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1. Service Strategy:
Provides guidance on how to design, develop and implement Service Management, not only as an organisational capability but also as a strategic asset. Service strategy is about ensuring that organisations are in a position to handle the costs and risks associated with the services they deliver. Decisions made with respect to Service Strategy have far-reaching consequences, including those with delayed effect.
2. Service Design:
Provides guidance on how to design, develop services and Service Management processes. Service Design covers design principles and methods for converting strategic objectives into portfolios of services and service assets. Service Design guides organisations on how to develop design capabilities for Service Management.
3. Service Transition:
It provides guidance on the transition of new and changed services into live operations. It provides guidance on managing the complexity related to changes – preventing undesired consequences while allowing for innovation.
4. Service Operation:
Provides guidance on achieving effectiveness and efficiency in the delivery and support of services to ensure value for money. Guidance is provided on maintaining stability, fixing problems, scheduling operations, controlling demand and optimising capacity utilisation while allowing for changes from both the reactive and proactive perspectives.
5. Continual Service Improvement:
Provides instrumental guidance in creating and maintaining value for customers through better design, transition and operation of services. It combines principles, practices and methods from quality management, change management and capability improvement. Guidance is provided for linking improvement efforts and outcomes with service strategy, design, transition and operation.
Delegates are required to undertake preliminary study using JBI’s pre-course documents
The electronic pre-course consists of the following:
Introductory Overview of ITIL v3
ITIL v3 Glossary
Data Analysis Expressions
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More than 5 days
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