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ITIL Intermediate Certification Companion Study Guide by Liz Gallacher, Helen Morris

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Chapter 2 Service Strategy Principles

THE FOLLOWING ITIL INTERMEDIATE EXAM OBJECTIVES ARE DISCUSSED IN THIS CHAPTER:

  • ✓  Service strategy basics
    • Basic approach to deciding a strategy
    • Strategy and opposing dynamics
    • Outperforming competitors
    • The four Ps of service strategy
  • ✓  Services and value
    • Services
    • Value
    • Utility and warranty
  • ✓  Assets and service providers
  • ✓  Defining services
    • Eight steps to define services
  • ✓  Strategies for customer satisfaction
    • Kano model
  • ✓  Service economics
    • Return on investment
    • Business impact analysis
  • ✓  Sourcing strategy
  • ✓  Strategy inputs and outputs within the service lifecycle

 To do well on the exam, ...

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