Detailed Course Outline
1. Introduction to Service Strategy
- Purpose, Goals and Objectives Scope of Service Strategy
- Interfaces with Other Lifecycle Phases
- Service Strategy and Business Value
2. Leading Service Strategy Discussions
- Value Creation within the Service Lifecycle
- Differentiation and Strategic Advantage
- Capabilities and Resources
3. Defining Services and Market Spaces
- Service Definition
- Customer and Service Assets and Business Outcomes
- Utility and Warranty
- Identifying Service Opportunities
- Visualising Services
4. Conducting Strategic Analysis
- Strategic Assets
- Service CSFs
- Service Alignment
- Pattern and Trend Analysis
5. Applying Financial Management
- Service Valuation
- Financial Modelling
- Business Impact Analysis
- Funding the Service Portfolio and ROI
- Service Portfolio Management
6. Managing Demand
- Challenges and Opportunities
- High-Level Strategy for Demand Management
- Demand Profiling
- Core Service Packages
- Service Level Packages
- Product Manager Role
- Business Relationship Manager Role
7. Driving Strategy through the Service Lifecycle
- Service Strategy in the Context of the Service Lifecycle
- Policies and Constraints for Service Design
- Service Transition Requirements
- The Service Catalogue and Service Operation
- Opportunities for Improvement