Course Overview
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Intermediate About ITIL Foundation –Service Strategy Concepts
Service Strategy Concepts course is intended to enable learners get an overview of service strategy, business value, service asset, understanding demand management and business relationship management. The course is divided in five lectures with one hour of HD Video content.
What is Service Strategy?
Service strategy is used for designing, developing and implementing service management as organizational capabilities and strategic assets. It enables an organization to consistently outperform competitive alternatives over time, across business cycles, disruptions in industry and leadership changes.
Introduction: Service Strategy Overview:
Key concepts- value creation, service assets, service provider types, financial management, service portfolios, defining the service market, service structures, demand management, return on investment and financial management.
-Assessment of what is unique or distinct about service provider, most profitable areas, which areas more different and effective. Strategic assessment- strength & weaknesses, business strategy, critical success factors, threats and opportunities. Value creation- refers to delivering better value. Customer Service– utility- what benefits customers derive –outcomes support, ownership costs and risk avoidance. Warranty-assurance that service will be provided on demand ensuring continuity, security and capacity. Availability-available for use under standard terms and conditions. Capacity- having sufficient capability to undertake tasks, demands from customers. Continuity- service will support customers on continuous failures over a longer time span.
Service assets- resources & capabilities– resources refer to machinery, money, applications, information and infrastructure to provide service, capabilities- expertise, management, processes, ,knowledge, quality of service personnel. Service provider types- internal, shared and external.
The four P’s of Strategy: Perspective, Positions, Patterns and Plans. Perspective- vision, direction, articulates business philosophy – interaction with customer. Positioning – in the mind of customers- offering wide range of services , cost effective, creating distinct identity in the consumer’s mind. Plan- how to offer cost efficient, high value service, Patterns- how the company executes plans.
Service strategy process – Business Relationship management, strategy management for IT services, service portfolio management, demand management, financial management for IT services. Strategy management- definition of market, development of offering, preparing for implementing strategy, developing strategic assets. Service Portfolio Management, Business Relationship Management, Demand Management, Financial Management.
Service Strategy roles- business relationship manager, Demand manager, financial manager, IT Steering Group (ISG), Service Portfolio Manager, Service Strategy Manager,
Service Strategy Roles-Service Management- documenting, negotiating, agreeing customer and business quality targets, responsibilities in Service Level Agreements (SLA).
Importance of Service Value:
Business Value-is worth in monetary terms of technical, economic, service and social benefits. Based on assessments of costs and benefits of a given marketing offering . Products and services give customers some benefit– they are willing to pay a price for it.
-Service Asset and Portfolio Management:
Service Portfolio – gives details of all services used throughout the service life cycle- commitment , investment made by service provider- to all customers and market spaces.
Service Assets – having monetary value but depreciates with time. It entails cost and is used for asset value calculations. Computers, software, stationery, buildings, work benches, electrical and electronic machinery. Configuring items- are set of devices, applications that have a direct impact on delivering services. It includes service level agreements, tools such as testers, screw drivers, power tools, drilling machines, multi-meters, wires, cables. Service Assets and Configuration Management- SACM- maintaining up to date and verified database of all assets. SACM –Configuration management systems – it contains one or more configuration management databases (CMDB).
CI Types- Service Life Cycle CIs, Service CI’s, Organisation CIs, Internal CIs, External CIs.
Service Lifecycle CIS– services, how services are delivered, expected benefits, service cots. Service CIS- Service model, service package, release package, service resource assets, service capability assets. Organisation CIS – internal to organization but independent of service provider. Internal CIS- delivered by individual projects known as interal CIS. External CIS- refer to external customer requirements and agreements, releases from supplier.
Interface CIS – to deliver end-to-end service across a Service Provider Interface. Configuration Management System (CMS)- contains Configuration Management Databases- it contains details such supplier, cost, date of purchase, renewal date for licenses, maintenance contracts, Service Level Agreements. Attributes of Configuraiton items- unique identifier, CI type, Name/Description, Supply Date, location, status, license details, related document masters, related software masters, historical data, relationship type, application SLA. SACM Process- activities-management and planning, configuration identification, configuration control, status accounting and reporting, verification and audit.
Service catalogue- subset of service portfolio, contains presently active services.
Service Portfolio Management- ensures service provider is giving the right combination of services to meet customer needs. Questions to be addressed- why customers should utilize our service, at what pricing, our strength and weaknesses, resources and capabilities. Define- desired results of the service. Analyse – impact of new service on existing services. Approve- submit changes proposed, initiate design stage for new or changed service, get proposal authorized. Charter- communicate decisions, allocate resources, charter services.
-Service Generation sub process- service strategy- defining the market, developing offerings, strategic assets, measuring, preparation for implementation of strategy. Market survey- taking stock of existing offerings, identifying cost, quality of services offered, how to differentiate. Portfolio development-contains all services that can be availed by the customer. Service portfolio- to represent all binding service investments towards market. Strategic assets- acquiring new technologies, resources, capabilities, cost effective, high value offerings.
