How to identify and define services

Course Code: 7016

Overview
Schedule classes
What you'll learn
Outline
Prerequisites
Who should attend
Certification

Overview

This four-day course focuses on how organizations can use ITIL® best practices to identify and define services quickly and accurately. Service identification and definition is one of the perennial issues that organizations face when adopting service management best practices. Many organizations spend too much time, too much money, and achieve unpredictable results during service identification and definition activities. This course demonstrates, through hands-on practice, how to use the guidance in the ITIL Service Strategy book, to effectively and efficiently identify, define and understand an organization’s services. Organizations will learn how to better define their services and individuals will learn the skills needed to conduct one of the most critical activities that is a part of adopting service management best practices.

Schedule Classes

Looking for more sessions of this class?

Course Delivery

This course is available in the following formats:

Classroom Live
Duration: 5 days

Virtual Classroom Live
Duration: 5 days

What You'll learn

Service management

Services
Service portfolio
Service provider types
Asset and utility based service definition
Service archetypes
Service models
Service units and packages
Service segmentation
Planning and implementing new and changed service

Outline

Module 1: Course introduction and overview

Module 2: Review of key IT service management concepts

Accountability, boundaries and consistency
Cost-effectiveness and quality
Stages of the service lifecycle
Services
The service portfolio
Processes and functions
A brief discussion of the processes defined by ITIL
Roles and responsibilities
Exercise 1: Understanding basic service management concepts

Module 3: An eight-step process for service identification and definition

Step 1: Define the market and identify the customers
Step 2: Understanding the customer
Step 3: Quantifying outcomes
Step 4: Classifying and visualizing services
Step 5: Understanding market spaces
Step 6: Defining outcome-based services
Step 7: Creating service models
Step 8: Defining service units and packages
The role of service portfolio management
Creating a plan and implementing new and changed service processes using the eight steps defined in the service strategy
Exercise 2: Understanding the eight-step service definition process
Exercise 3: Understanding the role of service portfolio management

Module 4: Step 1 – Define the market and identify the customers

Type I service providers
Type II service providers
Type III service providers
Understanding market criteria
- Industry
- Geography
- Demographics
- Corporate relationships
- Customer specific aspects
Exercise 4: Identifying your organization’s market for services

Module 5: Step 2 – Understanding the customer

Desired business outcomes
Customer assets
Constraints customers face
Perception and measurement of value
Understanding and supporting the performance of customer assets
Exercise 5: Voice of the customer in service identification and definition

Module 6: Step 3 – Quantifying outcomes

Sources of outcomes and objectives
Defining desired outcomes
Defining service objectives
Utilizing service portfolio management to quantify outcomes
Exercise 6: Quantifying services using service portfolio management

Module 7: Step 4 – Classifying and visualizing services

Service archetypes
Customer assets
Using service archetypes in conjunction with customer assets
Revealing pattern of demand
Asset-based service strategies
Utility-based service strategies
Questions for classifying and visualizing services
Defining service patterns
Exercise 7: Answering questions for classifying services and visualizing services in your organization

Module 8: Step 5 - Understanding market spaces

What is a market space?
Strategic industry factors and market spaces
Business outcomes and market spaces
Market spaces, customer assets and service archetypes
Exercise 8: Defining your organization’s market spaces

Module 9: Step 6 - Defining outcome-based services

What is outcome-based service definition?
Creating a well-formed service definition
Example 1: Collaboration services
Example 2: Application hosting and support
Example 3: Desktop support
Line of service, assets utility and warranty definition
Defining actionable service components
Exercise 9: Creating outcome-based definitions on your organization’s services

Module 10: Step 7 - Creating service models

What is a service model?
Questions service models answer
- Requirements to provision and deliver a new service
- Identifying critical components and assets
- Illustrating how value is created
- Mapping organizational assets involved in delivering a service
- Understanding the impact on a customer’s ability to achieve business outcomes
- How to define services
- Understanding the impact of changes to existing services
- Understanding asset utilization of new services
- Assessing the investment required to deliver a new service
- Illustrating the interface between people and technology
Using service models as blueprints for new and changed services
Exercise 10: Building a service model

Module 11: Step 8 – Defining service units and packages

Defining service units
Defining service packages
Service package options
Tiered service packages
Core services
Enabling service
Enhancing services
Defining user type and packages
Service segmentation
Designing and transitioning service packages
Exercise 11: Building a method for designing and transitioning service packages in your organization

Module 12: Creating a plan and implementing new and changed service process using the eight steps (service onboarding)

Borrowing from ISO/IEC 20000
Gradual, iterative onboarding
Proposals for new or changed services
Change proposals and change records
Implementation plans
Establishing service acceptance criteria
Creating a service acceptance criteria assessment report
Reviewing new or changed service
Change management involvement and review
Exercise 12: Creating a plan and implementing new or changed service process in your organization

Module 13: Summary

Review of concepts learned
Questions and answers

Prerequisites

Participants for the course need to have a foundation level understanding of ITIL® service management best practices. They also need to have experience working in organizations using various IT service management processes.