ITIL® 2011: Service Strategy - Accredited Training

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Start Learning ITIL® 2011: Service Strategy - Accredited Training Today!

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Video Title	Minutes
00: Course Introduction	6
01: Exam Tips	4
02: Service Management as a Practice Part 1	30
03: Service Management as a Practice Part 2	16
04: Exercise: ITSM and Failure	6
05: Strategy and Services	9
06: Services and Value	20
07: Customers and Service Providers	21
08: Defining Services	26
09: Service Economics	18
10: Sourcing Strategies	16
11: Strategy Management for IT Services (StM) Part 1	16
12: Strategy Management for IT Services (StM) Part 2	13
13: Service Portfolio Management (SPM) Part 1	28
14: Service Portfolio Management (SPM) Part 2	27
15: Financial Management (FM) Part 1	22
16: Financial Management (FM) Part 2	22
17: Demand Management (DM) Part 1	29
18: Demand Management (DM) Part 2	11
19: Business Relationship Management (BRM) Part 1	23
20: Business Relationship Management (BRM) Part 2	18
21: Governance & Organizations Part 1	7
22: Governance & Organizations Part 2	18
23: Implementation & Technology Part 1	18
24: Implementation & Technology Part 2	17
Total:	7 hours 21 minutes

Start Learning ITIL® 2011: Service Strategy - Accredited Training Today!

Your Price: $625

Course Materials

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• Student Guide
• Exercise Guide
• Enlarged Slides
• Training Plan
• Sample Exam Papers (Updated 7/12)
• Course Syllabus (Updated 7/12)
• Summary of Updates

Related Links

• Course Survey

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Start Learning ITIL® 2011: Service Strategy - Accredited Training Today!

List Price: $995 Your Price: $625

Description

GogoTraining is an ITIL® accredited ATO and the course videos along with the exercises, fulfill the 21 contact hours required to sit for your exam.

This Service Strategy (SS) course provides you with an intense and focused exploration of the new and modified topics in ITIL® 2011. The course is intended for those who work within a Service Strategy environment and require a deeper understanding of the underlying concepts, processes and activities involved and associated management responsibilities and how they may be used to enhance overall service quality and service provision. The course focuses on the managerial and control aspects of the operational environment. This course has a number of study units and supporting exercises that reinforce the knowledge gained.

For information on how to take your ITIL® examination, see the certification section.

Objectives

As a result of taking this training, you will be able to:
• Discuss the Service Lifecycle and Service Management as a Practice: Understand the Service Lifecycle and the objectives and business value for each phase in the lifecycle; understand and articulate “service” and be able to explain the concept of Service Management as a practice
• Explain basic Service Strategy Principles: Understand the key concepts, common principles and guidelines that will influence the performance of SS processes
• Identify Service Strategy Processes: Understand the managerial and supervisory aspects of the SS processes. Other areas of discussion include the roles and responsibilities (and their relationship to other Service Management processes), challenges, critical success factors and risks within each of the processes. The processes include:
• Strategy Management for IT Services
• Service Portfolio Management
• Financial Management for IT Services
• Demand Management
• Business Relationship Management
• Describe Governance & Organizing Service Strategy: Understand the role and impact of governance to the delivery of appropriate and effective services as well as the organizational requirements for strategy development
• Explore Technology and Implementation Considerations: Understand the role of technology to Service Strategy and explore concepts that have great impact on SS process implementation

For more information, contact us or call 1-877-546-4446

Start Learning ITIL® 2011: Service Strategy - Accredited Training Today!

List Price: $995 Your Price: $625

ITIL® 2011: Service Strategy - Accredited Training Outline

Module 00: Course Introduction

Module 01: Exam Tips

Module 02: Service Management as a Practice Part 1

• Components of the Service Lifecycle
• What is a Service?
• What Comprises Value?
• What is Service Management?
• Processes
• Generic Roles

Module 03: Service Management as a Practice Part 2

• Purpose & Objectives of Service Strategy
• Value to the Business
• Service Strategy Inputs/Outputs
• SS Challenges, Risks, CSFs

Module 04: Exercise: ITSM and Failure

Module 05: Strategy and Services

• Deciding a Strategy
• Four Ps of Strategy

Module 06:  Services and Value

• Service Breakdown
• Value
• Utility & Warranty

Module 07: Customers and Service Providers

• Customer & Service Assets
• Service Providers

Module 08: Defining Services

• Steps to Define Services
• Strategies for Customer Satisfaction
• KANO model

Module 09: Service Economics

• ROI
• The Business Case
• Business Impact Analysis (BIA)

