ITIL® V3 Service Lifecycle - Service Strategy

Duration: 3 Days

The course builds on the general principles covered in the ITIL® Foundation course. It covers the lifecycle aspects of Service Strategy and the management and control of the activities and techniques within the Service Strategy stage of the lifecycle but not the detail of each of the supporting processes (which are covered in detail in the capability courses).

The course also looks at the concept of Service Strategy as a practice and at the interfaces between Service Strategy and the other stages of the ITIL Service Lifecycle.

Objectives

1. To obtain knowledge on strategic planning, execution and control within an IT service-based business model, to enable an understanding of the terminology, concepts, processes and activities involved in Service Strategy. 
2. To give a detailed management/business level understanding of the ITIL® Service Strategy phase of the ITIL® core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation.  Delegates will be able to describe strategic perspectives, plans, positions and patterns as applied to service management and IT. 
3. To explain the roles and justify the need of Service Strategy in the Service Lifecycle.
4. To prepare delegates for the ITIL® Lifecycle examination in Service Strategy (which takes place as part of the course).

Who should attend?

The course is suitable for individuals who require a deeper understanding of the Service Strategy stage of the Service Lifecycle.  It offers a career development path for practitioner staff who already hold the ITIL® Foundation Certificate.

Delegates will find it helpful if they have at least two years experience in IT service management before taking the course.

It is a prerequisite that delegates hold the ITIL® Foundation Certificate in IT Service Management or the version 2 to version 3 bridge equivalent.

Professional Qualifications

The course forms part of the ITIL® Intermediate qualification programme.
The examination will consist of a complex multiple choice, closed book paper, to be completed within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed 120 minutes to allow use of a dictionary.) The pass mark will be 70% or higher.
Successful candidates will be awarded 3 credits towards the ITIL® Expert qualification.

Topics covered:

• The main principles and objectives of Service Strategy
• Core concepts and practices in Strategy and organisations applied to IT Service Management
• Defining Services and Market Space
• Conducting Strategic Analysis
• Driving Strategy through the Service Lifecycle stages and interfaces to Strategy
• Challenges, Critical Success Factors and Risks
• Technology considerations related to Service Strategy
• The activities commonly performed in the Service Strategy arena
• Assessing Critical Success Factors and Managing Risk in Service Strategy

The course also covers the managerial and supervisory aspects of the ITIL processes covered in the Service Strategy stage:

• Financial Management
• Service Portfolio Management 
• Demand Management

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