ITIL® V3 Service Strategy Certification Training

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Video Title
Length
Meet Your Instructor Dr. Suzanne Van Hove
4 min
00: Course Introduction
5 min
01: Exam Tips
4 min
02: Service Management as a Practice: Introduction
30 min
03: Service Management as a Practice: Service Strategy
16 min
04: Exercise: ITSM and Failure
6 min
05: Strategy and Services
9 min
06: Services and Value
26 min
07: Customers and Service Providers
21 min
08: Defining Services
26 min
09: Service Economics
18 min
10: Sourcing Strategies
16 min
11: Strategy Management for IT Services (StM): Introduction
24 min
12: Strategy Management for IT Services (StM): Roles, Triggers, Metrics & Challenges
13 min
13: Service Portfolio Management (SPM): Introduction
27 min
14: Service Portfolio Management (SPM): Roles, Triggers, Metrics & Challenges
27 min
15: Financial Management (FM): Introduction
22 min
16: Financial Management (FM): Roles, Triggers, Metrics & Challenges
22 min
17: Demand Management (DM): Introduction
28 min
18: Demand Management (DM): Roles, Triggers, Metrics & Challenges
11 min
19: Business Relationship Management (BRM): Introduction
23 min
20: Business Relationship Management (BRM): Roles, Triggers, Metrics & Challenges
17 min
21: Governance & Organizations: Introduction
7 min
22: Governance & Organizations: Development, Departmentalization & Design
18 min
23: Implementation & Technology: Service Strategy
18 min
24: Implementation & Technology: Service Automation & Interfaces
17 min
Total:
7 hrs 35 mins
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Meet Your Instructor

Dr. Suzanne Van Hove

Dr. Suzanne Van Hove. owner of SED-IT, has successfully blended an award-winning career in higher education with a passion for IT Service Management. She understands the dynamics of how people learn and the best vehicles for content retention. She has developed and received accreditation of her own IT Service Management educational programs.

Perhaps her greatest strength is developing training curriculum that is industry specific. This unique approach gives students practical, real life case studies that enable them to bring best practices to their respective organizations. Large and small organizations around the globe have benefited from her proprietary approach. With over 25 years’ experience, Suzanne brings a wealth of knowledge to every engagement – either in the classroom or boardroom. In 2011, Suzanne was recognized the itSMF USA ‘Industry Knowledge Contribution’ Award for her achievements in academia and industry.

 

Get Your Course Materials

Course Materials

When you purchase this course you will receive access to these materials.

  • Student Guide
  • Exercise Guide
  • Enlarged Slides
  • Training Plan
  • Sample Exams
  • Course Syllabus
  • Summary of Updates
  • PMP PDU Information
Course Links

Course Links

These links are activated when you purchase this course.

  • Course Survey
  • ITIL Credit Profiler to Assess Credits
Course Transcript

Transcript

This course comes with a Transcript that tracks your progress. You can use your transcript to view and monitor your progress and when you complete the course, you can print or email the transcript.

Letter of Course Attendance

Letter of Course Attendance

You will be awarded a Certificate of Completion when you finish this course. You will be able to print or email the certificate and share your accomplishment with everyone.

How to Take Your Exam

How to Take Your Exam

GogoTraining's ITIL® 2011: Service Strategy Course is Accredited by AXELOS and PEOPLECERT and fully qualifies you to sit for the ITIL Service Strategy Exam.

10% Off Your ITIL Service Strategy Exam

Get your exclusive 10% discount when you purchase your ITIL Service Strategy Exam from GogoTraining.

PEOPLECERT's price:  $399/Your Price: $359.  You Save $40.

​All exam orders are processed within 24 hours Monday to Friday.  Once ordered you will receive an immediate informational email directly from PEOPLECERT which includes a link for you to register to take your exam.  If you have any questions, Contact GogoTraining.

How GogoTraining Prepares you to Pass Your Exam

All GogoTraining ITIL courses come with a Training Plan to help you master the material in the course and 2 sets of Official Sample Exams for you to take upon completion of the course and the course exercises so you can test your knowledge. 

Course Transcripts and Certificates of Completion come with this course and you will use these official documents to verify that you took the required and accredited training so that you can sit for the official exam. At the end of the course you will receive a Certificate of Completion from GogoTraining.  In order to be considered Certified in this area you will need to take the Official ITIL Exam.

