ITIL® v3 Intermediate Qualification: Service Strategy

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.

Workshop Course

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

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

Exam Entry Criteria

Candidates must hold the ITIL v3 Foundation Certificate or the v3 Foundation Bridge Certificate.

It is also strongly recommended that candidates complete the pre-course work, which includes reading the Key Element Guide Service Strategy, reviewing the certification syllabus and reading the ITIL Service Strategy book in advance of attending the course.

Course Content

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 analysing 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
Analysing 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
Analysing 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

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