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 ITIL®
Service
Strategy Certification Program
Program Overview
The ITIL®
Intermediate Qualification: Service Strategy Certificate is a
free-standing qualification, but is also part of the ITIL®
Intermediate Lifecycle stream, and one of the modules that leads to
the ITIL®
Expert 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 and strategy as documented in the ITIL®
Service Strategy publication.
Duration
This program
is offered over a 3-day period and includes approximately 21 hours
of student-instructor interaction; a 1.5 hours formal certification
exam on the following week.
The
course approach combines theoretical and hands-on knowledge
transfer, including individual and group practical exercises. The
Minimum number of students per session is 6 where the maximum is 12.
Current Delivery Method
-
Instructor led
Classroom based (In-House
and Public Course)
-
The Minimum number of students per session is 6 where
the maximum is 12.
Audience
The main
target group for the ITIL®
Intermediate Qualification: Service Strategy Certificate includes
but is not restricted to CIOs, CTOs, managers, supervisory staff,
team leaders, designers, architects, planners, IT consultants, IT
audit managers, IT security managers and ITSM trainers involved in
the on-going management, coordination and integration of
strategizing activities within the Service Lifecycle.
The
course covers the management of service strategy and core
information of supporting activities within the Service Strategy
stage, but not the detail of each of the supporting processes. The
program may also be of interest to individuals who require a deeper
understanding of the ITIL®
Service Strategy stage of the ITIL®
Service Lifecycle and how activities in it may be implemented to
enhance the quality of IT service management within an organization;
the audience may include, but not limited to:
-
IT professionals working in roles associated with strategic
planning, execution and control within a service-based business
model, seeking an understanding of the concepts, processes,
functions and activities involved in Service Strategy
-
Individuals seeking the ITIL®
Expert certification in IT Service Management for which this
qualification is one of the prerequisite modules
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Individuals seeking progress towards the ITIL®
Master in IT Service Management for which the ITIL®
Expert is a prerequisite
Exam Note:
The success in achieving this certification
is highly dependant upon participants’ effort in doing their
homework, and self-study before and during the program. Therefore,
it is highly recommended that
The exam is scheduled one week to maximum two weeks after the
training to allow sufficient time for preparation.
Participants may purchase the appropriate ITIL®
OGC publication to enable them proper review, study and
preparation.
Prerequisites
Candidates wishing to be trained and examined for this qualification
must already hold the ITIL® Foundation Certificate in IT Service
Management (the ITIL Foundation
or V2 Foundation plus Bridge Certificate) which shall be presented
as documentary evidence to gain admission. Additionally, to be
eligible for the ITIL®
Intermediate: Service Strategy Qualification, candidates must
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
·
There is no minimum requirement but a basic IT literacy and around 2
years IT experience are highly desirable
·
Hold the ITIL® Foundation Certificate in IT Service Management or ITIL®
V2 Foundation plus the bridging certificate
·
It is recommended that students should complete at least 21 hours of
personal study by reviewing the syllabus and the Service Strategy
publication in preparation for the examination
Content and Objectives
Through a series of lectures designed at achieving a clear
understanding of the
ITIL®
Best Practice lifecycle approach and
through various exercises, assignments and discussions, participants
will gain the necessary knowledge of the following subjects:
·
the importance of Service Management as a Practice concept and
Service Strategy Principals, Purpose and Objective
·
How
ITIL®
Service Strategy interacts with other
Service Lifecycle Processes
·
The activities, methods and functions used in each of the
ITIL®
Service Strategy processes
·
The roles and responsibilities within
ITIL®
Service Strategy and the activities and
functions to achieve operational excellence
·
Explain how to measure
ITIL®
Service Strategy
·
Have a good understanding of technology and implementation
considerations surrounding
ITIL®
Service Strategy
·
Challenges, Critical Success Factors and Risks associated to
ITIL®
Service Strategy
The program will cover
the following modules:
Service Strategy
Principles
·
This unit introduces the candidate to the core concepts and
practices in Strategy and organization applied to Service Management
and IT. To meet the learning outcomes and examination level of
difficulty, the candidates must be able to understand and describe:
o
The logic of value-creation within the context of the ITIL®
Service Lifecycle Capabilities and resources
o
Service provider types, and be able to choose between the types
o
Dynamics of a service model based on the concept of value networks
o
Strategic perspectives, plans, positions and patterns as applied to
service management and IT in their own organization
Defining Services and
Market Spaces
·
This unit covers the core concepts and practices in internal
marketing, business development, and opportunity analysis. To meet
the learning outcomes and examination level of difficulty, the
candidates must be able to understand, describe, identify,
