ITIL® Service Strategy

Course Code: 7005

Overview
Schedule classes
What you'll learn
Outline
Prerequisites
Who should attend
Certification

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.

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

Module 1: Course Introduction

Course Introduction

Module 2: Basic Concepts of Service Management

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

Module 3: Introduction to service strategy

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

Module 4: Principles of Service Strategy

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

Module 5: Strategy Management for IT Services

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

Module 6: Service Portfolio Management

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

Module 7: Financial Management for IT Services

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

Module 8: Demand Management

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

Module 9: Business Relationship Management

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

Module 10: Governance

Basic concepts of governance
Governance strategy
Key governance activities
Governance framework
Relationship of service strategy to governance

Module 11: Service strategy organizational considerations

Roles involved in service strategy
Organizational development
Organizational design

Module 12: Automation, tools and technology for service strategy

Service automation
Service analytics and instrumentation
Service interfaces
Technology encounters
Technology-mediated service recovery

Module 13: Implementing service strategy

Key implementation considerations
Lifecycle approach to implementation
How service strategy affects other lifecycle stages

Module 14: Challenges, risks and critical success factors of service strategy

Challenges
Risks
Critical success factors

Module 15: Exam Review

Exam Review

Module 16: Practice Exam

Practice Exam

Supporting Material

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

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

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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.