This course builds on the general principles covered as part of the ITIL Foundation course. It covers the lifecycle aspects of Service Strategy and covers the management and control of the activities and techniques within the Service Strategy stage of the lifecycle but not the detail of each of the supporting processes (which are covered in detail in the capability courses). Additionally the course looks at the concept of Service Strategy as a practice and at the interfaces between Service Strategy and the other stages of the ITIL Service Lifecycle.
The purpose of the Service Strategy course is to obtain knowledge on ITIL concepts and terminology. The course looks at activities that may be implemented to enhance the quality of IT service management within an organization and enables students to understand the concepts, processes, functions and activities involved in Service Strategy
The course aims to look at strategic planning, execution and control within a service-based business model, to enable an understanding of the concepts, processes, functions and activities involved in Service Strategy. It also aims to describe strategic perspectives, plans, positions and patterns as applied to service management and IT.
The course prepares delegates for the ITIL® Lifecycle examination in Service Strategy.
Who should attend?
The course is suitable for individuals who require a deeper understanding of the Service Strategy stage of the Service Lifecycle. It offers a natural career development path for practitioner staff who already hold the ITIL Foundation Certification.
Before taking the course it is recommended, though not required, that candidates have exposure to basic concepts in IT and related work experience of at least two years.
Delegates are required to hold the ITIL Foundation Certification in IT Service Management or v2 to v3 bridge equivalent.
The course forms part of the ITIL® Intermediate qualification programme.
The examination will consist of a complex multiple choice, closed book paper, to be completed within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed 120 minutes to allow use of a dictionary.) The pass mark will be 70% or more.
Successful candidates will be awarded 3 credits towards the ITIL® Expert qualification.
The course is based on the OGC’s Best Practice Guidelines in the ITIL® Service Lifecycle books; this course is centered on the Service Strategy book.
It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and relevant books in preparation for the examination.
The course is assignment based, with a strong emphasis on practical coursework, working as individuals and in teams.
Comprehensive course documentation is provided.
You Will Learn How To
- Prepare for and take the ITIL Intermediate Qualification: Service Strategy Certification Exam
- Define services and market spaces within Service Strategy
- Conduct Strategic Assessments and manage demand
- Perform Financial Management and Service Portfolio Management
- Drive strategy throughout the Service Lifecycle
- Evaluate Service Strategy using Critical Success Factors and risk assessment
Service Strategy provides the skills to leverage the Service Lifecycle as a strategic asset. Service Strategy offers guidance on designing, developing and implementing ITIL Service Management. In this course, you learn how to plan, implement and optimize the Service Strategy processes and gain the skills required to take the ITIL Intermediate Qualification: Service Strategy Certification Exam.
Who Should Attend
This course is valuable for those who want to achieve the ITIL Intermediate Qualification: Service Strategy Certificate. The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day.
Through extensive activities, you gain knowledge of the development and implementation of an appropriate Service Strategy. Workshops include:
- Mapping business outcome requirements with an appropriate IT Strategy
- Establishing the organizational structure using the right Resources with the right Capabilities
- Assessing the cycle of demand being places on IT systems to document the Patterns of Business Activity
- Taking the ITIL Intermediate Qualification: Service Strategy Certification Exam
|Introduction and Overview
Service Strategy principles
Service Strategy and the overall ITIL Lifecycle
Defining Services and Market Spaces
Identifying business outcomes
Conducting Strategic Assessments
Critical Success Factors (CSFs)
Gauging business potential of existing customers
Financial Management and Service Portfolio Management
The Service Portfolio
Serving customer needs and business activity patterns
Demand and customer outcomes
Driving Strategy Through the Service Lifecycle
Service Strategy and the Service Lifecycle
Critical Success Factors and Risks
Benefits and risks
Important Course Information