Objectives:

At course completion:

• Understand and apply the following core Service Strategy principles:
  • Dynamics and forces impacting IT management
  • Defining services and how services can deliver value to the customer market spaces
  • The impact of external markets, customer requirements and continual service improvement on the Service Strategy
  • Organization structures and provider types supporting an IT Value Network
  • Defining and managing the relationship between business and IT services and the demand for those services
  • Defining customer value creation
  • Defining and managing IT financial measures for success
  • The strategic benefits of service based costing and recovery
  • Conducting strategic assessments and dealing with market uncertainty
  • A practical approach to creating a Service Management strategy
• Review of Service Strategy processes, and their associated roles, responsibilities, challenges, risks and critical success factors, including:
  • Strategy Management for IT Services
  • Service Portfolio Management
  • Financial Management
  • Demand Management
  • Business Relationship Management
• Driving strategy through the Service Lifecycle
• How to measure Service Strategy and create return on investment

Target Audience:

CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, and any IT professional involved in the management of service strategy.

Prerequisites:

Candidates must hold the ITIL Foundation Certificate in IT Service Management, attained through either the ITIL IT Service Management Essentials (V2) plus the ITIL V2-V3 Foundations Bridging Course or the ITIL Foundations course.  Your certificate must be presented as documentary evidence to gain admission to this course.

In addition to taking the course it is recommended that students complete at least 21 hours of personal study in preparation for the examination, besides the in-class contact hours. The personal study time should be spent reviewing the course syllabus and the Service Strategy Publication.

Additional Information:

Course Materials

All ITIL Lifecycle courses come with complimentary access to Pink Elephant's e-materials.  These materials are made available to students prior to attending the course and for 30 days following the course. The e-materials include:

• Course workbooks for students to download and print, or view on laptop or tablet devices
• Course slideshow
• Official ITIL practice exams
• Course reference and exam guidance materials
• Access to over 300 additional practice questions

Commercially printed course workbooks can also be provided, at additional cost.

Exam, Certification & Awards

• This course prepares participants for the examination leading to the ITIL Lifecycle Certificate: Service Strategy.  A 90-minute exam is scheduled on the last day of the course.  It consists of eight multiple choice, scenario-based, gradient scored questions.  To help prepare attendees for the final exam, a sample exam is delivered during the course.  A passing mark of 70% is required to receive your certificate
• You will attain 3 ITIL credits
• You will attain 25 professional development units (PDUs) for Project Managers
• You will attain 2.5 Continuing Education Units
• You will attain 30 Continuing Professional Education credits
• You will attain 25 professional development units (PDUs) for Project Managers
• You will attain 2.5 Continuing Education Units
• You will attain 30 Continuing Professional Education credits