Supply and Demand – Correlation
4.96 Demand Management through the Lifecycle
4.97 Sources of Demand Forecasting
4.98 Patterns of Business Activity
4.99 User Profiles, Activity Based Demand Management
4.100 Activity Based Demand Management – Examples
4.101 Process Activities, Methods and Techniques
4.102 Inputs and Outputs
4.103 Interfaces
4.104 Interfaces – Cont
4.105 Triggers
4.106 CSF and KPI’s
4.107 Challenges and Risks
4.108 Summary
4.109 Learning Unit 4.5 – Business Relationship Management
4.110 Learning Unit Objectives
4.111 Purpose – Two Fold
4.112 Objectives
4.113 Scope
4.114 Value to Business
4.115 Relationship with other Service Management Processes
4.116 Business Relationship Management Vs Business Relationship Manager
4.117 Customer Portfolio
4.118 Conflicts – Customers and Users ???
4.119 Service Requirements
4.120 Business relationship management activities
4.121 Nature of the Business Relationship Management Process
4.122 BRM Process through the life cycle
4.123 Interfaces – Life cycle
4.124 Triggers
4.125 Inputs
4.126 Outputs
4.127 Interfaces – Other Processes
4.128 Information Management
4.129 CSF and KPI’s
4.130 Challenges
4.131 Risks
4.132 Summary
4.133 Exercises
4.134 Exercise 1 : Demand Management Activities
4.135 Exercise 2 : Challenges – Strategy Mangement for IT Services
4.136 Quiz
Learning Unit 05 – Service Strategy, Governance, Architecture and ITSM Implementation Strategies
5.1 Learning Unit 05 – Service Strategy, Governance, Architecture and ITSM Implementation Strategies
5.2 Learning Unit Objectives
5.3 Service Strategy – Governance
5.4 Difference between Governance and Management
5.5 Governance Framework and IT Governance
5.6 How is Corporate governance of IT defined, fulfilled and enforced ?
5.7 How does service strategy relate to governance ?
5.8 Setting the strategy, policies and plans
5.9 Direct – Activities
5.10 Monitor – Areas
5.11 Establishing and Maintaining a Service Management System
5.12 IT Service Strategy and the Business
5.13 Using Strategy to achieve balance
5.14 IT Service Strategy and the Business – Integrated Patterns
5.15 IT Service Strategy and Application Development
5.16 Creating a strategy for Implementing SM Processes – Types of Service Mangement Implementations
5.17 Strategies for Organization’s
5.18 Implementation Strategy – Defining a Vision and Mission for the SM Implementation
5.19 Defining the Vision and Mission – Steps
5.20 Service Management Assessment
5.21 Service Management Assessment – Variables
5.22 Objective for Implementing Service Management
5.23 Preparing a business case
5.24 The Project Charter – Contents
5.25 Go or No Go – Decision – Factors
5.26 Summary
5.27 Quiz
Learning Unit 06 – Organizing for Service Strategy
6.1 Learning Unit 06 – Organizing for Service Strategy
6.2 Learning Unit Objectives
6.3 Organizational Development
6.4 5 Stages of Organizational Development
6.5 5 Stages of Organizational Development – Cont
6.6 Deciding on a Structure
6.7 Organizational Departmentalization
6.8 Organizing for Service Strategy – Organizational Design
6.9 Organizational Design Steps
6.10 Organizing for Service Strategy – Organizational Culture
6.11 Organizing for Service – Strategy Functions
6.12 Roles – Generic Service Owner Roles
6.13 Roles – Generic Process Owner Role
6.14 Roles – Generic Process Manager Role
6.15 Roles – Generic Process Practitioner Role
6.16 Roles – Strategy Management for IT Service Roles
6.17 Roles – Strategy Management for IT Service Roles
6.18 Roles – Service Portfolio Management Roles
6.19 Roles – Business Relationship Management Roles
6.20 Roles – Business Relationship Management Roles
6.21 Roles – Financial Management for IT services roles
6.22 Roles – Demand Management Roles
6.23 Competence and Training
6.24 Attributes Required
6.25 Responsibility Model – RACI
6.26 Summary
6.27 Quiz
Learning Unit 07 – Technology Considerations
7.1 Learning Unit 07 – Technology Considerations
7.2 Learning Unit Objectives
7.3 Service Automation
7.4 Service Automation – Cont
7.5 Instrumentation Techniques
7.6 Characteristics Of Good Service Interfaces
7.7 Types Of Technology Encounters – Froehle and Roth, 2004
7.8 Service Interfaces
7.9 Tools For Service Strategy
7.10 Summary
7.11 Quiz
Learning Unit 08 – Implementing Service Strategy
8.1 Learning Unit 08 – Implementing Service Strategy
8.2 Learning Unit Objectives
8.3 Implementing Service Strategy – Implementation through the lifecycle
8.4 Service Strategy Implementation activities following a lifecycle approach
8.5 Designing Service Strategy
8.6 Transitioning Service Strategy
8.7 Operating and Continual Improvement of Service Strategy – Activities
8.8 Impact of Service Strategy on other Stages
8.9 Key importance with Other Lifecycle Phases
8.10 Summary
8.11 Quiz
Learning Unit 09 – Challenges, Critical Success Factors and Risks
9.1 Learning Unit 09 – Challenges, Critical Success Factors and Risks
9.2 Learning Unit Objectives
9.3 Challenges and Risks
9.4 Critical Success Factors
9.5 Summary
9.6 Quiz
Learning Unit 10 – Summary and Directed Studies
10.1 Learning Unit 10 – Summary and Directed Studies
10.2 Directed Studies and glossary
10.3 Checkpoints
10.4 THANK YOU
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