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ITIL® 2011 Edition Foundation: Service Strategy Processes


Overview/Description
Target Audience
Prerequisites
Expected Duration
Lesson Objectives
Course Number



Overview/Description
In order to decide the best path for an IT service organization to grow, service providers need to develop a strategy to maintain an advantage over their competitors. This course details the processes that affect Service Strategy: Demand Management, Financial Management, and business relationship management. This course will assist the learner in preparing for the ITIL® Foundation certification examination. This course is aligned with the ITIL® Foundation Syllabus. ITIL® is a registered trade mark of AXELOS Limited.

Target Audience
For information technology managers and support personnel who seek to improve and streamline the processes used to support the deployment of information technology within a business organization and individuals preparing for the ITIL® Foundation exam.

Prerequisites
None

Expected Duration (hours)
1.5

Lesson Objectives

ITIL® 2011 Edition Foundation: Service Strategy Processes

  • identify the challenges in managing demand for services
  • distinguish between SLPs and CSPs
  • recognize the characteristics of Financial Management concepts
  • recognize examples of Financial Management key inputs
  • recognize examples of Financial Management key outputs
  • recognize key features of Risk Management
  • recognize key considerations for business relationship management in an organization's IT services
  • describe how business relationship management supports customer satisfaction in Service Strategy
  • identify key CSFs, KPIs, challenges and risks of business relationship management
  • recognize how to manage Service Strategy in given scenarios
  • Course Number:
    ib_itlv_a03_it_enus