*Based on the 2011 Edition*    

Class Overview

Upon successful completion of the education and examination components related to this certification, candidates can expect to gain competencies in the following:

• Introduction to Service Strategy 
• Service Strategy Principles
• Service Strategy Processes
• Governance
• Organizing for Service Strategy
• Technology Considerations
• Implementing Service Strategy
• Service Strategy Challenges, Critical Success Factors and risks

In addition the training will include examination preparation, including a mock examination opportunity.

Target Audience

The main target group for the ITIL Intermediate Qualification: Service Strategy Certificate includes but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the on-going management, coordination and integration of strategizing activities within the Service Lifecycle.

The course covers the management of service strategy and core information of supporting activities within the Service Strategy stage, but not the detail of each of the supporting processes.

The target group may also be of interest to:

• Individuals who require a deeper understanding of the ITIL Service Strategy stage of the ITIL Service Lifecycle and how activities in it may be implemented to enhance the quality of IT service management within an organization
• IT professionals working in roles associated with strategic planning, execution and control within a service-based business model, seeking an understanding of the concepts, processes, functions and activities involved in Service Strategy
• Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification can be one of the prerequisite modules
• Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite.

Prerequisites

To be eligible for this ITIL Expert Qualification exam, the candidate must have fulfilled the following requirements:

• Must hold the ITIL v3 foundations certificate in IT Service Management or ITIL v2 Foundation plus the Bridge Certificate and must be presented prior to class
• There are no minimum requirements, but a basic IT literacy and 2+ years IT experience are highly desirable
• It is also recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Strategy book in preparation for the examination
• Approximately 2 hour of home study each evening

Course Length

• Three days- includes lecture, exam preparation, and exam

Exam

• 90 minute timed test
• Closed book
• Passing score: 28/40 or 70%

Class Size

 Maximum of 18 students

Objectives

Introduction to Service Strategy

• The Purpose and objectives of Service Strategy
• Scope of Service Strategy 
• Value to business 
• The context of Service Strategy in relation to:
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement
 

Service Strategy Principles

• Basic approach to deciding a strategy 
• Strategy and opposing dynamics 
• Outperforming competitors 
• The four Ps of Service Strategy
• Services
• Value
• Utility and warranty
• Assets - customer, service and strategic
• Service providers - types and choosing between them
• Defining services
• Strategies for customer satisfaction
• Service economics
• Sourcing strategy
• Strategy inputs and outputs with the service lifecycle

Service Strategy Processes

• Strategy Management
• Service Portfolio Management 
• Financial Management 
• Demand Management
• Business Relationship Management

Governance

• Governance 
• Setting the strategy for governance
• Evaluate, direct, monitor
• Governance framework
• What is IT governance
• Governance bodies
• How Service Strategy relates to governance

Organizing for Service Strategy

• Organizational development
• Organizational departmentalization
• Organizational design
• The role of service owner and business relationship manager
• Strategy, portfolio, financial and demand roles

Technology Considerations

• Service automation 
• Service interfaces 

Implementing Service Strategy

• Implementation through the lifecycle 
• following a lifecycle approach 
• The impact of Service Strategy on other service lifecycle stages 

Service Strategy Challenges, Critical Success Factors and Risks

Summary, Exam Preparation and Directed Studies

Eligibility for the exam

To be eligible for the ITIL Intermediate: Service Strategy examination, candidates shall fulfill the following requirements:

• At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
• There is no minimum requirement but a basic IT literacy and 2+ years IT experience are highly desirable
• Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the Bridge Certificate
• It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Strategy publication in preparation for the examination

Related downloads