This course prepares you for the exam leading to the ITIL Intermediate Certificate: Service Strategy. In addition, this certification contributes 3 credits towards the “ITIL Expert” certification. See the ITIL certification scheme for more details.
This comprehensive official ITIL lifecycle certification course will provide you with the knowledge and management principles required to formulate IT service strategy and the organizational capability to provide the vision and forward direction for Service Management. Attend this course to understand a practical approach to the processes and functions required to move an IT organization from a focus on technology to a strategic approach to managing the Service Portfolio and the ITIL processes necessary to deliver value to the business.
Understand and apply the following core Service Strategy principles:
Dynamics and forces impacting IT management
Defining services and how services can deliver value to the customer market spaces
The impact of external markets, customer requirements and continual service improvement on the Service Strategy
Organization structures and provider types supporting an IT Value Network
Defining and managing the relationship between business and IT services and the demand for those services
Defining customer value creation
Defining and managing IT financial measures for success
The strategic benefits of service based costing and recovery
Conducting strategic assessments and dealing with market uncertainty
A practical approach to creating a Service Management strategy
Review of Service Strategy processes, and their associated roles, responsibilities, challenges, risks and critical success factors, including:
Strategy Management for IT Services
Service Portfolio Management
Business Relationship Management
Driving strategy through the Service Lifecycle
How to measure Service Strategy and create return on investment
WHO SHOULD ATTEND?
CIOs, CTOs, managers, supervisory staff, team leaders, planners, IT consultants, IT audit managers, and any IT professional involved in the management of service strategy.
Candidates must hold the ITIL Foundation Certificate in IT Service Management, attained through either the ITIL IT Service Management Essentials (V2) plus the ITIL V2-V3 Foundations Bridging Course or the ITIL V3 or 2011 edition Foundations course. Your certificate must be presented as documentary evidence to gain admission to this course.
EXAM, CERTIFICATION & AWARDS
This course prepares participants for the examination leading to the ITIL Intermediate Certificate: Service Strategy. A 90-minute exam is scheduled on the last day of the course. It consists of eight multiple choice, scenario-based, gradient scored questions. To help prepare attendees for the final exam, a sample exam is delivered during the course. A passing mark of 70% is required to receive your certificate
You will attain 3 ITIL credits
You will attain 25 professional development units (PDUs) for Project Managers
Pink is Green
Due to the in-depth nature of this hands-on course, it is recommended that students complete at least 21 hours of personal study by reviewing the Service Strategy syllabus and the publication in preparation for the examination. You can purchase the Service Strategy publication in a variety of formats from the following sources:
ITIL Online Bookshop
The Stationery Office (TSO)
The Book Depository