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ITIL - Session 03-04 - Service Strategy

ITIL - Session 03-04 - Service Strategy

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Published by Ahmad Abdul Haq

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Published by: Ahmad Abdul Haq on Nov 12, 2010
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03/21/2013

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Serves IT ProfessionalsServes IT Professionals
IT Management Development Center (IT-MDC)
Sesi 3 & 4: Service Strategy
R Driana Lusmiarwan Soenarjadi, ST., MTCCENT, CCNA(Voice, Security, Wireless), CCDA,CSE,CCNP, CCDP, ITIL, PMP, ENA, ECSP, ECDP
Hotel Novotel Bandung,10-12 November 2010
 
Serves IT ProfessionalsServes IT Professionals
Course Agenda
A. Introduction
 
A. IntroductionB.
Basic concepts
 
B.
Basic concepts
C.
Processes and other activities
 
C.
Processes and other activities
D.
Organization
 
D.
Organization
E.
Methods, techniques and tools
 
E.
Methods, techniques and tools
F.
Implementation and operation
 
F.
Implementation and operation
G.
Financial Management
 
G.
Financial Management
H.
Service Portfolio Management
 
H.
Service Portfolio Management
I. Demand Management
 
I. Demand Management J.
Exam Prep Questions
 
 J.
Exam Prep Questions
 
Serves IT ProfessionalsServes IT Professionals
Service Strategy delivers guidance with designing, developing andimplementing service management as a strategic asset.The objectives of Service Strategy are to answer questions such as:• What services to offer to customers?• How to differentiate from competitors?• How to create value for customers?• How to make a case for strategic investments?• How to define and improve service quality?• How to efficiently allocate resources across a portfolio of services?
Objectives of SS

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