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You Will Learn How To
- Prepare for and take the ITIL Intermediate Qualification: Service Strategy Certification Exam
- Analyse principles, techniques and relationships to create effective service strategies
- Identify the purpose, scope and objective of each service strategy process
- Assess IT governance to set strategy and leverage governance frameworks and bodies
- Determine opportunities for service automation and technology application
- 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 optimise 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 Foundation Certificate (or v2-v3 bridge equivalent), or the ITIL Expert Certificate achieved via a bridging route, is required to attend this course and 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:
- Matching service strategy terms and definitions
- Carrying out strategic assessments
- Assessing viability and priority of a business case using net present value and internal rate of return
Important Course Information - Precourse 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), or the ITIL Expert Certificate achieved via a bridging route, is required to attend this course and take the ITIL Certification Exam on the final day
Exam Entry Criteria Candidates must hold the ITIL v3 Foundation Certificate, the v3 Foundation Bridge Certificate or the ITIL Expert Certificate achieved via a bridging route.
It is also recommended that candidates complete at least 21 hours of personal study by reviewing the syllabus and the ITIL Service Strategy publication in preparation for the examination, specifically Chapter 2: Service management as a practice. A basic IT literacy and around two years of IT experience are highly desirable. Course Content Introduction to Service Strategy
Core concepts
- Purpose and objectives of service strategy
- Scope of service strategy and value to business
Service strategy and the overall ITIL lifecycle
- Strategy concepts and practices applied to service management and IT
- The context of service strategy in relation to design, transition, operation and continual process improvement
- Exploring strategic perspectives, plans, positions and patterns
Service Strategy Principles
Deciding on service strategy
- Defining services
- Basic approach to deciding a strategy
Utilising the four Ps of service strategy
- Perspective
- Position
- Plan
- Pattern
Strategy and opposing dynamics
- Leveraging the combined use of utility and warranty
- Defining and creating value
- Assets: customer, service and strategic
- Choosing service providers
Meeting business outcomes
- Outperforming competitors
- Service economics and sourcing strategies
- Strategy inputs and outputs within the service lifecycle
Service Strategy Processes
Creating effective service strategies
- Integrating the five service strategy processes with the lifecycle
- Creating value for the business
- Strategy execution
Strategy and financial management for IT services
- Purpose and objectives
- Describing the process activities
Service portfolio management
- Identifying process activities, methods and techniques
- Applying value to business
Demand management
- Strategies for demand management
- Profiling, segmentation and service packaging strategies
- Demand and customer outcomes
Business relationship management
- Distinguishing triggers, inputs, outputs and interferences
- Critical success factors and key performance indicators
- Challenges and risks
Analysing IT Governance
What is IT governance?
- How strategy relates to governance
- Setting strategy
- Leveraging governance frameworks and bodies to set strategy
Implementing governance
- Evaluate, direct, monitor
- Producing a governance framework
- Distinguishing governance bodies
Technology Considerations
Organising for service strategy
- Identifying organisational development
- Applying organisational departmentalisation
- Deciding organisational design
Technology and service strategy
- Automating service
- Analysing and producing service interfaces
Implementing Service Strategy
- Developing implementation strategies that follow a lifecycle approach
- Implementation through the lifecycle
- Following a lifecycle approach
Critical Success Factors and Risks
- Providing insight and guidance for strategic challenges, risks and critical success factors
- Determining the viability of strategic positions and plans
- Challenges, benefits and risks
- Types of risks and high-level approaches for mitigating risk
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