ITIL Intermediate Qualification: Service Strategy

SKU: ITIL-INTERMEDIATE-CERTIFICATION-SERVICE STRATEGY

Catalog: 

  • ITIL® Certification Workshop

Tags: 

  • ITIL Intermediate Service Strategy Certification (Lifecycle Stream) Workshop

 
Overview
Increased competitiveness, complex business processes and technology explosion has lead to a compulsion of specialized skills marked as a mandatory for individuals involved in delivering these business services. Foundation level knowledge is nowadays a pre-requisite for perfoming service management activities, at the same time, it is also important to have specialized knowledge and expertise in handling practical real-life situations.
The ITIL Intermediate Qualification : Service Strategy is part of the ITIL Intermediate lifecycle stream and one of the modules that leads to ITIL Expert in IT Service Management Certificate.
 
Who should attend?
The course is designed for, 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 ongoing management, coordination and integration of strategising activities within the Service Lifecycle.
 
Course Prerequisites
Delegates willing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the 2011 Foundation or V3 Foundation or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission.
 
Course Objectives
• Analyse techniques, principles and relationships to enable efficient service strategies
• Leverage governance framework through assessment and applicability of IT governance
• Learn service strategy requisites and classification
• Evaluate viability and priority of decision planning tool (i.e. business case) using specialized techniques (i.e. NPV and IRR)
• Determine opportunities for automation of services and strategic evaluation
• Define and analyse the purpose, objectives and scope of service strategy and its processes
• Prepare for and take the ITIL Intermediate Qualification: Service Strategy Certification Exam
 
Course Outline
• Service Strategy Principles
• Defining services and market spaces
• Conducting Strategic Assessments
• Financial Management
• Service Portfolio Management
• Driving strategy through the Service Lifecycle
• Managing demand
• Analysis, justification and selection of the implementation approaches, challenges, critical success factors and risks
 
Course Mode:
• Instructor Led - Complete Classroom Learning with limited class size. The course includes work-based practical activities and discussions as well as real-life case studies.
 
Course Duration:
• 3 Days (Examination is conducted at the end of 3rd day of training)
 

 
Course Deliverables
• Pre-study enrollment pack consisting of ITIL reference materials
• Officially accredited extensive ITIL Courseware
• Real life case studies and practical assignments including extensive review sessions
• Official ITIL sample papers (2 sets)
• Extensive Support (Email/Phone) (Access to Innate Labs - ITIL Forums)
• Earn 24 PMI® PDUs
 100% passing guarantee - Else we pay your re-exam fees
 
Course Fees Includes:
• ITIL Training Fees
• ITIL 2011 Intermediate Qualification - Service Strategy Certification Examination Fees
• 4-Star Conferencing Facilities including lunch, Tea/Coffee
• Course Deliverables as stated above

Certification Examination Details:
• Examination Format : Multiple choice, scenario-based, gradient scored questions
• Number of Questions : 8
• Pass Score : 70% i.e. 28/40
• Exam Duration: Maximum 90 minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary).
• Exam mode : Online or Paper Based Examination fully accredited by APMG-International - UK

 

Introduction to Service Strategy

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 process improvement
  • Exploring strategic perspectives, plans and positions

Service Strategy Principles

Deciding on service strategy

  • 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

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
  • Deciding organisational design

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

 
 

What is this course all about?
In this course, you learn how to plan, execute, manage and optimise the service strategy processes. Through personalized coaching, practical assignments, real life case studies, practice (mock) exams and extensive review sessions, you not only gain the requisite knowledge to take the ITIL Intermediate Qualification: Service Strategy Certification Exam but also gain detailed insights in the service strategy guidance as provided by the ITIL Framework.
 
What background do I need?
As mentioned in the Course Details section, you would be requiring to hold ITIL 2011 Foundation Certificate OR ITIL V3 Foundation Certificate OR V2 Foundation plus Bridge Certificate to attend this course and take the ITIL Certification Exam on the final day of class.
 
Does this course counted towards the credits for ITIL Expert certification?
Yes, as you achieve the ITIL Intermediate Qualification: Service Strategy, you gain three credits towards the ITIL Expert certification. To be able to gain the ITIL Expert certification, you require to earn minimum of 22 credits. Please refer: http://www.itil-officialsite.com/qualifications/creditprofiler.aspx
 
What were the changes to the syllabus as part of change for ITIL 2011 Edition?
The service strategy syllabus has been revamped so that the sections align with the other lifecycle syllabi, with the exception of section four, which covers the topic of governance. Service strategy principles and concepts previously covered in various sections are now all covered in the section “Service strategy principles.” ITIL Service Strategy now also includes two new processes: strategy generation and business relationship management, which are now covered in the service strategy processes section of the syllabus.
 
Is this course aligned and updated according to the changes of ITIL 2011 Edition?
Yes. This course is updated as per latest ITIL 2011 edition.
 
What are the changes being made to ITIL Service Strategy : Best Practice Guidance book for ITIL 2011 Edition?
The basics and hypothesis within the publication have been enhanced, without modifying the overall key communication. The reorganized publication includes additional practical guidance and additional examples where essential. The newly defined process of strategy management for IT services outlines the development and maintenance of business and IT strategies. There are also separate descriptions of business strategy and IT strategy; financial management has been extended; and business relationship management and demand management are now covered as processes.
 
What is the difference between Lifecycle and Capability Qualification Certification?
The Lifecycle and Capability certification forms the two streams/paths, or branches, of the ITIL intermediate-level qualification scheme.
The Lifecycle stream-which includes the service strategy qualification-consists of five modules or certifications. These certifications focus on the service lifecycle, the use of process and practice within the lifecycle and developing the skills needed to deliver quality service management practices in an organisation.
The Capability certificates, which are made up of four modules, are focused toward those who want a thorough understanding of ITIL processes and roles. The primary focus is on activities, execution and use of the processes throughout the entire service lifecycle.