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Content starts here
At a glance
View schedule & enroll Sorted by: location or date
Course number HF437S
Length 3 days
Delivery method 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

Special notes

A 90-minute multiple-choice exam is included with the cost of the course.

For RAIL (live online instructor-led) sessions: The course will be in session on all three days (8:30am- approximately 5:00pm Central Time). After completing the course, you will take the exam through CSME at your convenience via an exam voucher. (Note: Exam Vouchers expire within 30 days of completion of the course). Upon registering, you will receive specific instructions on how to arrange for your exam. HP strongly recommends you take the exam within a few days of completing the course.

For face-to-face open enrollment (Public) sessions Canada only: Lecture will be in session on the first three days (8:30 am- approximately 5:00pm Local Time). After completing the course, you will take the exam through CSME at your convenience via an exam voucher (Note: Exam Vouchers expire within 30 days of completion of the course). Upon registering, you will receive specific instructions on how to arrange for your exam. HP strongly recommends you take your exam within a few days of completing the course.

For face-to-face dedicated (Private) sessions in US and Canada: Lecture will be in session on the first three days (8:30 am- approximately 5:00pm Local Time), and the exam will be administered from 10:00 am - 11:30am on the morning of the fourth day. Students should arrange their return travel accordingly.

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

Course objectives

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 Lifecycle 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, outputs, and interfaces

Service Portfolio Management

  • Purpose, objectives and scope of service portfolio management
  • Value to the business
  • Service portfolio
  • CMS, application portfolio, customer portfolio, customer agreement portfolio, project portfolio
  • Service models
  • Market spaces and service growth
  • 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

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