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 Course Benefits
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Learn how to successfully implement ITIL Service Strategy best practices
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Define services, market spaces, customer assets and service assets within Service Strategy
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Conduct Strategic Assessments and understand how to manage demand for IT Services
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Drive strategy throughout the Service Lifecycle leveraging Service Portfolio Management
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Evaluate Service Strategy using Critical Success Factors, business potential and risk assessments
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Learn the knowledge required to pass the ITIL Intermediate Service Design Exam
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Gain an additional 3 credits towards your ITIL Expert certification status |
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Course Quick Links
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Service Strategy - Course Introduction
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The Service Lifecycle stream contains five courses that all focus on concepts relevant to management and control.
This ITIL V3 Intermediate Qualification: Service Design is a free-standing qualification, but is also part of the ITIL Intermediate Service Lifecycle stream, and one of the courses that leads to the ITIL Expert in IT Service Management Certificate.
The learning units within each module of the Service Lifecycle stream are:
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Introduction and Principles |
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Processes and Activities |
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Technology |
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Implementation |
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Challenges, critical success factors and risks |
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An understanding of all elements of the Lifecycle stage, processes, activities, technology, organization, challenges are all included and are to be used within a management and control context. |
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Service Strategy - Key Learning Outcomes |
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Service Strategy - Course Contents
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Service Strategy Principles
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This unit introduces the candidate to the core concepts and practices in Strategy and organization applied to Service Management and IT.
Be able to understand and describe:-
- The logic of value-creation within the context of the ITIL Service Lifecycle
- Capabilities and resources
- Service provider types, and be able to choose between the types
- Dynamics of a service model based on the concept of value networks
- Strategic perspectives, plans, positions and patterns as applied to service management and IT in their own organization
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Defining Service and Market Spaces
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This unit covers the core concepts and practices in internal marketing, business development, and opportunity analysis.
Be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:-
- Formal definitions of services suitable for planning and execution across the Service Lifecycle
- Business outcomes of customers and relating them to customer assets and service assets
- Services into customer outcomes, service assets, utility/warranty elements
- Market spaces, opportunities for new or changed services, and services as configurations and patterns
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Conducting Strategic Assessments
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This unit covers the process of conducting strategic assessments with respect to customers, market spaces, and existing capabilities of a service provider.
Be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:-
- Strategic assets of an organization their performance and potential for serving particular customers or market spaces (internal or external)
- Critical Success Factors and degree of alignment of existing services, capabilities, and strategies with customer’s business
- Business potential within existing customers and in adjacent market spaces through analysis of patterns within Service Catalogue, business strategy of customers
- Environmental factors such as business trends, technological innovation, and regulatory compliance
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Financial Management
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This unit covers Financial management and investments applied to Service Management.
Be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
- Service valuation, financial modelling, service provisioning and analysis, and business impact analysis
- Funding the Service Portfolio and phases of the Service Lifecycle and defining expectations or return on investments
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Service Portfolio Management
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This unit covers Portfolio management concepts, methods, and principles applied to Service Management.
Be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:-
- Service Portfolio Management, methods, and processes related to service management and services
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Managing Demand
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This unit covers Demand Management, profiling, segmentation, and service packaging strategies to effectively serve different types of customer needs and business activity patterns.
Be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:-
- Challenges, opportunities and risks in fulfilling demand for a particular customer or market space
- High-level strategies for demand management that can be supported by capabilities across the Service Lifecycle
- Demand with respect to customer outcomes, patterns of business activity, and user profiles. Sources of demand and capacity within the Service Catalogue and Service Pipeline
- Core Service Packages and Service Level Packages
- Roles of Product Manager and Business Relationship Manager
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Driving Strategy Through The Service Lifecycle
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This unit covers How Service Strategy is implemented through tactics and operations framed by the Service Lifecycle.
Be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:-
- How Service Strategy is driven through and informed by other elements of the Service Lifecycle
- Policies and constraints for Service Design that will encode strategic objectives and customer needs
- Requirements for Service Transition to act on behalf of Service Strategy in reducing costs and risks as service progress through the Lifecycle
- Tactical plans for the Service catalogue to be effectively hosted by Service Operation phase, with adjustments by customers and contracts
- Opportunities for improvement across the Service Portfolio and Service Lifecycle
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Critical Success Factors and Risks
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This unit covers Critical Success Factors and risks that determine the viability of strategic positions and plans.
- The role of organization development and sourcing as Critical Success Factors
- Automation and tools to meet strategic objectives through the framework of service management
- Benefits and risks from factors such as complexity, coordination, intangible assets, and total cost of utilization
- Types of risks across the Lifecycle and high-level approaches for mitigating risks
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Service Strategy – Training and Certification Contents
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This course is delivered online through a dedicated learning portal
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You have 100 consecutive days online access to: -
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Extended Video tutorials (watch as often as you like)
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Downloadable, detailed study guides (printable too)
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Mindmap and supporting learning resources
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Practice quizzes and exercises to reinforce learning
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Copy of official course syllabus and study planner
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ITIL V3 Service Strategy full text and diagrams
(one year’s access – eBook format)
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ITIL Expert Tutor Support (via Email)
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Two official practice exam papers plus answers
(with full rationale behind each answer)
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Exam Preparation guide with hints and tips
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Your Web Based Exam with instant on-screen results
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Official Certificate and PIN delivered to your door
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Free additional course access – in the event you are unsuccessful in your final certification exam
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Course Pre-Requisites and Entry Criteria
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All candidates must already hold the Foundation Certificate in IT Service Management - this means either the ITIL V3 Foundation Certificate; or the ITIL V2 Foundation and the ITIL V2-V3 Foundation Bridge Certificate.
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The appropriate certificate(s) must be provided by email (attachment) or fax (a copy) before successfully gaining admission to this course.
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You can use our online form to upload your certificate(s) when you purchase.
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Service Strategy - Exam Entry Criteria
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Mandatory:
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Minimum of 21 study hours across the course content - this means watching all the video tutorials at least twice, reviewing the study guides, your own revision, quizzes, tutorials and practice examinations with full answer rationale
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Proof of holding the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the bridging certificate
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Recommended:
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At least an additional 21 hours of personal study by reviewing the syllabus and the Service Operation eBook (included) in preparation for the examination
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Basic IT literacy and around 2 years IT experience are also highly desirable
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Service Strategy - Exam Details
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The exam is web based and may be taken at a location such as your place of work (typically a quiet office or meeting room) or a public library
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You will arrange your own local ‘proctor’ – this is someone who arranges and supervises your exam session for you and complies with the examination agencies rules
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Your exam is 90 minutes (or 120 minutes if English is not your native language) and consists of 8 complex multiple choice, scenario based questions.
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Gradient scoring is used whereby each question will have 4 possible answer options; one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.
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The pass mark for the exam is 28 marks out of 40 (70%)
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Service Strategy - Course Details
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Ask questions & get answers