The ITIL® Intermediate Qualification: Service Strategy Certificate is part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert in IT Service Management Certificate. This 3 day course covers the management and control of the activities and techniques within the Service Strategy stage. The course looks at strategic planning, execution and control within a service-based business model, to describe strategic perspectives, plans, positions and patters as applied to service management in IT and it positions the candidate to successfully complete the associated exam.
At the end of this 3 day course, the student will gain competencies in:
Service Strategy Principles
Management and control of all Service Strategy activities
Roles and responsibilities within Service Strategy and the activities and functions
How to measure Service Strategy performance
Technology and implementation requirements in support of Service Strategy
Challenges, critical success factors, and risks related with Service Strategy
The course prepares candidates for the ITIL Intermediate Qualification: Service Strategy Certification Exam
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The logic of value-creation within the Service Lifecycle
Capabilities and resources
Service Strategy & the overall ITIL® Lifecycle
Strategy concepts and practices applied to Service Management and IT
Exploring strategic perspectives, plans, positions and patterns
MODULE 2: Defining Services & Market Spaces
Practices in internal marketing, business development and opportunity analysis
Planning and execution services in the Service Lifecycle
Identifying business outcomes
Translating services into customer outcomes, service assets, utility and warranty elements
Market spaces and services as configurations and patterns
Exploring opportunities for new or changes services
MODULE 3: Conducting Strategic Assessments
Customers and market spaces in strategic assessments
Determining the existing capabilities of a service provider
Critical Success Factors (CSFs)
Identifying and analyzing CSFs
Aligning existing services, capabilities and strategies with the customer's business
Gauging business potential of existing customers
Analyzing patters within the Service Catalog
Accounting for the business strategy of the customer
Environmental factors: trends, technological innovation and regulatory compliance
MODULE 4:Financial Management & Service Portfolio
Financial Management & Investments
Demonstrating service valuation and service provisioning
Analyzing the business impact
Funding the Service Portfolio and phases of the Lifecycle
Defining expectations or return on investments
The Service Portfolio
Examining key concepts and principles
Analyzing Service Portfolio methods and processes
MODULE 5: Managing Demand
Strategic for Demand Management
Profiling, segmentation and service packaging strategies
The roles of the Product Manager and Business Relationship Manager
Serving customer needs & business activity patterns
Challenges, opportunities and risks
Implementing high-level strategies for Demand Management
Demand and customer outcomes
Patterns of business activity and user profiles
Sources of demand and capacity within the Service Catalog and Service Pipeline
Core Service Packages and Service Level Packages
MODULE 6: Driving Strategy through the Service Lifecycle
Implementing Service Strategy
Tactics and operations for Service Strategy implementation
Opportunities for improvement
Service Strategy and the Service Lifecycle
Encoding strategic objectives with Service Design policies and constraints
Service Transition requirements to reduce costs and risks
Tactical plans for the Service Catalog and the Service Operations phase
MODULE 7: Critical Success Factors and Risks
Determining the viability of strategic positions and plans
The role of organizational development and sourcing
Determining automation and tools needed to meet strategic objectives
Benefits and risks
Complexity, coordination, intangible assets and Total Cost of Utilization (TCU)
Types of risks and approaches to mitigate risks
To be eligible for the ITIL® Intermediate Qualification: Service Strategy examination, candidates shall fulfill the following requirements:
At least 21 contact hours of instruction
Basic IT literacy or around 2 years of IT experiences is desirable
Hold the ITIL® Foundation Certificate in IT Service Management
Passing score is 70%. Eight (8) multiple choice, scenario based, gradient scored questions. Each question will have 4 possible answer options, one of which is worth 5 marks, one of which is 3 marks, one of which is 1 mark, and one of which is a distracter and achieves no marks. Maximum 90 minutes for all candidates in their respective language.
ITIL® is a registered trade mark of AXELOS Limited.
CIOs, CTOs, managers, supervisory staff, and team leaders
Service designers, IT architects, planners, consultants, and security managers
Any other IT operations, technical, or IT management personnel requiring more information about ITIL® best practices related to service strategy
Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT
ITIL®Foundation certification (v3 or newer) required
Two years of relevant work experience
ITIL® is a registered trade mark of AXELOS Limited.
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