Fundamentals of IT Service Management:  The Service Strategy

Fundamentals of IT Service Management: The Service Strategy

Regular price
$395.00
Sale price
$395.00

Course Summary:

ITIL® is the "must have" in IT/IS management and a standard across more and more organizations globally. Today, most organizations use ITIL® constituting a candidate requirement in applications for any IT function.

 

This program covers the latest version of core ITIL® focused on the core elements of IT service management (ITSM) from a lifecycle perspective, concepts and terminologies including ITIL lifecycle phase interactions and outcomes, ITSM processes and service management best practices, promoting alignment with the business as well as improving operational efficiency.

Course Description:  This program covers the latest version of core ITIL® best practices for IT Service Management. Explains the use of the principles and core elements of IT service management (ITSM) from a lifecycle perspective, promoting alignment with the business as well as improving operational efficiency.

It shows ITIL® practices within the Service Lifecycle context, the process and practice elements used within business enterprise environments;

ITIL® is comprised of five core publications: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement, promoting alignment with the business as well as improving operational efficiency.

It uses an interactive approach combining lecture, case study experience and discussion focusing on pain points that any organization faces and how ITIL practices can help to solve.

 

Key benefits:

  • Determine how to use best practices in the public domain and explain why ITIL is successful.
  • Determine when to use the concepts of Service, Outcome, Internal and external customers, Internal and external services, Service management, IT service management, Stakeholders.
  • Describe the structure and the value of the ITIL service lifecycle.
  • Determine how to manage risk.

 

Target Audience:

The target audience for this course includes individuals who need to identify  how ITIL can be used to enhance IT service management within an organization. This could include individuals working within an organizations who has adopted and adopted ITIL.

Individuals who wish to understand how an organization can use the people, the processes and the technology in a more effective way to achieve success.  Students who wish to enhance, increase, or further improve the quality and value of service management.

There are three parts available for this program for purchase:

  • Course 1:  Fundamentals of IT Service Management (current brochure)

  • Course 2:  The Service Strategy

  • Course 3:  The Service Design

 

Length: ..... mins

 

Program Contents:

Modules

Module Objectives: IT Service Strategy

Module 1: Introduction & Overview

  • Describe value creation through services
  • What is strategy and why is needed?
  • Patterns of business activity

Module 2:

Key Activities

  • Definition of the market
  • Offer development
  • Strategic goods development
  • Preparing for implementation

Module 3: The logic of Value Creation –

Part 1

  • Determine how to use the following processes:
  • Financial Management for IT Services
  • Business case
  • Demand Management
  • Service Portfolio Management
  • The service portfolio
  • Strategy Management for IT Services
  • Business Relationship Management

Module 4:

  • Determine how to use the following processes:
  • Strategy Management for IT Services
  • Business Relationship Management

 

 

Course Instructor: Virginia Araujo, 

PhD, ITIL Expert, ISO20K

With a PhD in Software Engineering, a Degree in Mathematics and Computer Science, several Professional Certifications and more than 20 years of professional experience in Technologies and Information Systems, Virginia Araujo has the highest international qualifications. Specialized in IT Governance, IT Service Management, Project Management, and today she works with recognized international market leaders in these areas.

Author of several articles published in specialized journals, a speaker at international congresses and is also a University Professor. As an Accredited Trainer by different International Examination Institutes such as APMG, PEOPLECERT and CSME, she has trained and certified hundreds of professionals in different countries.

As a Consultant and Manager, she has managed large-scale projects in the public and private sectors, adopting and adapting the internationally recognized management best practices such as ITIL2011, COBIT5, ISO/IEC20000, ISI/IEC27001, PMBOK, PRINCE2, RESILIA, and BIG DATA.