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.
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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.
