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ITIL Intermediate Service Strategy 2011 Edition

Course Overview

Students will learn the SS (Service Strategy) part of the ITIL® v3 Intermediate Lifecycle certification stream. The course prepares candidates to take the ITIL® v3 Service Strategy Intermediate exam.

Who Should Attend

CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers and IT security managers involved in the ongoing management, coordination and integration of strategizing activities within the Service Lifecycle.

Course Objectives

This qualification provides a complete management-level overview of Service Strategy including all its related activities: how to design, develop, and implement service management not only as an organizational capability but also as a strategic asset. 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 • Challenges, critical success factors and risks. In addition, the training for this certification includes examination preparation, and a mock examination.

Other Prerequisites

An ITIL v3 Foundation certificate and preferably two years work experience in an IT Service Management environment.

Course Outline

1 - INTRODUCTION TO SERVICE STRATEGY

  • Objectives - Full understanding of service strategy terms and core concepts.
  • The purpose, goals and objectives of service strategy
  • The scope of service strategy
  • The value to the business
  • The context of service strategy in relation to all other lifecycle stages.

2 - SERVICE STRATEGY PRINCIPLES

  • Objectives - The knowledge, interpretation and analysis of service strategy principles, techniques and relationships and their application for creation of effective service strategies.
  • The ability to decide on a service strategy
  • How to utilize the four Ps of service strategy
  • How to define services, create value and leverage the combined use of utility and warranty
  • How to use service economics and sourcing strategies when meeting business outcomes.

3 - SERVICE STRATEGY PROCESSES

  • Objectives - The knowledge, interpretation and analysis of service strategy principles, techniques and relationships and their application for creation of effective service strategies.
  • The management level concepts for the five service strategy processes and how they flow and integrate with the lifecycle
  • The purpose, scope and objectives of each service strategy process and how they link to value for the business.

4 - GOVERNANCE

  • Objectives - The knowledge, interpretation and analysis of service strategy principles, techniques and relationships and their application for creation of effective service strategies.
  • The ability to analyse IT governance and use it to set strategy by leveraging governance frameworks, bodies.

5 - ORGANIZING FOR SERVICE STRATEGY

  • Objectives - The knowledge, interpretation and analysis of service strategy principles, techniques and relationships and their application for creation of effective service strategies.
  • The ability to create an organizational design using the relevant development and departmental methods.

6 - TECHNOLOGY CONSIDERATIONS

  • Objectives - The knowledge, interpretation and analysis of service strategy principles, techniques and relationships and their application for creation of effective service strategies.
  • Understand the relevance and opportunities for service automation and the importance and application of technology interfaces across the lifecycle.

7 - IMPLEMENTING SERVICE STRATEGY

  • Objectives - The knowledge, interpretation and analysis of service strategy principles, techniques and relationships and their application for creation of effective service strategies.
  • Develop implementation strategies that follow a lifecycle approach (e.g. design, transition, operation and improvement, programmes).

8 - CHALLENGES, CRITICAL SUCCESS FACTORS AND RISKS

  • Objectives - The knowledge, interpretation and analysis of service strategy principles, techniques and relationships and their application for creation of effective service strategies.
  • The ability to provide insight and guidance for strategic challenges, risks and critical success factors.

9 - EXAM PREPERATION

  • Sample Exams
  • Feedback
  • Recap

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This is a 4-day class

Price: $2,595.00
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