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ITIL® Intermediate Certification: Service Lifecycle - Service Strategy

4-6 Dec 2017 (€1,450 per seat)
Dublin
3 Days
Purpose: 

The aim of the course is to improve the way any organisation delivers the ITIL® Service Lifecycle. It will increase the knowledge and understanding of terminology, processes, activities and roles.

It provides a detailed exploration of organisation and human aspects of ITIL® such as team functions and departmental operations and provides the opportunity to sit the ITIL® Lifecycle examination in Service Strategy.

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 in IT Service Management Certificate. 

Exam Information: 

90 minute mutliple choice exam with scenario based questions.

Online or paper exam.

Passmark is 70% (28/40)

Suitable for: 

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.

The main target candidate for the ITIL Intermediate Qualification: Service Strategy Certificate includes,
but is not restricted to:

  •  Chief information officers (CIOs)
  •  Chief technology officers (CTOs)
  •  Managers
  •  Supervisory staff
  •  Team leaders
  •  Service designers
  •  IT architects
  •  IT planners
  •  IT consultants
  •  IT audit managers
  •  IT security managers
  •  ITSM trainers involved in the on-going management, co-ordination and integration of strategising activities within the service lifecycle
  •  Individuals who require a deeper understanding of the ITIL service strategy stage of the ITIL service lifecycle and how activities in it may be implemented to enhance the quality of IT service management within an organisation
  •  IT professionals working in roles associated with strategic planning, execution and control within a service-based business model, seeking an understanding of the concepts, processes, functions and activities involved in service strategy
  •  Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications
  •  Individuals seeking the ITIL Expert Certification in IT Service Management for which this qualification can be one of the prerequisite modules
  •  Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.

The examination board is the Information Systems Examination Board (ISEB), which is a part of the British Computer Society (BCS).

The ITIL® Intermidiate level of certification is becominig increasingly popular and offers an internationally recognised level of competence and skill sets.

Objectives:

The examination board is the Information Systems Examination Board (ISEB), which is a part of the British Computer Society (BCS).

The ITIL® Intermidiate level of certification is becominig increasingly popular and offers an internationally recognised level of competence and skill sets.

Benefits:

This qualification provides a complete overview of service strategy including all its related activities: how
to design, develop, and implement service management not only as an organisational capability but also
as a strategic asset.

Candidates can expect to gain competencies in the following upon successful completion of the
education and examination components related to this certification:

 

  •  Introduction to service strategy
  •  Service strategy principles
  •  Service strategy processes
  •  Governance
  •  Organising for service strategy
  •  Technology considerations
  •  Implementing service strategy
  •  Challenges, critical success factors and risks.

In addition, the training for this certification should include examination preparation, including a mock
examination opportunity.

Detailed Content:

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 utilise 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 analyse IT governance and use it to set strategy by leveraging governance
frameworks, bodies.

 Learning Unit SS05: Organising 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 organisational 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, programmes).

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.