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ITIL® Intermediate: Service Strategy

COURSE TYPE

Intermediate

Course Number

982

Duration

3 Days

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Learn to plan, implement, and optimise ITIL Service Strategy processes that align with your organisational strategy in this ITIL Service Lifecycle training course. This three-day course provides you with the foundational knowledge needed to pass the ITIL Intermediate Service Strategy certification exam, and three credits towards your ITIL Expert certification.

You Will Learn How To

  • Prepare for and pass the ITIL Service Strategy (SS) exam
  • Analyse principles, techniques, and relationships to create SS
  • Identify the purpose, scope, and objective of each SS process
  • Assess IT governance to set strategy, and leverage governance frameworks and bodies
  • Determine IT application opportunities

Important Course Information

Requirements:

  • Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL® Foundation Certification)

Recommended Experience:

  • Basic IT literacy and around two years of IT experience

Course Preparation:

  • Before your event, you will be sent a Pre-Course Study Guide and the Key Element Guide ITIL Service Strategy, which you should read as part of the 21 hours of personal study
  • You should acquire and read the ITIL Service Strategy core publication, focusing on Chapter 2, and review your ITIL Foundation course materials
  • To prepare you for the exam, homework and study assignments will be provided each night of the course

Exam Information:

  • The ITIL Service Strategy exam can be taken on the last day of the course (in-class), or any time after the course is completed via ProctorU (online) or at an eligible testing centre
  • Achieving the ITIL Intermediate Qualification: Service Strategy certificate provides three credits toward your ITIL Expert certification

All-Inclusive — ITIL Exam Success Package, After-Course Coaching, Exam Fee:

  • Learning Tree is with you from the beginning of your planning until you pass your certification exams with Unlimited FREE Exam and Course retakes for a year, plus coaching with your instructor to help you prepare for your exam or answer real-world ITIL implementation challenges. In fact, successful ITIL implementation often relies on key internal sponsors to ensure the required culture change occurs after ITIL training, so your instructor can help identify important next steps.
  • ITIL course attendees that would like to retake their ITIL course or exam must do so within 12 months of the original course date and will not be charged for their retake. If an attendee fails an exam and then two retakes, the attendee must re-attend the course before taking the exam again.

Course Outline

  • Introduction to ITIL Intermediate Service Strategy (SS)

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
  • The context of service strategy in relation to design, transition, operation and continual service improvement
  • Exploring strategic perspectives, plans and positions
  • ITIL 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
  • 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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Convenient Ways to Attend This Instructor-Led Course

Hassle-Free Enrolment: No advance payment required to reserve your seat.
Tuition Fee due 30 days after you attend your course.

In the Classroom

Live, Online

Private Team Training

In the Classroom — OR — Live, Online

Tuition Fee — Standard: £1295  

17 - 19 Jan (3 Days)
9:00 AM - 5:30 PM GMT
London / Online (AnyWare) London / Online (AnyWare) Reserve Your Seat

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Live, Online
In-Class

30 May - 1 Jun (3 Days)
9:00 AM - 5:30 PM BST
London / Online (AnyWare) London / Online (AnyWare) Reserve Your Seat

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Live, Online
In-Class

3 - 5 Oct (3 Days)
9:00 AM - 5:30 PM BST
London / Online (AnyWare) London / Online (AnyWare) Reserve Your Seat

How would you like to attend?

Live, Online
In-Class

AFTERNOON START: Attend these live courses online via Anyware

6 - 8 Dec (3 Days)
2:00 PM - 10:30 PM GMT
Alexandria, VA / Online (AnyWare) Alexandria, VA / Online (AnyWare) Reserve Your Seat

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Live, Online
In-Class

24 - 26 Jan (3 Days)
2:00 PM - 10:30 PM GMT
Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare) Reserve Your Seat

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Live, Online
In-Class

25 - 27 Apr (3 Days)
2:00 PM - 10:30 PM BST
Online (AnyWare) Online (AnyWare) Reserve Your Seat

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23 - 25 May (3 Days)
2:00 PM - 10:30 PM BST
Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare) Reserve Your Seat

How would you like to attend?

Live, Online
In-Class

19 - 21 Sep (3 Days)
2:00 PM - 10:30 PM BST
Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare) Reserve Your Seat

How would you like to attend?

Live, Online
In-Class

24 - 26 Oct (3 Days)
2:00 PM - 10:30 PM BST
Online (AnyWare) Online (AnyWare) Reserve Your Seat

How would you like to attend?

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Private Team Training

Enroling at least 3 people in this course? Consider bringing this (or any course that can be custom designed) to your preferred location as a private team training.

For details, call 0800 282 353 or Click here »

Tuition Fee

Standard

In Classroom or
Online

Standard

Private Team Training

Contact Us »

Course Tuition Fee Includes:

After-Course Instructor Coaching
When you return to work, you are entitled to schedule a free coaching session with your instructor for help and guidance as you apply your new skills.

ITIL Certification Success Package
Exclusively available from Learning Tree, your ITIL training comes with a suite of benefits, including: unlimited course and exam retakes, free webinars, and expert guidance through the ITIL certification process.

Free Course Exam
You can take your Learning Tree course exam on the last day of your course or online at any time after class and receive a Certificate of Achievement with the designation "Awarded with Distinction."

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Training Hours

Days 1 - 2 class hours:
9:00 a.m. - 5:30 p.m.
Two 15-minute breaks
45-minute lunch

Day 3 class hours:
9:00 a.m. - 4:30 p.m.
Two 15-minute breaks
45-minute lunch

Exam*:
3:00 p.m. - 4:30 p.m.
*All AnyWare remote attendees will need to contact our Learning Tree Customer Service department prior to their course start date in order to make arrangements for taking the necessary ITIL exam.

Both Learning Tree and this course have been accredited by PEOPLECERT. As an Accredited Training Organisation (ATO), Learning Tree and its trainers have been approved to deliver this course and invigilate ITIL exams. PEOPLECERT is responsible for providing the examination papers, and marking and notifying Learning Tree of the results. The five ITIL core manuals are part of a suite of guidance owned by AXELOS Limited aimed at helping organisations and individuals manage their projects, programmes, and services.

AFTERNOON START class hours:
2:00 p.m. - 9:30 p.m.


Last day class hours:
2:00 p.m. - 8:30 p.m.


Free Course Exam – Last Day:
8:30 p.m. - 9:30 p.m.


Each class day:
Informal discussion with instructor about your projects or areas of special interest
9:30 p.m. - 10:30 p.m.

Enhance Your Credentials with Professional Certification

Learning Tree's comprehensive training and exam preparation guarantees that you will gain the knowledge and confidence to achieve professional certification and advance your career.

Learning Tree's comprehensive ITIL training provides a complete pathway for you to achieve ITIL certification. Read more ...

Earn 19 PDUs


PMI, the Registered Education Provider logo, PMP, CAPM, PMI-ACP,
and PMBOK are marks of the Project Management Institute, Inc.

This course is approved by PMI® for 19 professional development units (PDUs). For more on the Project Management Institute and a full list of courses approved for PDUs.

Business & Strategic : 19 PDUs

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“Learning Tree has given me more than enough knowledge to achieve my ITIL certifications”.

- S. Srour, Consultant and ITIL Instructor
Sogeti

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