ITIL® Service Strategy

An in-depth review of the ITIL Service Strategy concepts, processes and best practices

Course Code : 7005

Overview

In the ITIL Service Strategy course, participants will learn about the principles, concepts, processes and best practices described in the ITIL service strategy core volume. Through a series of lectures and hands-on practical exercises, participants will be prepared for both the adoption of service management best practices in the organization, and for the certification exam. This course focuses on service strategy processes such as strategy management for IT services, service portfolio management, financial management for IT services, demand management and business relationship management. The course also covers topics such as governance, understanding customer needs, defining, creating and managing a service portfolio, and identifying sources of customer demand.

The ITIL Foundation certification is a pre-requisite to take the exam at the end of the class. Proof of certification must be provided in order to receive service strategy exam results.

ITIL is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Schedule Classes

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Course Delivery

This course is available in the following formats:

Live Classroom
Duration: 3 days

Live Virtual Classroom
Duration: 3 days

What You'll learn

  • Review of basic service management concepts
  • Purpose, objectives, scope and business value of service strategy
  • Service strategy interfaces throughout the service lifecycle
  • Principles of service strategy
  • Strategy management for IT services
  • Service portfolio management
  • Financial management for IT services
  • Demand management
  • Business relationship management
  • Governance
  • Service strategy organizational considerations
  • Automation, tools and technology for service strategy
  • Challenges, risks and critical success factors of service strategy

Outline

  • History of ITIL
  • What is a service?
  • Utility, warranty and value
  • Assets, resources and capabilities
  • What is service management?
  • Stakeholders
  • Processes and function
  • Generic service management roles
  • The service lifecycle map
  • Purpose of service strategy
  • Objectives of service strategy
  • Scope of service strategy
  • Business value of service strategy
  • Inputs and outputs
    • Service strategy to service design
    • Service strategy to service transition
    • Service strategy to service operation
    • Service strategy to continual service improvement
  • Basic approach to deciding a strategy
  • Opposing dynamics of strategy
  • Four Ps of service strategy
  • Different types of services
  • Utility, warranty and value
  • strategic, customer and service assets
  • Service provider types
  • Approach to defining services
  • Basic strategies for customer satisfaction
  • Service economics
  • Sourcing strategies
  • Purpose
  • Objectives
  • Scope
  • Business value
  • Policies, principles and basic concepts
  • Activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Critical success factors and key performance indicators
  • Challenges and risks
  • Roles and responsibilities
  • Purpose
  • Objectives
  • Scope
  • Business value
  • Policies, principles and basic concepts
  • Activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Critical success factors and key performance indicators
  • Challenges and risks
  • Roles and responsibilities
  • Purpose
  • Objectives
  • Scope
  • Business value
  • Policies, principles and basic concepts
  • Activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Critical success factors and key performance indicators
  • Challenges and risks
  • Roles and responsibilities
  • Purpose
  • Objectives
  • Scope
  • Business value
  • Policies, principles and basic concepts
  • Activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Critical success factors and key performance indicators
  • Challenges and risks
  • Roles and responsibilities
  • Purpose
  • Objectives
  • Scope
  • Business value
  • Policies, principles and basic concepts
  • Activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Critical success factors and key performance indicators
  • Challenges and risks
  • Roles and responsibilities
  • Basic concepts of governance
  • Governance strategy
  • Key governance activities
  • Governance framework
  • Relationship of service strategy to governance
  • Roles involved in service strategy
  • Organizational development
  • Organizational design
  • Service automation
  • Service analytics and instrumentation
  • Service interfaces
  • Technology encounters
  • Technology-mediated service recovery
  • Key implementation considerations
  • Lifecycle approach to implementation
  • How service strategy affects other lifecycle stages
Each participant receives a copy of the following Kindle books:

  • Service strategy: Practical applications of Strategy Concepts, Processes and Best Practices
  • Core Elements of Service Strategy
  • Service Strategy Practice Exam Questions – Set I
  • Service Strategy Practice Exam Questions – Set II
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Prerequisites

In order to pursue this ITIL – SS certification, having an ITIL Foundation certification (v3 or newer) is mandatory. Ideally, 2 or more years of related work experience is recommended. It is highly advisable to read ITIL Service Strategy 2011 Edition as well.

Who Should Attend

The ITIL – Service Strategy course is highly recommended for:

  • IT professionals
  • Service desk professionals
  • Business professionals
  • Executive leadership
  • Service management professionals
  • Incident managers
  • Problem managers
  • IT governance professionals
  • Financial management professionals
  • Business relationship managers
  • Change managers
  • Quality improvement professionals

Interested in this course? Let’s connect!

ITIL Certification Exam

The ITIL® Service Strategy certification exam is an 8 question multiple-choice exam. Native English speakers are allowed 1 hour 30 minutes to complete the exam. If English is your second language, you are allowed an additional 30 minutes for a total of 2 hours. The exam is gradient-scored, meaning that for each of the 8 questions there are 4 possible answers. Answer reward a different number of points based on level of accuracy according to the following scale:

  • Best answer – 5 points
  • 2nd Best answer  – 3 points
  • 3rd Best answer – 1 point
  • Worst answer – 0 points

A passing score on the exam is 28 or more points out of the 40 possible points, or 70% or above. The ITIL® Service Strategy in an intermediate-level certification that demonstrates in-depth understanding of the concepts described in the ITIL service strategy core book. The exam can be delivered paper-based or online. Upon passing the certification exam, you are awarded 3 credits in the ITIL® certification scheme.

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