• Introduction to service strategy
  • Full understanding of service strategy terms and core concepts
  • The purpose, goals, scope and objectives of service strategy
  • The value to the business
  • The context of service strategy in relation to all other lifecycle stages
  • Service strategy principles
  • The ability to decide on a service strategy
  • How to define services, create value and leverage the combined use of utility and warranty
  • How to use service economics and sourcing strategies when meeting business outcomes
  • Service strategy processes
  • The management level concepts for the five service strategy processes and how they flow and integrate with the lifecycle
  • The purpose, scope and objectives of each service strategy process and how they link to value for the business
  • Governance
  • The ability to analyse IT governance and use it to set strategy by leveraging governance framework and bodies
  • Organizing for service strategy
  • The ability to create an organizational design using the relevant development and departmental methods
  • Technology considerations
  • Understand the relevance and opportunities for service automation and the importance and application of technology interfaces across the lifecycle
  • Implementing service strategy
  • Develop implementation strategies that follow a lifecycle approach (e.g. design, transition, operation and improvement, programmes)
  • Challenges, critical success factors and risks
  • The ability to provide insight and guidance for strategic challenges, risks and critical success factors

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