Certification Requirements

To be eligible for the ITIL® Intermediate Qualification: Service Strategy 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.

Tracking Credits

The ITIL Qualification Scheme introduces a modular credit system for each of the ITIL qualifications. All modules are given a credit value, and candidates meeting the requisite entry criteria and accumulating the required number of credits (22) can apply for ITIL Expert level of qualification. Click here and select the Certification button to learn more about the Qualification Scheme.  Qualifications from earlier ITIL versions are also recognized within the system, together with qualifications endorsed as complementary to the core ITIL portfolio.

 

How to receive your PMI PDU's

Instructions on how to receive PMI PDU's can be found in the Get Your Course Materials section of this page.

 

How to Take an Online Proctored PeopleCert Exam

In order to take your exam you will need the following System Requirements:

  • Windows® 10, Windows® 8.1, Windows® 8, Windows® 7
  • Dual-core 2.4GHz CPU or faster with 2GB of RAM (recommended)
  • Active Full-Time/Broadband internet connection of at least 4Mbps
  • 16-bit monitor (at least 15”) with screen resolution 1024 x 768 or higher
  • Speakers and microphone (the use of headsets is only allowed during onboarding)
  • Keyboard and mouse or another pointing device
  • A single web camera (embedded or external) you can rotate

For complete details, Click Here.

Ask the Instructor a Question

QA Forum

When you purchase this course you will be able to use the QA Forum and have direct access to the instructor.

Course 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.

In This Course You Will Learn:

  • 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

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.

Before attending training for the certification it is also strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Strategy publication.

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

Certification

GogoTraining's ITIL® 2011: Service Strategy Course is Accredited by AXELOS and PEOPLECERT and fully qualifies you to sit for the ITIL Service Strategy Exam.

10% Off Your ITIL Service Strategy Exam

Get your exclusive 10% discount when you purchase your ITIL Service Strategy Exam from GogoTraining.

PEOPLECERT's price:  $399/Your Price: $359.  You Save $40.

​All exam orders are processed within 24 hours Monday to Friday.  Once ordered you will receive an immediate informational email directly from PEOPLECERT which includes a link for you to register to take your exam.  If you have any questions, Contact GogoTraining.

How GogoTraining Prepares you to Pass Your Exam

All GogoTraining ITIL courses come with a Training Plan to help you master the material in the course and 2 sets of Official Sample Exams for you to take upon completion of the course and the course exercises so you can test your knowledge. 

Course Transcripts and Certificates of Completion come with this course and you will use these official documents to verify that you took the required and accredited training so that you can sit for the official exam. At the end of the course you will receive a Certificate of Completion from GogoTraining.  In order to be considered Certified in this area you will need to take the Official ITIL Exam.

Certification Requirements

To be eligible for the ITIL® Intermediate Qualification: Service Strategy 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.

Tracking Credits

The ITIL Qualification Scheme introduces a modular credit system for each of the ITIL qualifications. All modules are given a credit value, and candidates meeting the requisite entry criteria and accumulating the required number of credits (22) can apply for ITIL Expert level of qualification. Click here and select the Certification button to learn more about the Qualification Scheme.  Qualifications from earlier ITIL versions are also recognized within the system, together with qualifications endorsed as complementary to the core ITIL portfolio.

 

How to receive your PMI PDU's

Instructions on how to receive PMI PDU's can be found in the Get Your Course Materials section of this page.

 

How to Take an Online Proctored PeopleCert Exam

In order to take your exam you will need the following System Requirements:

  • Windows® 10, Windows® 8.1, Windows® 8, Windows® 7
  • Dual-core 2.4GHz CPU or faster with 2GB of RAM (recommended)
  • Active Full-Time/Broadband internet connection of at least 4Mbps
  • 16-bit monitor (at least 15”) with screen resolution 1024 x 768 or higher
  • Speakers and microphone (the use of headsets is only allowed during onboarding)
  • Keyboard and mouse or another pointing device
  • A single web camera (embedded or external) you can rotate

For complete details, Click Here.

Purchase Options
Course with Exam
  • Course Delivery: The Course is taken online
  • Exam Delivery: The Exam is delivered online
  • Length of Access: 1 year
  • Features: 24/7 Access, Real Instructors, Classroom Materials and Exercise Guides.
  • Exam Details: Click here to view
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