Remotely assisted instructional learning (
RAIL)
Instructor-led training (
ILT)
Onsite dedicated training (
OST)
Price
USD $2,100
CAD $2,310
Credits Toward ITIL Expert
3
Course overview
This 3 day course focuses on the activities for transforming
ITSM into a strategic asset and driving strategy through the service lifecycle. Topics include the principles of Service
Strategy, Strategy Management for IT Services, Service Portfolio Management, Demand Management, Financial
Management and Business Relationship Management. Governance, critical success factors and risks are also
covered.
Prerequisites
Existing holder of the ITIL V3 Foundation
Certificate, or an earlier Foundation qualification
and an ITIL V3 Foundation Bridge Certificate
Audience
The main target candidate for the ITIL Intermediate Qualification:
Service Strategy Certificate includes, but is not restricted to:
Chief information officers (CIOs), Chief technology officers (CTOs), Managers, Supervisory staff, Team leaders, Service designers, IT architects, IT planners, IT consultants, IT audit managers, IT security managers, ITSM trainers involved in the on-going management, co-ordination and integration of strategizing activities within the service lifecycle,
Individuals who require a deeper understanding of the ITIL service strategy stage of the ITIL service lifecycle and how activities in it may be implemented to enhance the quality of IT service management within an organization
IT professionals working in roles associated with strategic planning, execution and control within a service-based business model, seeking an understanding of the concepts, processes, functions and activities involved in service strategy
Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications
Individuals seeking the ITIL Expert Certification in IT Service Management for which this qualification can be one of the prerequisite modules
Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite
Ways to save
Save with the HP Care Pack education service offerings
This qualification provides a complete overview of service strategy
including all its related activities:
How to design, develop, and implement service management not only as an organizational capability but also as a strategic asset
Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification: Introduction to service strategy, Service strategy principles, Service strategy processes, Governance, Organizing for service strategy, Technology considerations, Implementing service strategy, Challenges, critical success factors and risks
Be prepared to sit the formal ITIL Service Strategy examination
Next steps
Other modular courses from the Life cycle or
Capability streams leading to the ITIL Expert
qualification
Benefits to you
Learn to understand the ITIL® lifecycle and the fundamental processes involved in Service Strategy and how to integrate them into your business’ IT service model
Understand how IT and the Business can collaborate to improve overall productivity and efficiency
Learn to move the reactive relationship between IT and users to a proactive relationship
Certification value
On successful completion of this course, the student can claim 26 education units or PDUs that can be used to attain or maintain the PMI® PMP® credential
Course outline
Introduction to Service Strategy
Purpose, objectives and scope of Service Strategy
Value to the business
Lifecycle context
Service Strategy Principles
Service Strategy and opposing dynamics
Outperforming competitors
Four Ps of strategy
Services
Value
Utility and Warranty
Assets – customer, service and strategic
Service providers
Defining services
Strategies for customer satisfaction
Service economics
Business impact analysis
Sourcing strategies
Strategic inputs and outputs
Strategy Management for IT Services
Purpose, objectives and scope of IT Service Management
Process: Strategic assessment, Strategy generation, Strategy execution and Triggers, inputs, utputs and interfaces
Service Portfolio Management
Purpose, objectives and scope of service portfolio management
Aligning service assets, services and business outcomes
Service portfolio management through the lifecycle
Service portfolio management (SPM) process
Demand Management
Purpose, objectives and scope of demand management
Comparison of demand management and capacity management
Value to the business
Demand policies, principles and basic concepts
Demand management process
Triggers, inputs, outputs and interfaces
Critical success factors, challenges and risks
Financial Management for IT Services
Purpose, objectives and scope of financial management for IT services
Value to the business
Financial management policies, principles and basic concepts
Financial management process
Triggers, inputs, outputs and interfaces
Critical success factors, challenges and risks
Business Relationship Management
Purpose, objectives and scope of business relationship management
Comparison of business relationship management and capacity management
Value to the business
Business relationship management policies, principles and basic concepts
Business relationship management process
Triggers, inputs, outputs and interfaces
Critical success factors, challenges and risks
Governance
What is governance?
Setting strategies, policies and plans
Activities: Evaluate, Direct, Monitor
Governance framework
What is IT governance?
Governance bodies
Strategy and governance
Organizing for Service Strategy
Organizational development
Roles: Service Owner, Business Relationship Manager, Customers and Users, Strategy Management for IT Services Process Owner / Process Manager, Financial Management for IT Services Process Owner / Process Manager, Demand Management Process Owner / Process Manager
Technical Considerations
Service Automation
Service Interfaces Implementing Service Strategy
Implementing Service Strategy
Implementation through the lifecycle
Following a lifecycle approach
Impact of Service Strategy on other lifecycle stages
Challenges, critical success factors and risks
ITIL® Qualification Scheme
HF437S D.00
ITIL® is a registered trade mark of the Cabinet Office
