Overview
Sapphire Global ITIL SS Training makes you an expert in using ITIL and SS concepts.
ITIL – Intermediate SS
Sapphire Global ITIL SS Training makes you an expert in using ITIL and SS concepts.
Course Curriculum
Key features
This course will prepare you to:
- Explain the architecture of the ITIL component
- Configure and use new functionalities in SAP ITIL
Introduction to Service Strategy
- Key Service Management Concepts
- Purpose and Objectives of Service Strategy
- Scope of Service Strategy
- Business Value of Service Strategy
- Service Strategy Interfaces across the Service Lifecycle
Service Strategy Principles
- Basic Approach to Deciding Strategy
- Services
- Elements of Value
- Utility and Warranty
- Customer, Service, and Strategic Assets
- Service Providers
- Strategies for Customer Satisfaction
- Service Economics
- Sourcing Strategies and Governance
Strategy Management for IT Services Process
- Purpose, Objectives, and Scope of Strategy Management for IT Services
- Business Value of Strategy Management for IT Services
- Policies, Principles, and Basic Concepts of Strategy Management for IT Services
- Process Activities, Methods, and Techniques
- Triggers, Inputs, and Outputs of Strategy Management for IT Services
- Critical Success Factors (CSFs) and Key Performance Indicators (KPIs)
- Challenges and Risks
Service Portfolio Management Process
- Purpose, Objectives, and Scope of Service Portfolio Management
- Business Value of Service Portfolio Management
- Policies, Principles, and Basic Concepts of Service Portfolio Management
- Process Activities, Methods, and Techniques
- Triggers, Inputs, and Outputs of Service Portfolio Management
- CSFs and KPIs
- Challenges and Risks
Financial Management for IT Services Process
- Purpose, Objectives, and Scope of Financial Management for IT Services
- Business Value of Financial Management for IT services
- Policies, Principles, and Basic Concepts of Financial Management for IT Services
- Process Activities, Methods, and Techniques
- Triggers, Inputs, and Outputs of Financial Management for IT Services
- CSFs and KPIs
- Challenges and Risks
Demand Management Process
- Purpose, Objectives, and Scope of Demand Management
- Business Value of Demand Management
- Policies, Principles, and Basic Concepts of Demand Management
- Process Activities, Methods, and Techniques
- Triggers, Inputs, and Outputs of Demand Management
- CSFs and KPIs
- Challenges and Risks
Business Relationship Management Process
- Purpose, Objectives, and Scope of Business Relationship Management
- Business Value of Business Relationship Management
- Policies, Principles, and Basic Concepts of Business Relationship Management
- Process Activities, Methods, and Techniques
- Triggers, Inputs, and Outputs of Business Relationship Management
- CSFs and KPIs
- Challenges and Risks
Governance
- Strategy for Governance
- Governance Frameworks and Bodies
- How Service Strategy Relates to Governance
Organizing for Service Strategy
- Service Strategy Roles
- Organizational Development
- Organizational Departmentalization
- Organizational Desig
Technology Considerations
- Service Automation, Instrumentation, and Analytics
- Service Interfaces and Self-Service Channels
Implementing Service Strategy
- Implementation through the Service Lifecycle
- Following a Lifecycle Approach
- Impact of Service Strategy on the Other Service Lifecycle Stages
Service Strategy Challenges, Risks, and CSFs
Practice Test and Interview Questions
Course Advisor
Course Advisor
R. Sreenatha Reddy
SAP FICO / FSCM / TRM / FM / S4HANA Functional Consultant
Professional Experience:
15+ years of Industry experience as Accountant, Consultant, Module Lead, worked on various IT Organizations like IBM/TCS/ITC infotech/SAP Labs across the globe.
Specialized in SAP
- SAP FICO – Financial Accounting.
- SAP FSCM – Accounts Receivable
- SAP TRM – Treasury Management
- SAP BCS – Budget Control System
- SAP EC CS – Enterprise Controlling Consolidation System
- BOBJE – Dashboard Enhancement for MIS
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