Capabilities
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Service Strategy Lifecycle Course

This course prepares participants for the examination leading to the ITIL® Intermediate 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, two sample exams are delivered during the course. A passing mark of 70% is required to receive your certificate. In addition, you will attain 3 ITIL credits and 25 professional development units (PDUs) for Project Managers. Learning Outcomes

  • 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

Who Should Attend?

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

Prerequisties

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 V3 or 2011 edition Foundations course. Your certificate must be presented as documentary evidence to gain admission to this course.

Course Reading

Due to the in-depth nature of this hands-on course, it is recommended that students complete at least 21 hours of personal study by reviewing the Service Strategy syllabus and the publication in preparation for the examination.


*For questions or to register, please contact: Jill Zimmerman – jzimmerman@zenetex.com or 703-547-7827

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