Overview

This 3 day instructor led course is one of five lifecycle courses that fit into the intermediate stream for ITIL® Version 3 certification. It is a free-standing qualification but it is also a module contributing to the ITIL® Expert in IT Service Management Certificate.

Key Learning Objectives
 
Attendance on this course will:

• Provide core knowledge of strategic planning, execution and control within an IT service-based business model, to enable an understanding of the terminology, concepts, processes and activities involved in Service Strategy.
• Give a detailed management/business level understanding of the ITIL® Service Strategy phase of the ITIL® core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation. Delegates will be able to describe strategic perspectives, plans, positions and patterns as applied to service management and IT.
• Explain the roles and justify the need of Service Strategy in the Service Lifecycle.
• Prepare delegates for the ITIL® Lifecycle examination in Service Strategy (which takes place as part of the course).

Who will benefit?

• Individuals who have attained the V3 ITIL® Foundation certificate in Service Management, or the V3 Foundation Bridge certificate 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
• Staff involved in establishing and maintaining the Service Portfolio, those involved in setting the strategic direction for IT Services within an organisation, and individuals who wish to understand the key concepts behind analyzing the market space for IT Services and how to assess and mange risk associated with strategy.

Content / Syllabus 

The ‘core’ content of this course includes:

• The main principles and objectives of Service Strategy
• Core concepts and practices in Strategy and organisations applied to Service Management and IT.
• Defining Services and Market Space
• Conducting Strategic Analysis
• Driving Strategy through the Service Lifecycle stages and interfaces to Strategy
• Challenges, Critical Success Factors and Risks
• Technology considerations related to Service Strategy
• The activities commonly performed in the Service Strategy arena
• Assessing Critical Success Factors and Managing Risk in Service Strategy

The course also covers the managerial and supervisory aspects of the ITIL® processes covered in the Service Strategy stage:

• Financial Management
• Service Portfolio Management
• Demand Management

Examination & Qualification

The course is a part of the ITIL® v3 Intermediate qualification scheme.
The examination will consist of a complex multiple choice, closed book paper, to be completed within 90 minutes. The pass mark will be 65% or higher.

Successful candidates will be awarded 3 credits towards the ITIL® Expert qualification.

See the course location and schedule page to book your place on this course.