Module 10: Sourcing Strategies

• Sourcing Structures
• Outsourcing
• Sourcing Governance

Module 11: Strategy Management for IT Services (StM) Part 1

• Purpose & Objectives
• Value to the Business
• Policies/Principles/Basic Concepts
• Activities

Module 12: Strategy Management for IT Services (StM) Part 2

• Roles
• Triggers, Inputs/Outputs & Interfaces
• Metrics
• Challenges & Risks

Module 13: Service Portfolio Management (SPM) Part 1

• Purpose & Objectives
• Value to the Business
• Policies/Principles/Basic Concepts Part 1

Module 14: Service Portfolio Management (SPM) Part 2

• Policies/Principles/Basic Concepts Part 2
• Activities
• Roles
• Triggers, Inputs/Outputs & Interfaces
• Metrics
• Challenges & Risks

Module 15: Financial Management (FM) Part 1

• Purpose & Objectives
• Value to the Business
• Policies/Principles/Basic Concepts

Module 16: Financial Management (FM) Part 2

• Activities
• Roles
• Triggers, Inputs/Outputs & Interfaces
• Metrics
• Challenges & Risks
• Exercise: Cost Model for Desktop Deployment

Module 17: Demand Management (DM) Part 1

• Purpose & Objectives
• Value to the Business
• Policies/Principles/Basic Concepts
• Activities

Module 18: Demand Management (DM) Part 2

• Roles
• Triggers, Inputs/Outputs & Interfaces
• Metrics
• Challenges & Risks

Module 19: Business Relationship Management (BRM) Part 1

• Purpose & Objectives
• Value to the Business
• Policies/Principles/Basic Concepts

Module 20: Business Relationship Management (BRM) Part 2

• Activities
• Roles Triggers, Inputs/Outputs & Interfaces
• Metrics
• Challenges & Risks
• Exercise: Melchester PBAs/UPs

Module 21: Governance & Organizations Part 1

•  Governance Basics
•  Governance Framework
•  Service Strategy & Governance

Module 22: Governance & Organizations Part 2

• Organizational Development
• Organizational Departmentalization
• Organizational Design

Module 23: Implementation & Technology Part 1

• Implementing Service Strategy
• Strategy Implementation via the Lifecycle
• Strategy Impact on Lifecycle Phases

Module 24: Implementation & Technology Part 2

• Service Automation
• Service Interfaces

 

For more information, contact us or call 1-877-546-4446

Start Learning ITIL® 2011: Service Strategy - Accredited Training Today!

List Price: $995 Your Price: $625

Prerequisites

ITIL® Foundations training is required prior to taking this course and it is highly recommended that all ITIL Intermediate Candidates have 2 to 4 years of Service Management Experience.  If you plan on taking the ITIL® 2011: Service Strategy certification exam, then you must have taken and passed the ITIL® Foundations exam (or v2, v3 or 2011equivalent) and present the certificate to the testing organization in order to sit for this exam.

For more information, contact us or call 1-877-546-4446

Start Learning ITIL® 2011: Service Strategy - Accredited Training Today!

List Price: $995 Your Price: $625

Certification

To be eligible for the ITIL® Intermediate Qualification: Service Transition examination, candidates shall fulfill the following requirements:

• At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course and scheme
• A basic IT literacy and around 2 years IT experience are highly desirable
• Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications)
• It is recommended that candidates should complete at least 21 hours of personal study by reviewing the syllabus and the ITIL® Service Strategy publication in preparation for the examination.

The ITIL® ServiceStrategy exam is an 8 question multiple choice scenario-based exam and you may take up to 90 minutes to complete it. Each question will have four possible answer options, one of which is worth five marks, one which is worth three marks, one which is worth one mark, and one which is a distracter and achieves no marks.

A passing mark is 70% or higher. When you pass your exam you will receive 3 credits toward your ITIL® Expert certification. This course also qualifies for 7 PDU credits.

 

EXAM LOCATION

You may take your ITIL® exam through Loyalist or PeopleCert.

Loyalist offers online proctored exams. When you register and pay for your exam session, you will receive instructions on how to connect to your proctor via webcam on the day of the exam. The exam price is the same if the students elect to use the On Line Proctor option for the web based exams.For complete details on how to take an exam with Loyalist, download this Loyalist Online Registration Information document. Note:  To take the exam remotely you will need to be in an enclosed room and have a printer available if you plan to printing the scenarios.

PeopleCert offers online proctored exams for all ITIL courses.  You can register online and within a few hours you can be taking your exam.  For more details, download the Candidate Web Registration.  To purchase your exam voucher go to https://webcandidate.peoplecert.org.

 

For more information, contact us or call 1-877-546-4446

Start Learning ITIL® 2011: Service Strategy - Accredited Training Today!

List Price: $995 Your Price: $625

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