-Demand Management: very important, critical process in service strategy. Useful to understand customer demand for services- building sufficient capacity to meet customer demand. Proper demand management is necessary to cater to customer needs. Ownership of process -Demand managers. Strategic level demand management- pattern of business analysis (PBA), user profiles. PBA important activity –understanding customer and forecasting his future requirements. User profiles- processes/people/functions. Tactical Level Demand management- Differential pricing depending on customers for effective demand management. Challenges- improper analysis, excess capacity or under capacity, service level agreements, forecasting, planning, co-ordination with customer to eliminate demand uncertainties. Demand management- off peak pricing, volume discounts, differentiated service levels.
Availability management- services meet availability goals- ensures new or changes in service meet availablility goals for customers,doesn’t affect existing services. Objectives- provide advice & guidance, assist with diagnosis to improve availability, assess impact of changes on availability plan, ensuring proactive measures are implemented to improve availability, undertaking tuning activities, produce and maintain availability plan.
-Business Relationship Management- connecting people and customers dependent on each other- good relationship between service provider and customer. It can be achieved identifying, understanding, support customer’s need, appropriate services. It includes managing personal relationships with managers, providing input to Service Portfolio Management, ensuring that IT service provider in satisfying the customer’s need.
Sub process- maintain customer relationship, identify service requirements, sign up customers to stand services, handle and monitor customer complaints, customer satisfaction survey. Maintain Customer relationship, identify service requirements, sign up customers to standard services, customer satisfaction survey.
Requirements for Service Strategy Concepts Course:
The course requires a basic understanding of service business, knowledge of IT application support and a passion to learn Service Strategy.
Why learn Service Strategy Course?
ITIL Service Strategy course is designed to provide an overview on service strategy, Service Assets, demand management, business relationship management , how service strategy helps provide value to service providers and customers. It also establishes the concept of utility and warranty. The course is intended to provide support to learners to get become ITIL Certified Professional who are in great demand in the industry.
Frequently Asked Questions (FAQ)?
- Is the Service Strategy Course a technical or a managerial course?
It is a managerial course but can be learned by any professional connected with service strategy- technicians, managers, customer relationship managers, after sales personnel, and administrators.
- Why is Service Strategy important for a company?
A company’s image and growth depend on providing good service to customers. Service is a cost centre as well as a profit centre. It requires preparation of strategy, proper management and infrastructure support.
- Is the course certified by an authority?
No this course is not affiliated to any university or authority but has been prepared by experts with the intention of enhancing skills in Service Strategy so as to equip them for ITIL Certification which is in big demand in industry.
- How is the course delivered to learners?
This is an online course with lectures and video. It is accessible to registered users with user name and password.
- Is it easily understandable for beginners?
Yes, the course is structured into sections that enable ease of learning with the help of lectures and video.
- What is meant by life time access to content?
The content is accessible to learners even after they complete the course. This helps learners to revise and recall lessons learnt, refer to important topics whenever required.
- Is Service Strategy applicable for all industries?
Yes, service strategy can be applied across any industry and customized to requirements.
- What is the payment mode acceptable for EduCBA courses?
The payment modes are listed out in the payments section- including net-banking, credit, debit cards etc.
- Is the course accessible across the world?
Yes, this course is not confined to any geography, it is accessible for any interested learner irrespective of where they are located.
- Do we require internet connection and computers for this program?
It would be ideal to have computers and internet connectivity.
Testimonials
Nicola Costantino:
Professionals are now looking forward to enhance their skills to improve their career prospects. Certifications go a long way in helping them prove their interest and skills in a particular domain. ITIL is one such certification in high demand in the industry. I am really happy to have done the Service Strategy course which equips learners to take the ITIL certification with ease. It helped me understand all the major concepts related to Service such as Service Asset, Service, Service Portfolio Management, Demand Management, Business Relationship Management among others. I am thankful to instructors for the quality content and high quality videos. I wish more people take this course to enhance their skills in Service Strategy.
Ryan MacDonald:
How many times we have been disheartened by the approach of major companies in dealing with customers? Most modern devices and processes need continued support for customers. Hence service strategy plays an important role in organisations whether its business is in developing products or whose income comes from service alone- such as automobile service or IT hardware support. A proper understanding of service strategy and concepts are a must for practicing managers, entrepreneurs and service delivery personnel. Service can emerge a profit centre only if it is properly managed and strategized. EduCBA’s ITIL Service course has helped in my career growth giving confidence to try out higher responsibilities.
Thomas Cantara:
I was apprehensive of undergoing an online course having only taken class room courses. However, EduCBA’s course on Service Strategy changed my outlook towards this innovative learning practice. Elearning is now being adopted by world’ s leading universities to help students cover more topics as well as to help general public access course content. The course was informative, simple to understand and structured in a user-friendly manager. With this mode of learning, users can continue to add up new skills on their profile without having the need to go to college or classrooms after working hours. I recommend this course to anyone connected with Customer Service. I am looking forward to doing more courses as my inhibitions have vanished.
Rajat Ashish:
Thank you EduCBA Team for the wonderful job you have done in compiling a set a useful courses in management, technology and life skills. From simple topics to complex ones, EduCBA has done a lot of home work to conceptualise, prepare and deliver content to a global audience. I am sure it has benefitted thousands of people across the globe. I have already done a couple of short courses and amazed by the lucid way in which content is delivered. Not to forget the top quality videos. ITIL Service Strategy Course is informative, with concise explanations catering to both professionals and students. I once again thank the EduCBA team for the great effort they have taken and I have no hesitation in recommending their course to management and technology professionals.
