Course Description
The ITIL® Intermediate Qualification: Service Strategy Certificate is a free-standing qualification but 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 ITIL® Service Strategy publication. The course covers the management-level concepts and core information of the supporting activities within service strategy, but not specific details about each of the supporting processes.
Learning Unit SS01: Introduction to service strategy
Bloom’s Level 2 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.
Learning Unit SS02: Service strategy principles
Bloom’s Level 4 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.
Learning Unit SS03: Service strategy processes
Bloom’s Level 4 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.
Learning Unit SS04: Governance
Bloom’s Level 4 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 analyze IT governance and use it to set strategy by leveraging governance frameworks, bodies.
Learning Unit SS05: Organizing for service strategy
Bloom’s Level 4 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.
Learning Unit SS06: Technology considerations
Bloom’s Level 4 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.
Learning Unit SS07: Implementing service strategy
Bloom’s Level 4 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, programs).
Learning Unit SS08: Challenges, critical success factors and risks
Bloom’s Level 4 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.
Agenda
Learning Unit SS01: Introduction to service strategy
Bloom’s Level 2 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.
Learning Unit SS02: Service strategy principles
Bloom’s Level 4 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.
Learning Unit SS03: Service strategy processes
Bloom’s Level 4 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.
Learning Unit SS04: Governance
Bloom’s Level 4 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 analyze IT governance and use it to set strategy by leveraging governance frameworks, bodies.
Learning Unit SS05: Organizing for service strategy
Bloom’s Level 4 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.
Learning Unit SS06: Technology considerations
Bloom’s Level 4 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.
Learning Unit SS07: Implementing service strategy
Bloom’s Level 4 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, programs).
Learning Unit SS08: Challenges, critical success factors and risks
Bloom’s Level 4 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.