demonstrate, apply, distinguish, produce, decide or analyze :
o
Formal definitions of services suitable for planning and execution
across the Service Lifecycle
o
Business outcomes of customers and relating them to customer assets
and service assets
o
Services into customer outcomes, service assets, utility and
warranty elements
o
Market spaces, opportunities for new or changed services, and
services as configurations and patterns
Conducting Strategic
Assessments
This unit covers the process of conducting strategic assessments
with respect to customers, market spaces, and existing capabilities
of a service provider. To meet the learning outcomes and
examination level of difficulty, the candidates must be able to
understand, describe, identify, demonstrate, apply, distinguish,
produce, decide or analyze:
·
Strategic assets of an organization their performance and potential
for serving particular customers or market spaces (internal or
external)
·
Critical Success Factors and degree of alignment of existing
services, capabilities, and strategies with customer’s business
·
Business potential within existing customers and in adjacent market
spaces through analysis of patterns within Service Catalogue,
business strategy of customers, and environmental factors such as
business trends, technological innovation, and regulatory compliance
Financial Management
This unit covers Financial Management and investments applied to
Service Management. To meet the learning outcomes and examination
level of difficulty, the candidates must be able to understand,
describe, identify, demonstrate, apply, distinguish, produce, decide
or analyze:
·
Service valuation, financial modeling, service provisioning and
analysis, and business impact analysis
·
Funding the Service Portfolio and phases of the Service Lifecycle
and defining expectations or return on investments
Service Portfolio
Management
This unit covers Portfolio management concepts, methods, and
principles applied to Service Management. To meet the learning
outcomes and examination level of difficulty, the candidates must be
able to understand, describe, identify, demonstrate, apply,
distinguish, produce, decide or analyze Service Portfolio
Management, methods, and processes related to service management and
services
Managing Demand
This unit covers Demand Management, profiling, segmentation, and
service packaging strategies to effectively serve different types of
customer needs and business activity patterns. To meet the learning
outcomes and examination level of difficulty, the candidates must be
able to understand, describe, identify, demonstrate, apply,
distinguish, produce, decide or analyze:
·
Challenges, opportunities and risks in fulfilling demand for a
particular customer or market space
·
High-level strategies for demand management that can be supported by
capabilities across the Service Lifecycle
·
Demand with respect to customer outcomes, patterns of business
activity, and user profiles. Sources of demand and capacity within
the Service Catalogue and Service Pipeline
·
Core Service Packages and Service Level Packages
·
The roles of Product Manager and Business Relationship Manager
Driving Strategy
Through The Service Lifecycle
This unit covers How Service Strategy is implemented through tactics
and operations framed by the Service Lifecycle. To meet the
learning outcomes and examination level of difficulty, the
candidates must be able to understand, describe, identify,
demonstrate, apply, distinguish, produce, decide or analyze:
·
How Service Strategy is driven through and informed by other
elements of the Service Lifecycle
·
Policies and constraints for Service Design that will encode
strategic objectives and customer needs
·
Requirements for Service Transition to act on behalf of Service
Strategy in reducing costs and risks as service progress through the
Lifecycle
·
Tactical plans for the Service catalogue to be effectively hosted by
Service Operation phase, with adjustments by customers and contracts
·
Opportunities for improvement across the Service Portfolio and
Service Lifecycle
Critical Success
Factors and Risks
This unit covers Critical Success Factors and risks that determine
the viability of strategic positions and plans. Specifically, after
completion of this unit candidates will be able to:
·
The role of organization development and sourcing as Critical
Success Factors
·
Automation and tools to meet strategic objectives through the
framework of service management
·
Benefits and risks from factors such as complexity, coordination,
intangible assets, and total cost of utilization (TCU)
·
Types of risks across the Lifecycle and high-level approaches for
mitigating risks
Summary, Exam Preparation
and Directed Studies
This module summarizes the material covered in the previous modules
and prepares candidates for the examination through the review and
practice of a mock examination. The Examination is comprised of eight
(8) multiple choice, scenario-based, gradient scored questions. The
standard duration of the exam is Maximum 90 minutes.
Program Material
This training program includes the following as reference
documentation:
·
Program slide presentation
·
ITIL® acronyms and glossary
·
Sample examination questions and answers
Simulation and practical application
· We
provide the students with real life experiences; we use the client
organization as “Case study” example for the purpose of discussion
to show the value of using best practice. We integrate group
exercises and sample exam questions to simulate and practice the
subject matter.
Please
Click Here to
contact our Training Program Advisor to obtain more detail on this program.
 
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