ITIL Service Strategy

Duration: 
3 days
Codes: 
ITIL,LSS
Versions: 
NULL

Overview

The ITIL Lifecycle Certificate in Service Strategy Course is one of the five modules that fit into the lifecycle stream for ITIL certification. The course is intended to provide the holders of the ITIL Foundation certificate in IT Service Management with a practical level of proficiency in the management of the Service Strategy stage of the Service Lifecycle and to test and validate this knowledge in the associated exam and certification.

Delegates will gain competencies in the following elements of Service Strategy:

  • Introduction to service strategy
  • Service strategy principles
  • Service strategy processes
  • Strategy Management for IT Services
  • Service Portfolio Management
  • Demand Management
  • Financial Management for IT Services
  • Business Relationship Management
  • Governance
  • Organizing for service strategy
  • Technology considerations
  • Implementing service strategy
  • Challenges, critical success factors and risks

Please be aware, this course also provides 21 Hours of Contact Education/Professional Development Units towards PMI PMP certification/re-certification.

The ITIL Framework is a source of good practice in service management. ITIL is used by organisations world-wide to establish and improve capabilities in service management. Service Management is a set of specialised organisational capabilities for providing value to customers in the form of services. The capabilities take the form of functions and processes for managing services over a lifecycle, with specialisations in strategy, design, transition, operation, and continual improvement. The capabilities represent a service organisation's capacity, competency, and confidence for action. The act of transforming resources into valuable services is at the core of service management. Without these capabilities, a service organisation is merely a bundle of resources that by itself has relatively low intrinsic value for customers.

Audience

The program is targeted at:

  • IT professionals working in roles associated with strategic planning.
  • Individuals in leadership roles that are engaged in managing and coordinating activities within the Service Lifecycle and who are responsible for integrating these activities into a strategic framework.
  • Individuals who have attained the ITIL Foundation certificate in Service Management, and who wish to advance to higher level ITIL certifications

Individuals who require a practical understanding of the Service Strategy processes and how they may be used to enhance the quality of IT service within an organisation

The course is accredited by, and follows the syllabus specified by the APM Group (www.apmgroup.co.uk).

The main focus of the course is covered by the Service Strategy volume of the IT Infrastructure Library (ITIL ).

The ITIL Framework is a source of good practice in service management. ITIL is used by organisations world-wide to establish and improve capabilities in service management. Service Management is a set of specialised organisational capabilities for providing value to customers in the form of services. The capabilities take the form of functions and processes for managing services over a lifecycle, with specialisations in strategy, design, transition, operation, and continual improvement. The capabilities represent a service organisation's capacity, competency, and confidence for action. The act of transforming resources into valuable services is at the core of service management. Without these capabilities, a service organisation is merely a bundle of resources that by itself has relatively low intrinsic value for customers.

More information can be found at the OGC web-site: http://www.ogc.gov.uk

Skills Gained

  • Prepare for and take the ITIL Intermediate Qualification: Service Strategy Certification Exam
  • Analyze principles, techniques and relationships to create effective service strategies
  • Identify the purpose, scope and objective of each service strategy process
  • Assess IT governance to set strategy and leverage governance frameworks and bodies
  • Determine opportunities for service automation and technology application

Prerequisites

Important Course Information Important Course Information Requirements: Requirements:

  • Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL Foundation Certification)

Must hold the ITIL Foundation Certificate (see Course 1197 Course 1197 , Achieving ITIL Foundation Certification) Recommended Experience: Recommended Experience:

  • Basic IT literacy and around two years of IT experience

Basic IT literacy and around two years of IT experience Course Preparation: Course Preparation:

  • Before your event, you will be sent a Pre-Course Study Guide and the Key Element Guide ITIL Service Strategy, which you should read as part of the 21 hours of personal study

You should acquire and read the ITIL Service Strategy core publication, focusing on Chapter 2, and review your ITIL Foundation course materials

  • To prepare you for the exam, homework and study assignments will be provided each night of the course

To prepare you for the exam, homework and study assignments will be provided each night of the course Exam Information: Exam Information:

  • The ITIL Service Strategy exam can be taken on the last day of the course (in-class), or any time after the course is completed via ProctorU (online) or at an eligible testing centre
  • Achieving the ITIL Intermediate Qualification: Service Strategy certificate provides three credits toward your ITIL Expert certification
All-Inclusive

— ITIL Exam Success Package, After-Course Coaching, Exam Fee:

  • ITIL course attendees that would like to retake their ITIL exam must do so within 12 months of the original course date and will not be charged for their retake. If an attendee fails an exam and then two retakes, the attendee must re-attend the course before taking the exam again.

Course Outline

  • Introduction to ITIL Intermediate Service Strategy (SS)

Core concepts

  • Purpose and objectives of service strategy
  • Scope of service strategy and value to business

Service strategy and the overall ITIL lifecycle

  • Strategy concepts and practices
  • The context of service strategy in relation to design, transition, operation and continual service improvement
  • Exploring strategic perspectives, plans and positions
  • ITIL Service Strategy Principles
  • Defining services
  • Basic approach to deciding a strategy

Utilising the four Ps of service strategy

  • Perspective
  • Position
  • Plan
  • Pattern

Strategy and opposing dynamics

  • Leveraging the combined use of utility and warranty
  • Defining and creating value
  • Assets: customer, service and strategic
  • Choosing service providers

Meeting business outcomes

  • Outperforming competitors
  • Service economics and sourcing strategies
  • Strategy inputs and outputs within the service lifecycle
Deciding on service strategy
  • Service Strategy Processes

Creating effective service strategies

  • Integrating the five service strategy processes
  • Creating value for the business
  • Strategy execution

Strategy and financial management for IT services

  • Purpose and objectives
  • Describing the process activities

Service portfolio management

  • Identifying process activities, methods and techniques
  • Applying value to business

Demand management

  • Strategies for demand management
  • Profiling, segmentation and service packaging strategies
  • Demand and customer outcomes

Business relationship management

  • Distinguishing triggers, inputs, outputs and interferences
  • Critical success factors and key performance indicators
  • Challenges and risks
  • Analysing IT Governance

What is IT governance?

  • How strategy relates to governance
  • Setting strategy
  • Leveraging governance frameworks and bodies to set strategy

Implementing governance

  • Evaluate, direct, monitor
  • Producing a governance framework
  • Distinguishing governance bodies
  • Technology Considerations

Organising for service strategy

  • Identifying organisational development
  • Applying organisational departmentalisation

Technology and service strategy

  • Automating service
  • Analysing and producing service interfaces
  • Implementing Service Strategy
  • Developing implementation strategies that follow a lifecycle approach
  • Implementation through the lifecycle
  • Following a lifecycle approach
  • Critical Success Factors and Risks
  • Providing insight and guidance for strategic challenges, risks and critical success factors
  • Determining the viability of strategic positions and plans
  • Challenges, benefits and risks
  • Types of risks and high-level approaches for mitigating risk

Exam

This is a 3 Day Course which includes a 90 minute examination of 8 multiple choice, gradient scored questions with a pass mark of 70% (28/40)

Thinking about Onsite?

If you need training for 3 or more people, you should ask us about onsite training. Putting aside the obvious location benefit, content can be customised to better meet your business objectives and more can be covered than in a public classroom. It's a cost effective option.

Submit an enquiry from any page on this site, and let us know you are interested in the requirements box, or simply mention it when we contact you.

Upcoming Dates

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