NewEra Technology Facebook
ITIL® Intermediate Lifecycle: Service Strategy (2011 Edition) - Course Information
PRINT
SEND TO A FRIEND
Name: ITIL® Intermediate Lifecycle: Service Strategy (2011 Edition)
Category: ITIL
Length (Days): 4
Course Price (CAD): 3500
Description:
TARGET AUDIENCE

The course covers the management-level concepts and core information of the supporting activities within service strategy, but not specific details about each of the supporting processes.

The main target candidate for the ITIL Intermediate Qualification: Service Strategy Certificate includes, but is not restricted to:
• Chief information officers (CIOs)
• Chief technology officers (CTOs)
• Managers
• Supervisory staff
• Team leaders
• Service designers
• IT architects
• IT planners
• IT consultants
• IT audit managers
• IT security managers
• ITSM trainers involved in the on-going management, co-ordination and integration of
strategizing activities within the service lifecycle
• Individuals who require a deeper understanding of the ITIL service strategy stage of the ITIL
service lifecycle and how activities in it may be implemented to enhance the quality of IT service
management within an organization
• Individuals who have attained the ITIL Foundation Certificate in IT Service Management and
wish to advance to higher level ITIL certifications
• Individuals seeking the ITIL Expert Certification in IT Service Management for which this
qualification can be one of the prerequisite modules
• Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for
which the ITIL Expert is a prerequisite.

COURSE OBJECTIVE

The ITIL Intermediate Qualification: Service Strategy Certificate is a free-standing qualification but is also part of the ITIL intermediate lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. The purpose of this training module and the associated exam andcertificate is, respespectively, to impart, test, and validate the knowledge on industry practices in service management and strategy as documented in the ITIL Service Strategy publication.
Prerequisites:
Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management which must be presented as documentary evidence to gain admission

Candidates who hold the following ITIL qualifications are also eligible, and similar evidence will be
required:
• Earlier ITIL (V2) Foundation plus Foundation Bridge
• ITIL Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner
bridging routes).
Outline:
1 - COURSE INTRODUCTION

2 - SERVICE STRATEGY INTRODUCTION

3 - SERVICE STRATEGY PRINCIPLES

Services
Value
Utility and Warranty
Assets, Resources and Capabilities
Service Providers
Defining Services
Strategies for Customer Satisfaction
Service Economics
Return on Investment
Business Impact Analysis
Sourcing Strategy
Governance

4 - ORGANIZING FOR SERVICE STRATEGY

5 - STRATEGY MANAGEMENT FOR IT SERVICES

Purpose and objectives
Scope
Value to business
Policies, principle and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks

6 - SERVICE PORTFOLIO MANAGEMENT

Purpose and objectives
Scope
Value to business
Policies, principle and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks

7 - FINANCIAL MANAGEMENT

Purpose and objectives
Scope
Value to business
Policies, principle and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks

8 - DEMAND MANAGEMENT

Purpose and objectives
Scope
Value to business
Policies, principle and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks

9 - BUSINESS RELATIONSHIP MANAGEMENT

Purpose and objectives
Scope
Value to business
Policies, principle and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks

10 - TECHNOLOGY AND IMPLEMENTATION CONSIDERATIONS

11 - IMPLEMENTING SERVICE STRATEGY

12 - IMPACT OF SERVICE STRATEGY ON OTHER LIFECYCLE STAGES

13 - SERVICE STRATEGY CHALLENGES, RISKS AND CRITICAL SUCCESS FACTORS

14 - ADDITIONAL SOURCES OF HELP

15 - SAMPLE DOCUMENTS AND TEMPLATES

16 - LIVING THE LIFECYCLE ASSIGNMENTS

17 - STUDY AND EXAM TAKING TIPS

18 - COURSE SYLLABUS

19 - KEY CONCEPTS REVIEW

20 - STUDY AIDS

21 - STUDY AIDS ANSWER KEY

Actual course outline may vary depending on offering center. Contact your sales representative for more information.
Guaranteed to run courses