ITIL® v3: Service Strategy
3 days non residential
ITILv3 Intermediate Lifecycle
The Service Lifecycle series will focus on each stage of the Lifecycle and syllabi are matched to each of the five core practice areas.
Service Strategy focuses on Strategies, Policies and constraints: how to create and implement strategy, manage a service portfolio, perform financial management and determine return on investment.
Course Objectives
Candidates completing the course can expect to gain an understanding of the Service Strategy (SS) Lifecycle.
This includes:
- competency in the SS Lifecycle's principles, processes, activities & functions
- an appreciation of the technology considerations for the Lifecycle
- an awareness of the implementation considerations for the Lifecycle
- insight into the operational challenges, risks and critical success factors of the SS Lifecycle
Who will the course benefit?
- Individuals who require a detailed understanding of the Service Strategy phase of the ITIL V3 Service Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation
- IT professionals working within or about to enter a Service Strategy environment, who require an understanding of the concepts, processes, functions and activities involved
- Individuals seeking the ITIL Expert certification in IT Service Management.
This includes but is not limited 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 ongoing management, coordination and integration of strategising activities within the Service Lifecycle.
Pre-Requisites
Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or v2 Foundation plus Bridge Certificate). Please note that documentary evidence of this qualification and photographic ID will be required prior to sitting the examination.
Course Content
Introduction to Service Operation (SO)
how it fits into the ITIL Lifecycle
its main purpose and objectives
the ITIL processes, functions and roles it features
the value it brings to the business
Service Strategy Principles
the logic of value-creation within the context of the ITIL Service Lifecycle
understanding capabilities & resources
appreciating service provider types & how to choose the right type
the dynamics of a service model based on the concept of value networks
strategic perspectives, plans, positions & patterns within service management and IT
Defining Services & Market Spaces
formal definitions of services suitable for planning & execution across the Service Lifecycle
business outcomes of customers and relating them to customer & service assets
services into customer outcomes, service assets, utility & warranty elements
market spaces, opportunities for new or changed services
services as configurations & patterns
Conducting Strategic Assessments
strategic assets of an organization their performance and potential for serving particular customers or market spaces (internal or external)
Critical Success Factors and the 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 the Service Catalogue, the business strategy of customers and environmental factors such as business trends, technological innovation and regulatory compliance
Financial Management
service valuation, financial modelling, service provisioning and analysis & business impact analysis
funding the Service Portfolio and phases of the Service Lifecycle and defining expectations or return on investments
Service Portfolio Management
methods and processes related to service management & services
Demand Management
challenges, opportunities & risks in fulfilling demand for customers or market spaces
high-level strategies 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 & Service Pipeline
Core Service Packages & Service Level Packages
the roles of Product Manager & Business Relationship Manager
Driving Strategy through the Service Lifecycle
how Service Strategy is driven through and informed by other elements of the Lifecycle
policies and constraints for Service Design that will encode strategic objectives & needs
requirements for Service Transition to act on behalf of Service Strategy in reducing costs and risks as services 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
Challenges, Critical Success Factors & Risks
Examinations
The training includes detailed preparation for the examination which will be held at the end of Day Three.
A 90 minute, multiple choice paper featuring eight scenario-based, gradient scored questions.
(Each question will have 4 possible answer options, one of which is worth 5 marks (the 'correct' answer), one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks).
In order to qualify for a pass, candidates must achieve a minimum of score of 28/40 (70%).
Notes
It is suggested that candidates re-familiarise themselves with the relevant content of their V3 Foundation/Foundation Bridge training prior to attendance.
In addition candidates are encouraged to read the following texts:
- ‘The Official Introduction to the ITIL Service Lifecycle’
(ISBN 978-0-11-331061-6)
- ‘Key Element Guide Suite’
(ISBN: 978-0-11-331088-9)
- ‘Service Strategy’ Lifecycle
(ISBN 978-0-11-331045-6)
Follow-on Courses
This course is part of the lifecycle modular set; as such credits awarded for this course lead candidates towards the ITIL Expert qualification.
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