About The Course

This Service Strategy course enables delegates to learn about the principles and terminology required by ITIL. It helps organisations increase the quality of IT Service management by expanding on key elements such as planning, principles, processes and functions. It increases understanding of Service Strategy with a step-by-step analysis of the main elements of service model: strategy and planning, execution and control and provides the opportunity to sit the ITIL Lifecycle examination in Service Strategy. 

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.

Pre-requisites
Candidates must already hold one of the following:

• ITIL Foundation certificate in IT Service Management
• ITIL V2 Foundation plus the Foundation Bridge Certificate
• ITIL Expert certificate in IT Service Management (achieved via Service manager or Practitioner bridging routes)

This is an intensive three day course which includes the ITIL Service Strategy examination which takes place on the final day.

Course Syllabus

Upon successful completion of the course candidates can expect to gain competencies in the followings:

• Introduction to Service Strategy
• Service Strategy Principles
• Service Strategy processes – Strategy management for IT Services, Service Portfolio Management, Financial Management for IT Services, Demand Management & Business Relationship Management – (Excluded are detailed knowledge of process activities, methods and techniques)
• Governance
• Organising for Service Strategy
• Technology considerations
• Implementing Service Strategy
• Challenges, Critical success factors & Risks

Organizational Benefits:

By ensuring that the business and IT work together as a team, this will ensure that the design and delivery of a new or changed service meets the customer requirements. By adopting service strategy principles, it will allow the technical teams to develop the service quicker as there will be less opportunity for any misunderstanding, through regular and accurate liaison and communication.

IT staff will be more aligned with the aims of the business as a whole, rather than just the technical aspects. Service strategy is a key area for those professionals working in roles associated with the strategic planning, execution and control within a service-based business model, including those seeking an understanding of the concepts, processes, functions and activities involved.

Individual Benefits:

By ensuring that the business and IT work together as a team, this will ensure that the design and delivery of a new or changed service meets the customer requirements. By adopting service strategy principles, it will allow the technical teams to develop the service quicker as there will be less opportunity for any misunderstanding, through regular and accurate liaison and communication.

IT staff will be more aligned with the aims of the business as a whole, rather than just the technical aspects. Service strategy is a key area for those professionals working in roles associated with the strategic planning, execution and control within a service-based business model, including those seeking an understanding of the concepts, processes, functions and activities involved.

The Operational Support and Analysis qualification would suit candidates in the following IT professions or areas:

• Configuration Manager
• Availability Manager
• System Software
• Applications Support
• IT Operations Manager
• Network Control and Operation
• Database Administrator
• Problem Manager
• Network Support

The exam format is as follows:

• Multiple choice examination questions
• Eight questions per paper
• 28 marks required to pass (out of 40 available) - 70%
• 90 minutes’ duration
• Closed book.