ITIL Service Strategy

Service Strategy Certificate is not only a free-standing qualification, but also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. The purpose of this training module and the associated exam and certificate is respectively, to impart, test, and validate the knowledge on industry practices in Service Management as documented in the ITIL Service Strategy publication.

OBJECTIVES

The objective of Service Strategy include providing:

  • An understanding of what strategy is.
  • A clear identification of the definition of services and the customers who use them.
  • The ability to define how value is created and delivered.
  • A means to identify opportunities to provide services and how to exploit them.
  • A clear service provision model, that articulates how services will be delivered and funded, and to whom they will be delivered and for what purpose.
  • The means to understand the organizational capability required to deliver the strategy.
  • Documentation and coordination of how service assets are used to deliver services, and how to optimize their performance.
  • Processes that define the strategy of the organization, which services will achieve the strategy, what level of investment will be required, at what levels of demand, and the means to ensure a working relationship exists between the customer and service provider.

TARGET CANDIDATE

ITSM trainers involved in the ongoing management, co-ordination and integration of Strategy activities within the service lifecycle.

  • Individuals who require a detailed understanding of the ITIL® service Strategy stage of the ITIL® service lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization.
  • 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 Certificate 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.

EXAM PREREQUISITES

To be eligible for the ITIL® Intermediate: Service Strategy qualification, candidates shall fulfill the following requirements:

  • At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme.
  • A basic IT literacy and around 2 years IT experience are highly desirable.
  • Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL® and bridge qualifications.
  • It is also recommended that candidates should complete at least 21 hours of personal study by reviewing the syllabus and the ITIL® Service Strategy publication in preparation for the examination.

SYLLABUS

  • Introduction to Service Management Lifecycle.
  • Service Management as a Practice.
  • Introduction to Service Strategy.
  • Service Strategy Principles.
  • Service Strategy Processes.
  • Governance.
  • Implementing Service Strategy.
  • Organizing for Service Strategy.
  • Technology Considerations for Service Strategy.
  • Challenges, Critical Success factors & Risks.
  • Summary & Directed studies.

COURSE OBJECTIVE

This qualification provides a complete management-level overview of Service Strategy including all its related activities: how to design, develop,amd implement service management not only as an organizational 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.
  • Organizing for Service Strategy functions.
  • Technology considerations.
  • Implementation of Service Strategy.
  • Challenges, Critical Success Factors and Risks.

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

PARTICIPANTS

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 group 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 ongoing management, co-ordination and integration of Strategy activities within the service lifecycle.
  • Individuals who require a detailed understanding of the ITIL Service Strategy stage of the ITIL Service Lifecycle and how it may be implemented to enhance the quality if IT service provision within an organization.
  • IT professionals working within or about to enter a Service Strategy environment and requiring an understanding of the concepts, processes, functions and activities involved.
  • Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advice 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.

COURSES OUTLINE

  • LEARNING UNIT 1: Introduction to Service Strategy.
  • LEARNING UNIT 2: Service Management as a Practice.
  • LEARNING UNIT 3: Service Strategy Principles.
  • LEARNING UNIT 4: Service Strategy Processes.
  • LEARNING UNIT 5: Governance.
  • LEARNING UNIT 6: Organizing for Service Strategy.
  • LEARNING UNIT 7: Technology Considerations.
  • LEARNING UNIT 8: Implementing Service Strategy.
  • LEARNING UNIT 9: Challenges, Critical Success factors & risks.
  • LEARNING UNIT 10: Summary & Directed studies.

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Exam Format

  • Exam Type: Eight(8)Multiple Choice Questions, Scenario based, gradient scored questions. Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark and one which is a distracter and achieves no marks.
  • Exam Duration: 90 minutes.
  • Open Book: No.
  • Pass Score: 28/40 or 70%.

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