ITIL® v3 Intermediate Qualification: Service Strategy

Overview

3-days Training
This course builds on the general principles covered as part of the ITIL® Foundation course. It covers the lifecycle aspects of Service Strategy and covers the management and control of the activities and techniques within the Service Strategy stage of the lifecycle but not the detail of each of the supporting processes (which are covered in detail in the capability courses). Additionally the course looks at the concept of Service Strategy as a practice and at the interfaces between Service Strategy and the other stages of the ITIL® Service Lifecycle.

Course Description

Objectives

The purpose of the Service Strategy course is to obtain knowledge on ITIL concepts and terminology. The course looks at activities that may be implemented to enhance the quality of IT service management within an organization and enables students to understand the concepts, processes, functions and activities involved in Service Strategy
The course aims to look at strategic planning, execution and control within a service-based business model, to enable an understanding of the concepts, processes, functions and activities involved in Service Strategy. It also aims to describe strategic perspectives, plans, positions and patterns as applied to service management and IT.
The course prepares delegates for the ITIL® Lifecycle examination in Service Strategy.

Who should attend?

The course is suitable for individuals who require a deeper understanding of the Service Strategy stage of the Service Lifecycle. It offers a natural career development path for practitioner staff who already hold the ITIL® Foundation Certificate.
Before taking the course it is recommended, though not required, that candidates have exposure to basic concepts in IT and related work experience of at least two years.
Delegates are required to hold the ITIL® Foundation Certificate in IT Service Management or v2 to v3 bridge equivalent.

Professional Qualifications

The course forms part of the ITIL® Intermediate qualification programme.
The examination will consist of a complex multiple choice, closed book paper, to be completed within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed 120 minutes to allow use of a dictionary.) The pass mark will be 70% or more.
Successful candidates will be awarded 3 credits towards the ITIL® Expert qualification.

Structure

The course is based on the OGC’s Best Practice Guidelines in the ITIL® Service Lifecycle books; this course is centered on the Service Strategy book.
It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and relevant books in preparation for the examination.
The course is assignment based, with a strong emphasis on practical coursework, working as individuals and in teams.

Documentation

Comprehensive course documentation is provided.

Content:

You Will Learn How To

  • Prepare for and take the ITIL Intermediate Qualification: Service Strategy Certification Exam
  • Define services and market spaces within Service Strategy
  • Conduct Strategic Assessments and manage demand
  • Perform Financial Management and Service Portfolio Management
  • Drive strategy throughout the Service Lifecycle
  • Evaluate Service Strategy using Critical Success Factors and risk assessment

Course Benefits:
Service Strategy provides the skills to leverage the Service Lifecycle as a strategic asset. Service Strategy offers guidance on designing, developing and implementing ITIL Service Management. In this course, you learn how to plan, implement and optimize the Service Strategy processes and gain the skills required to take the ITIL Intermediate Qualification: Service Strategy Certification Exam.
Who Should Attend
This course is valuable for those who want to achieve the ITIL Intermediate Qualification: Service Strategy Certificate. The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day.
Course Workshop
Through extensive activities, you gain knowledge of the development and implementation of an appropriate Service Strategy. Workshops include:

  • Mapping business outcome requirements with an appropriate IT Strategy
  • Establishing the organizational structure using the right Resources with the right Capabilities
  • Assessing the cycle of demand being places on IT systems to document the Patterns of Business Activity
  • Taking the ITIL Intermediate Qualification: Service Strategy Certification Exam
Introduction and Overview
Service Strategy principles

  • The logic of value-creation within the Service Lifecycle
  • Capabilities and resources

Service Strategy and the overall ITIL Lifecycle

  • Strategy concepts and practices applied to Service Management and IT
  • Exploring strategic perspectives, plans, positions and patterns

Defining Services and Market Spaces
Core concepts

  • Practices in internal marketing, business development and opportunity analysis
  • Planning and execution services in the Service Lifecycle

Identifying business outcomes

  • Translating services into customer outcomes, service assets, utility and warranty elements
  • Market spaces and services as configurations and patterns
  • Exploring opportunities for new or changed services

Conducting Strategic Assessments
Assessing strategies

  • Customers and market spaces in strategic assessments
  • Determining the existing capabilities of a service provider

Critical Success Factors (CSFs)

  • Identifying and analyzing CSFs
  • Aligning existing services, capabilities and strategies with the customer’s business

Gauging business potential of existing customers

  • Analyzing patterns within the Service Catalog
  • Accounting for the business strategy of the customer
  • Environmental factors: trends, technological innovation and regulatory compliance

Financial Management and Service Portfolio Management
Financial Management and investments

  • Demonstrating service valuation and service provisioning
  • Analyzing the business impact
  • Funding the Service Portfolio and phases of the Lifecycle
  • Defining expectations or return on investments

The Service Portfolio

  • Examining key concepts and principles
  • Analyzing Service Portfolio methods and processes

Managing Demand
Strategies for Demand Management

  • Profiling, segmentation and service packaging strategies
  • The roles of the Product Manager and Business Relationship Manager

Serving customer needs and business activity patterns

  • Challenges, opportunities and risks
  • Implementing high-level strategies for Demand Management

Demand and customer outcomes

  • Patterns of business activity and user profiles
  • Sources of demand and capacity within the Service Catalog and Service Pipeline
  • Core Service Packages and Service Level Packages

Driving Strategy Through the Service Lifecycle
Implementing Service Strategy

  • Tactics and operations for Service Strategy implementation
  • Opportunities for improvement

Service Strategy and the Service Lifecycle

  • Encoding strategic objectives with Service Design policies and constraints
  • Service Transition requirements to reduce costs and risks
  • Tactical plans for the Service Catalog and the Service Operation phase

Critical Success Factors and Risks
Determining the viability of strategic positions and plans

  • The role of organizational development and sourcing
  • Determining automation and tools needed to meet strategic objectives

Benefits and risks

  • Complexity, coordination, intangible assets and Total Cost of Utilization (TCU)
  • Types of risks and high-level approaches for mitigating risk

Important Course Information

  • Pre-course reading required
  • Approximately 1 hour of home study each evening
  • Course fee includes the ITIL Intermediate Qualification: Service Strategy Certification Exam
  • The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day

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