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
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 C.00
ITIL® is Registered Trademark of the Office of Government Commerce in the United Kingdom
and other countries
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