ITIL® Service Strategy Training

ITIL® Service Strategy Training

ITIL® INTERMEDIATE (LIFECYCLE MODULE) – SERVICE STRATEGY

Service Strategy (SS) is a free-standing qualification, but is also part of the ITIL® Intermediate Service Lifecycle stream, and one of the courses that leads to the ITIL® Expert in IT Service Management Certificate.

The ITIL® Certificate in Service Strategy is intended to enable the holders of the certificate to apply the practices in resolution and support of the Service Management Lifecycle.

LEARNING OBJECTIVES & CONTENT

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification.

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
  • Utilizing 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

ANALYZING 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

  • Organizing for service strategy
  • Identifying organizational development
  • Applying organizational departmentalization
  • Deciding organizational design

TECHNOLOGY AND SERVICE STRATEGY

  • Automating service
  • Analyzing 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

PREREQUISITE

Candidates wishing to be trained and examined for this qualification must already hold the ITIL® Foundation Certificate in IT Service Management.

AUDIENCE

Individuals who require a deep understanding of ITIL® Certificate in Service Strategy Operational staff involved in Process covered in SS, Technical Management, IT Operations Management and Application Management.

DURATION

  • 3 Days

EXAM PATTERN

  • 90 Minutes computer Based Exam with Eight (8) multiple choice, scenario-based, gradient scored questions.
  • Passing Score: 70% (28/40)

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