ITIL(r) Service Strategy Processes

ITIL® 2011    |    Intermediate
  • 11 Videos | 40m 13s
  • Includes Assessment
  • Earns a Badge
  • Certification PMI PDU
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A well-executed service design strategy that encompasses proper demand management, financial service management, and customer relationship management results in both customers and IT service providers achieving their goals. In this course you'll learn about the demand management process, including the purpose and benefits of service level packages. You'll also learn about key financial management concepts and the importance of the business case. This course also covers the business relationship management process, including its scope and key challenges. This course is one of a series in the Skillsoft learning path that covers the objectives for the ITIL(r) Foundation Certificate in IT Service Management (ITSM). ITIL(r) is a registered trade mark of AXELOS Limited. Used under license of AXELOS Limited. All rights reserved.

WHAT YOU WILL LEARN

  • recognize challenges of managing demand for services
    identify guidelines for creating service packages
    identify features of SLPs
    distinguish between the purpose of service valuation, accounting, and cost modeling
    identify the outputs of financial management
  • recognize the five components of a business case
    distinguish between the two phases of risk management
    recognize the scope of the BRM process
    distinguish between the purpose of the customer portfolio and the customer agreement portfolio in BRM
    identify the challenges of BRM

IN THIS COURSE

  • Playable
    1. 
    ITIL® Service Strategy Processes
    33s
    UP NEXT
  • Playable
    2. 
    Managing Demand for Services
    4m 49s
  • Locked
    3. 
    Services and Service Packages
    5m 7s
  • Locked
    4. 
    SLPs and CSPs
    2m 40s
  • Locked
    5. 
    Financial Management Concepts
    2m 49s
  • Locked
    6. 
    Financial Management Interactions
    3m 19s
  • Locked
    7. 
    The Business Case
    3m 43s
  • Locked
    8. 
    Risk Management
    3m 34s
  • Locked
    9. 
    The BRM Process
    4m 11s
  • Locked
    10. 
    BRM and Customer Satisfaction
    4m 4s
  • Locked
    11. 
    BRM Considerations
    5m 23s

EARN A DIGITAL BADGE WHEN YOU COMPLETE THIS COURSE

Skillsoft is providing you the opportunity to earn a digital badge upon successful completion of this course, which can be shared on any social network or business platform

Digital badges are yours to keep, forever.

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