The ITIL Intermediate Certificate in Service Strategy forms part of the Lifecycle series of Intermediate certification modules, which can be taken as stand-alone qualifications or with a view to amassing sufficient credits to gain the ITIL Service Management Expert qualification. It will give participants a deep level of understanding of service strategy processes and roles.
This course enables people with foundation-level knowledge of IT service management to apply good practice in processes pertaining to the service strategy lifecycle phase. The course is interactive, combining presentation sessions and group exercises, with plenty of opportunity for questions and discussion. On completion of the course and the required personal study, participants will be able to sit the ITIL Intermediate examination in Service Strategy worth 3 credits.
Individuals who may find this course of interest include IT professionals working within or about to enter a service strategy environment and requiring a detailed understanding of the processes, functions and activities involved, as well as those who are seeking the ITIL Expert qualification in IT Service Management.
The course takes place over 3 days.
Examination
The examination format is:
- Eight complex multiple-choice questions (multi-part, scenario-based, gradient-scoring), closed book
- 90 minutes
- 70% pass mark, distinction mark to be confirmed
The course is presented by Global Knowledge, specialist providers of IT service management, project management and programme management training and consultancy.
ITIL Service Strategy (a three-day course)
Course Content
Introduction to service strategy
- Purpose, goals and objectives
- Scope of service strategy
- Interfaces with other lifecycle phases
- Service strategy and business value
Leading service strategy discussions
- Value creation within the service lifecycle
- Differentiation and strategic advantage
- Capabilities and resources
Defining services and market spaces
- Service definition
- Customer and service assets and business outcomes
- Utility and warranty
- Identifying service opportunities
- Visualising services
Conducting strategic analysis
- Strategic assets
- Service CSFs
- Service alignment
- Pattern and trend analysis
Applying financial management
- Service valuation
- Financial modelling
- Business impact analysis
- Funding the service portfolio and ROI
- Service portfolio management
Managing demand
- Challenges and opportunities
- High-level strategy for demand management
- Demand profiling
- Core service packages
- Service level packages
- Product manager role
- Business relationship manager role
Driving strategy through the service lifecycle
- Service strategy in the context of the service lifecycle
- Policies and constraints for service design
- Service transition requirements
- The service catalogue and service operation
- Opportunities for improvement
Examination
The format of the examination is:
- Eight complex multiple-choice questions (multi-part, scenario-based, gradient-scoring), closed book
- 90 minutes
- 70% pass mark, distinction mark to be confirmed.
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