ITIL Training - IT Infrastructure Library

How to Define and Value IT Services

Classroom Learning

Also available via

Virtual Classroom e-Learning

On-Site Learning

Who Needs to Attend

Anyone responsible for contributing to or managing IT service strategy; Individuals who have attended an ITIL® course and want to know how to implement the framework through practical steps.

Prerequisites

ITIL Foundation Certification

Follow-On Courses

How to Measure and Justify IT Services

Get started with service portfolio management by defining and valuing your IT service portfolio.

IT organizations struggle with business-IT alignment and business service management. Challenges are that IT organizations often cannot accurately define what they do, and IT may not understand the priority of IT projects to the business. By defining your IT services, you will start to build your service catalog and take steps toward service portfolio management.

In this class, you will learn how to define and value IT services in business terms to understand the services with the highest value to your business. You will practice defining IT services and get take-home tools and templates you can use in your own organization to rapidly build your service portfolio. You'll learn to identify your stakeholders and work with them to understand their priorities and needs.

For organizations implementing ITIL, our ITIL in action materials will help you take active steps towards successful implementation. All students will learn best practices from a variety of frameworks to help you effectively turn theory into practice. You will learn key principles from IT Infrastructure Library (ITIL), COBIT, and Management of Risk (M_o_R) that can be applied from a practical approach to enable your IT service strategy.

What You'll Learn

The IT service delivery model
Identify IT services
Create a product offering
Identify risks to the enterprise
Assign value to the elements of IT services
Build the stakeholder questionnaire
Rank the IT services

Course Outline

1. Managing IT Services Aligned With The Business

What is Business Service Management
- Defining, valuing, measuring, and justifying IT services
- Value to IT
  - Strategic alignment with the business
  - Cost reductions
  - Quality improvement
  - Improved allocation of resources
- ITSM
- IT governance
- Quality management
- Project management

2. Benefits of Managing IT Services

Service desk/incident/problem management
Change, release, and configuration management
Availability, capacity, and continuity management
Service level

3. Defining IT Services

Customer-facing services
Resource-facing services
Identifying IT services
Creating IT product offerings
- Naming
- Characteristics
ITIL in action: Defining IT services
- Service strategy
- Service portfolio management
- Service catalog management
- Service catalog
- Service level agreement
- Operational level agreements
- Supplier management/underpinning contracts
ITIL in action: Defining IT services in the larger picture
- Service desk/incident/problem management
- Change management

4. Valuing IT Services

Purpose of valuing services
Selecting the right service
- Business alignment
- What you should do first, second, third, etc.
- Making strategic decisions
Understanding the definitions of value
- Replacement costs
- Risk to enterprise
  - COBIT principles
  - Management of Risk (M_o_R) principles
  - CRAMM principles
Wrong ways to value IT services
- Return on investment
- Internal rate of return
ITIL in action: Aligning valuation to the business
- Service strategy
- Continual service improvement
Ranking IT services
- Packaging information in business terms
- Business impact analysis
  - Identification of stakeholders
  - Gathering business needs