This course leads to the ITIL Certificate – Service Strategy. This is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream or the Service Operations and Service Transition combination course.
ITIL Intermediate Certificate - Service Strategy
About the Course
This course leads to the ITIL Certificate – Service Strategy. This is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream or the Service Operations and Service Transition combination course. It is one of the modules that leads to the ITIL Expert Certificate in IT Service Management. This course is suitable for individuals who require a detailed understanding of the ITIL Service Transition phase of the ITIL core Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation
The course covers the management and control of the activities and techniques within the Service Strategy stage, but not the detail of each of the supporting processes.
Who is it for?
This course is suitable for individuals who require a detailed 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
It is particularly suitable for: CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers.
Candidates wishing to be trained and examined for this qualification must
already hold the ITIL Foundation Certificate in IT Service Management (the
V3 Foundation or V2 Foundation plus Bridge Certificate). Candidates should
bring their certificate(s) with them to complete the registration process on
the first day of the course.
The course will consist of formal lecturing, group discussions, in-course
assignments, and a practice examination paper. There will be detailed
learning activities with evening assignments and the examination (90
minutes) will be held at the end of day three.
Introduction to service strategy
- Full understanding of service strategy terms and core concepts.
- The purpose, goals, scope and objectives of service strategy
- The value to the business
- The context of service strategy in relation to all other lifecycle stages.
Service strategy principles
- The ability to decide on a 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.
Service strategy processes
- 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.
- The ability to analyse IT governance and use it to set strategy by leveraging governance framework and bodies.
Organizing for service strategy
- The ability to create an organizational design using the relevant development and departmental methods.
- Understand the relevance and opportunities for service automation and the importance and application of technology interfaces across the lifecycle.
Implementing service strategy
- Develop implementation strategies that follow a lifecycle approach (e.g. design, transition, operation and improvement, programmes).
Challenges, critical success factors and risks
- The ability to provide insight and guidance for strategic challenges, risks and critical success factors.
ITIL-SD – Service Design
ITIL-SO - Service Operation
ITIL-CSI – Continual Service Improvement
ITIL-ST – Service Transition
ITIL-MAL – Managing across the Lifecycle
ITIL-PRAC – ITIL Practitioner