This 3-day course immerses learners in the overall concepts, processes, policies and methods associated with the Service Strategy phase of the Service Lifecycle. The course covers the management and control of the activities and techniques within the Service Strategy stage, but not the detail of each of the supporting processes. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL® best practice and positions the student to successfully complete the associated exam.
At the center of the service lifecycle is ITIL Service Strategy. The value of a service delivered to end users begins with understanding the objectives of the business and customer needs. Every organizational assets, including people, processes and products, should support the strategy. Key topics covered include service value definition, business-case development, service assets, market analysis and service provider types.
Processes in ITIL Service Strategy:
- IT service management
- Service portfolio management
- Financial management for IT services
- Demand management
- Business relationship management
The ITIL Capability modules that will enhance your knowledge gained from this module is ITIL Service Offerings and Agreements (SOA).
The Service Strategy Lifecycle course will be of interest to:
- Individuals who have their ITIL® Foundation Certificate who want to purse the intermediate and advanced level ITIL® certifications.
- Individuals who require a deeper understanding of the Service Strategy stage of the Service Lifecycle and how activities in this Lifecycle stage may be implemented to enhance the quality of IT service management within an organization
- 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
- Individuals seeking progress towards the ITIL® Master in IT Service Management for which the ITIL® Expert is a prerequisite
- A typical role includes (but is not restricted to): CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers involved in the management, coordination and integration of strategy activities within the Service Lifecycle.
At the end of this course, the learner will gain competencies in:
- Understanding Service Management as a Practice and Service Strategy principles, purpose and objective
- Understanding how all Service Strategy processes interact with other Service Lifecycle processes
- The activities, methods and functions used in each of the Service Strategy processes
- The roles and responsibilities within Service Strategy and the activities and functions to achieve operational excellence
- How to measure Service Strategy performance
- Understanding technology and implementation requirements in support of Service Strategy The challenges, critical success factors and risks related with Service Strategy
Candidates for this course must hold an ITIL® Foundation Certificate (holders of Foundation certificate from an earlier version of ITIL® , e.g.: ITIL v2, must pass the current ITIL® Foundation exam before attending this course)
There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable
- Evidence of ITIL® Foundation Certificate and completion of the Service Strategy Lifecycle course from an Accredited Training Provider is required to sit the exam
- It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Strategy book in preparation for the examination.
- The syllabus can be downloaded from:
- The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions.
- Exam duration is a maximum 90 minutes for all candidates in their respective language (candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary)
- Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.
- Pass score is 28/40 or 70%
- Distinction pass score is under consideration
|Day 1||Day 2||Day 3|
|Introduction to Service Strategy||Service Design||Continual Service Improvement|
|Service Strategy Principals||Service Transition||Technology & Architecture|
|Service Strategy Principals||Service Strategy Processes||Challenges, Critical Success Factors & Risks|
|Governance||Exam Prep / Mock Exam|
|Homework (review of day’s material)|