This four-day course focuses on how organizations can use ITIL® best practices to identify and define services quickly and accurately. Service identification and definition is one of the perennial issues that organizations face when adopting service management best practices. Many organizations spend too much time, too much money, and achieve unpredictable results during service identification and definition activities. This course demonstrates, through hands-on practice, how to use the guidance in the ITIL Service Strategy book, to effectively and efficiently identify, define and understand an organization’s services. Organizations will learn how to better define their services and individuals will learn the skills needed to conduct one of the most critical activities that is a part of adopting service management best practices.
ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
What You'll learn
- Service archetypes
- Customer assets
- Using service archetypes in conjunction with customer assets
- Revealing pattern of demand
- Asset-based service strategies
- Utility-based service strategies
- Questions for classifying and visualizing services
- Defining service patterns
- Exercise 7: Answering questions for classifying services and visualizing services in your organization
- What is a market space?
- Strategic industry factors and market spaces
- Business outcomes and market spaces
- Market spaces, customer assets and service archetypes
- Exercise 8: Defining your organization’s market spaces
- What is outcome-based service definition?
- Creating a well-formed service definition
- Example 1: Collaboration services
- Example 2: Application hosting and support
- Example 3: Desktop support
- Line of service, assets utility and warranty definition
- Defining actionable service components
- Exercise 9: Creating outcome-based definitions on your organization’s services
Participants for the course need to have a foundation level understanding of ITIL® service management best practices. They also need to have experience working in organizations using various IT service management processes.
Who Should Attend
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There is no certification exam associated with this course.