Introduction

A complete overview of 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

Course Duration : 4 Days instructor-Led Classroom Training

Synopsis
Outline
Objectives
Audience
Certification & Exam Info
Prerequisites
Synopsis

This course is relevant for professionals who play a role in developing, implementing, managing and improving IT service quality in order to deliver business value. This is a freestanding qualification and is also part of the ITIL intermediate lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management.

The purpose of this training module and the associated exam and certificate is, respectively, to impart, test and validate the knowledge on industry practices in service management and strategy as documented in the official ITIL Service Strategy publication.

Practical examples and real life case studies are used to guide and assist with the understanding of key concepts throughout the course. At the end of the classroom training, the certification exam may be taken.

Outline

Introduction to service strategy

  • The scope of service strategy
  • The value to the business
  • The context of service strategy in relation to all other lifecycle stages

Service strategy principles

  • 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.

Service strategy processes

  • 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.

Governance

  • The ability to analyse IT governance and use it to set strategy by leveraging governance frameworks, bodies.

Organizing for service strategy

  • The ability to create an organizational design using the relevant development and departmental methods.

Technology considerations

  • Understand the relevance and opportunities for service automation and the importance and application of technology interfaces across the lifecycle

Implementing service strategy

  • Develop implementation strategies that follow a lifecycle approach (e.g. design, transition, operation and improvement programmes)

Challenges, critical success factors and risks

  • The ability to provide insight and guidance for strategic challenges, risks and critical success factors
Objectives

On completion of this course, the following learning outcomes will be achieved:

  • Introduction to service strategy
  • Understanding Service strategy principles
  • Service strategy processes
  • Contribution to and role of Governance
  • Organizing for service strategy
  • Technology considerations
  • Implementing service strategy
  • Challenges, critical success factors and risks
Audience

The target audience for this course and qualification are:

  • IT consultants
  • IT service providers
  • IT senior managers
  • IT managers and supervisory staff
  • IT audit managers
  • IT security managers
  • Service designers
  • IT architects who are involved in the developing, designing, managing, delivering and optimizing IT Services within the organization.
Certification & Exam Info

Participants who successfully complete the course and pass the examination will be recognized as certified with ITIL Service Strategy Intermediate Certificate under the AXELOS certification scheme. Delegates who do not attain a passing score for the examination would be awarded a course attendance certificate only.

EXAMINATION FORMAT

  • 8 Scenario-based Multiple Choice Questions
  • Gradient scoring system with 5, 3, 1 and 0 marks attributed to each answer
  • 28 marks required to pass (out of 40 available) – 70%
  • 90-minutes duration
  • Closed-book
Prerequisites

Participants wishing to sit the qualification examination must already hold the ITIL Foundation Certificate in IT Service Management which must be presented as documentary evidence to gain admission

Related Courses

ITIL:2011 Service Strategy (SS)

Instructor Led Classroom Training - Singapore

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Singapore, 228149 Singapore
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