What is this subject about?
You will able to analyse and explain key IT service strategy concepts, principles and assess their impact on IT service economics.
We will teach you how to:
a) Understand and thoroughly describe critical concepts of IT service management and analyse different functions and processes across IT service lifecycle.
b) Demonstrate a comprehensive understanding of various service strategy principles for value creation, categorisation of service assets, various service provider types and other service strategy fundamentals.
c) Analyse service strategies based on market definition and offering concepts and describe the processes for developing IT assets by the preparation of strategy execution.
d) Assess the impact of service economics on service offerings by evaluating the return on investment, financial management and service portfolio management.
e) Develop a keen understanding of organisational development and departmentalisation and explain the impact of organisational design and culture on the sourcing strategy for crucial services.
You will able to evaluate, analyse and apply the scope, implications, and functions of service design concepts including service level management, key technology considerations and steps for implementing new service offerings.
We will teach you how to:
a) Analyse the need for balanced design and service design models by identifying ways of documenting business requirements.
b) Explore and understand different design activities, constraints and aspects with an appreciation of service-oriented architecture methodology.
c) Demonstrate an understanding of service design processes including service catalogue management, service level management and IT service continuity management.
d) Critically compare and contrast between capacity management, availability management and information security management.
e) Examine the process of IT supplier management and analyse the impact on service level management and different service design tools.
f) Develop a comprehensive understanding of business impact analysis for designing a new service, risk management process for new services and critical steps for implementing IT service design.
You will able to understand and demonstrate a thorough understanding of service transition principles including change management, release management and overarching impact on configuration management processes.
We will teach you how to:
a) Develop a keen and practical awareness of service transition principles and the need for different policies needed for service transition.
b) Outline support processes for transition planning, service validation and knowledge management.
c) Demonstrate a comprehensive understanding of change management, service asset and configuration management and release deployment management processes.
d) Evaluate the need for generic roles required for service transition within the organisational context for transitioning a service about other service lifecycle stages.
e) Analyse the use of knowledge management tools for service transition including a configuration Management system
You will able to integrate, assess and apply the principles of service operations including incident management, problem management, access management and request fulfilment processes.
We will teach you how to:
a) Critically compare and contrast functions, groups, teams, departments and divisions for achieving balance and staff involvement in service operations.
b) Develop a keen understanding of critical activities within incident management, problem management and request fulfilment processes for the smooth flow of IT operations.
c) Develop a thorough knowledge and analyse methods for monitoring and control of IT Operations including server management and various activities of network management.
d) Identify and examine best practices for storage and archive, database administration, directory services management and desktop support procedures within a facilities and data centre environment.
e) Critically evaluate the need for service desk and technical management roles and processes in the light of IT operations in application management.
f) Analyse the method for managing change in-service operation by identifying the differences between service operation and project management methodologies.
You will able to critically analyse and explore continual service improvement principles, processes, methods and techniques.
We will teach you how to:
a) Develop a thorough understanding of continual service improvement principles by analysing external and internal drivers, Deming cycle and service measurement.
b) Discuss the use of the 7-Step Improvement Process and explain the rules of service reporting and service measurement.
c) Analyse different methods, techniques, assessments and benchmarking for continual service improvement by developing an authority matrix.
d) Identify critical success factors for implementing continual service improvement and an overall impact on organisational change.
