Audience: Who is the course for?
- CIOs & CTOs
- Designers, architects & planners
- IT consultants, IT audit & security managers
- Those who require a deeper understanding of the Service Strategy stage of the ITIL Service Lifecycle & how its activities can be implemented to improve the quality of IT service management within an organisation.
Course duration:
Three days (the exam is normally taken during the afternoon of the third day).
Benefits to the individual:
- Recognised professional qualification
- Understand the application of ITIL guidelines and frameworks that contribute to industry best practice within the service strategy area
- Helps individuals to improve the quality of IT service management within an organisation
- Pre-requisite module for ITIL Expert certification in IT Service Management
Benefits to the business:
- The adoption of proven best practice processes results in improved IT services and increased productivity throughout the business
- Improved customer satisfaction and less down time through quicker fixes
- Better process management leads to increased efficiency and reduced costs
- The framework is flexible, scalable, and systematic and can be used within different organisations irrespective of size or industry
Pre-requisites:
Delegates must have passed ITIL Foundation Certificate in IT Service Management in order to attend ITIL Service Strategy. It is highly recommended that delegates read the pre-course reading before the course. Delegates will need to undertake at least 21 hours of self-study reviewing the syllabus & course materials to prepare for the exam
Course outline:
The objectives of the ITIL Service Strategy course are:
- To understand how ITIL Service Strategy can be used to enhance the quality of IT service management within an organisation
- To gain an understanding of what drives the need for IT services and how investments are justified
- To understand critical success factors and risks and the need to drive strategy throughout the service lifecycle
The course is conducted through interactive group study using practical examples and activities. An in-depth case study allows delegates to see how the theory is applied in a real life situation. Over the three day course, the following topics are covered.
Introduction to service strategy
- The purpose, goals and objectives of service strategy
- The scope of service strategy and its value to the business
- The context of service strategy in relation to all other lifecycle stages.
Service strategy principles
- The ability to decide on a service strategy
- How to utilise the four P's of service strategy
- How to define services, create value and leverage the combined use of utility and warranty
- How to use service economics and sourcing strategies when meeting business outcomes
Service strategy processes
- The management level concepts for the five service strategy processes and how they flow and integrate with the lifecycle
- The purpose, scope and objectives of each service strategy process and how they link to value for the business
Governance
- The ability to analyse IT governance and use it to set strategy by leveraging governance frameworks, bodies
Organising for service strategy
- The ability to create an organisational design using the relevant development and departmental methods
Technology considerations
- Understand the relevance and opportunities for service automation and the importance and application of technology interfaces across the lifecycle
Implementing service strategy
- Develop implementation strategies that follow a lifecycle approach (e.g. design, transition, operation and improvement, programmes)
Challenges, critical success factors and risks
- The ability to provide insight and guidance for strategic challenges, risks and critical success factors
Exam details:
A 90 minute closed book exam is taken on day three of the course. It consists of 8 multiple choice, scenario-based, gradient scored questions. Each question will have 4 possible answer options – one is worth 5 marks, one is worth 3 marks, one is worth 1 mark and one is an incorrect answer worth no marks. The pass mark is 28/40 or 70%.
ITIL Official Glossary