Training & Certifications

ITIL® Service Strategy

The ITIL® SS (Service Strategy) course is part of the ITIL® Intermediate Lifecycle stream. The course prepares candidates to take the ITIL® Service Strategy Intermediate exam as well as providing valuable knowledge that can be implemented in the workplace. The Service Strategy Certificate is a free-standing qualification but is also part of the ITIL® Intermediate Lifecycle stream. It is one of the modules that leads to the ITIL® Expert Certificate in IT Service Management (ITSM). The purpose of this module, exam, and certificate is to impart, test, and validate the knowledge on industry practices in IT Service Management as documented in the ITIL® Service Strategy publication.

Program Objectives

At the end of the program, the participants will be able to :

  1. Understand the ITIL® Service Strategy
  2. Know and understand the Service Strategy principles and processes
  3. Able to do governance on IT based on Service Strategy
  4. Organize the service management for Service Strategy
  5. Identify the challenges, critical success factors, and risks
  6. Implement the Service Strategy

Target Audience

CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, and IT security managers involved in the ongoing management, coordination, and integration of strategizing activities within the Service Lifecycle.

Duration

This program is 4 days of intensive training class.

Requirement

An ITIL® Foundation certificate is required and preferably two years of work experience in an IT Service Management environment.

Assessment

At the end of the program, the participants will be assessed with 90 minutes of ITIL® Service Strategy Exam.

Award

ITIL® Service Strategy Certification will be awarded upon successfully passing the exam from APMG International (ITIL® Accredited Examination Institute – UK)

Program Modules

Module 1 : Introduction
  1. Purpose and objectives
  2. Scope of Service Strategy
  3. Service Strategy processes
  4. Value to the business
  5. Context of Service Strategy

Module 2 : Principles

  1. Basic Approach
  2. Strategy and opposing dynamics
  3. The four P’s
  4. Outcomes and outputs
  5. Services, value, utility, and warranty
  6. Assets – customer, service, and strategic
  7. Service providers
  8. Defining services
  9. Strategies for customer satisfaction
  10. Service economics
  11. Sourcing strategy
  12. Inputs and outputs with the service lifecycle

Module 3 : Process
  1. Purpose and objectives
  2. Scope
  3. Value to business
  4. Policies, principles, and basic concepts
  5. Activities, methods, and techniques
  6. Triggers, input, outputs, and interfaces
  7. Critical success factors and key performance indicators
  8. Challenges and risks

Module 4 : Governance
  1. Governance
  2. Strategy for governance
  3. Evaluate, direct, monitor
  4. Governance framework
  5. What is IT Governance
  6. Governance bodies
  7. How Service Strategy relates to governance

Module 5 : Organization
  1. Organizational development
  2. Organizational departmentalization
  3. Organizational design
  4. Role of service owner
  5. Strategy, portfolio, financial, and demand roles

Module 6 : Technology Considerations
  1. Service automation
  2. Service interfaces

Module 7 : Implementing Service strategy
  1. Implementation throughout the lifecycle
  2. Following the lifecycle approach
  3. Impact of Service Strategy

Module 8 : Challenges, Critical Success Factors, and Risks
  1. Challenges
  2. Risks
  3. Critical Success Factors

Module 9 : Appendices
  1. Business case study and exercises
  2. Sample exams
  3. Glossary and acronyms
  4. Forms
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