ITIL 2011 Intermediate - Lifecycle - Service Strategy

Duration:3 days

Course Description:

ITIL is comprised of five core publications: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement, promoting alignment with the business as well as improving operational efficiency. The official ITIL® qualification scheme describes two Streams, the Service Lifecycle Stream and the Service Capability stream.The Service Lifecycle stream focuses on ITIL practices within the Service Lifecycle context. The prime focus is the Lifecycle itself as well as the process and practice elements used within it. The Service Capability stream is for those who wish to obtain an in depth understanding of ITIL processes and roles. Attention to the Service Lifecycle is illustrated as part of the curriculum but the primary focus is the on the process activities, execution and use throughout the Service Lifecycle. The ITIL SS (Service Strategy) course is part of the ITIL® Intermediate Lifecycle certification stream. The course prepares candidates to take the ITIL® Service Strategy Intermediate exam as well as providing valuable knowledge that can be implemented in the workplace.

Course and Learning Objectives:

At the end of this course, you will learn:

• The logic of value-creation within the context of the ITIL Service Lifecycle

• Strategic assets of an organization and their performance potential for serving particular customers or market spaces (internal or external)

• Formal definitions of services suitable for planning and execution across the Service Lifecycle

 • Service valuation, demand modeling, service provisioning and analysis, and business impact analysis

• Service Portfolio Management, methods, and processes related to service management and services

• High-level strategies for demand management that can be supported by capabilities across the Service Lifecycle

• How Service Strategy is driven through and informed by other elements of the Service Lifecycle

Course Approach:

Participants will learn the principles and core elements along with the activities and technology

& implementation considerations within the Service Strategy stage of the Service Lifecycle.

An interactive approach is used combining lecture, discussion and case study experience to

prepare participants for the ITIL Intermediate Service Strategy certification exam as well as

providing valuable practical knowledge that can be rapidly applied in the workplace. Quint

Wellington Redwood’s integrated case study deepens the participant’s appreciation of how

ITIL best practices can be applied in order to improve IT performance. Practical assignments

are used throughout the course to enhance the learning experience.

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 P’s 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, programmer

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 PREPARATION

• Sample Exams

• Feedback

• Recap

 

About the Examination:

Exam Format:

Multiple choice, scenario-based, gradient scored questions.

Number of Questions: 8

Pass Score: 28/40 or 70%

Exam Delivery: Online or paper based

Exam Duration: 90 minutes

Open/Closed Book: Closed Book

Prerequisites:

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

Credits:

Upon successfully achieving the ITIL Service Strategy certificate, students earn 3 credits in

the ITIL  qualification scheme.

Project Management Institute – Professional

Development Units (PDUs) = 28

Target Audience:

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.