Service Strategy – April

$2,095.00

CLASS DETAILS

Dates: April 10-12

Times: 9 am- 5 pm

Price: $2095

Location: Hawtrey HQ – 36 West Main Street, Mechanicsburg, PA

Introduction

Upon successful completion of the education and examination components
related to this certification, candidates can expect to gain competencies in the following:

  • Introduction to Service Strategy
  • Service Strategy Principles
  • Service Strategy Processes Governance
  • Organizing for Service Strategy
  • Technology Considerations
  • Implementing Service Strategy
  • Service Strategy Challenges, Critical Success Factors and Risks

In addition the training will include examination preparation, including a mock examination opportunity.

Target Audience

  • The main target group for the ITIL Intermediate Qualification: Service Strategy Certificate includes but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the on-going management, coordination and integration of strategizing activities within the Service Lifecycle.
  • The course covers the management of service strategy and core information of supporting activities within the Service Strategy stage, but not the detail of each of the supporting processes.
  • The target group may also be of interest to:
  • 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
  • IT professionals working in roles associated with strategic planning, execution and control within a service-based business model, seeking an understanding of the concepts, processes, functions and activities involved in Service Strategy
  • Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification can be one of the prerequisite modules
  • Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite.
  • ITSM Specialties, LLC
  • ITIL v3 Service Strategy

Prerequisites

  • To be eligible for this ITIL Expert Qualification exam, the candidate must have fulfilled the following requirements:
  • Must hold the ITIL v3 Foundation Certificate in IT Service Management or ITIL v2 Foundation plus the Bridge Certificate and must be presented prior to class
  • There are no minimum requirements, but a basic IT literacy and 2+ years IT experience are highly desirable
  • It is also recommended that students should complete at least 21 hours of personal study by reviewing the
  • syllabus and the Service Strategy book in preparation for the examination
  • Approximately 1 hour of home study each evening

Course Details

Three days- includes lecture, exam preparation, and exam

EXAM

90-minute timed test

CLOSED BOOK

Passing score: 28/40 or 70%

CLASS SIZE

Maximum of 18 students

Objectives

Introduction to Service Strategy

PURPOSE AND OBJECTIVES OF SERVICE STRATEGY SCOPE OF SERVICE STRATEGY VALUE TO BUSINESS
  • The context of Service Strategy in relation to:
  • Service Design Service Transition Service Operation
  • ITSM Specialties, LLC
  • ITIL v3 Service Strategy
  • Continual Service Improvement
  • Service Strategy Principles
  • Basic approach to deciding a strategy
  • Strategy and opposing dynamics
  • Outperforming competitors
  • The four Ps of Service Strategy
  • Services
  • Value
  • Utility and warranty
  • Assets – customer, service and strategic
  • Service providers – types and choosing between them Defining services
  • Strategies for customer satisfaction
  • Service economics
  • Sourcing strategy
  • Strategy inputs and outputs with the service lifecycle
SERVICE STRATEGY PROCESSES STRATEGY MANAGEMENT
  • Purpose and objectives
  • Scope
  • Value to business
  • Policies, principles and basic concepts
  • Process activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Critical success factors and key performance indicators Challenges and risks
SERVICE PORTFOLIO MANAGEMENT PURPOSE AND OBJECTIVES
  • Scope
  • Value to business
  • Policies, principles and basic concepts Process activities, methods and techniques Triggers, inputs, outputs and interfaces
  • ITSM Specialties, LLC
  • ITIL v3 Service Strategy
  • Critical success factors and key performance indicators
  • Challenges and risks Financial Management
PURPOSE AND OBJECTIVES
  • Scope
  • Value to business
  • Policies, principles and basic concepts
  • Process activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Critical success factors and key performance indicators Challenges and risks
DEMAND MANAGEMENT PURPOSE AND OBJECTIVES
  • Scope
  • Value to business
  • Policies, principles and basic concepts
  • Process activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Critical success factors and key performance indicators Challenges and risks
BUSINESS RELATIONSHIP MANAGEMENT PURPOSE AND OBJECTIVES
  • Scope
  • Value to business
  • Policies, principles and basic concepts
  • Process activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Critical success factors and key performance indicators Challenges and risks

Governance

  • Setting the strategy for governance Evaluate, direct, monitor Governance framework
  • ITSM Specialties, LLC
  • ITIL v3 Service Strategy
  • What is IT governance
  • Governance bodies
  • How Service Strategy relates to governance
  • Organizing for Service Strategy Organizational development Organizational departmentalization Organizational design
  • The role of service owner and business relationship manager Strategy, portfolio, financial and demand roles
  • Technology Considerations Service automation

Service interfaces

  • Implementing Service Strategy
  • Implementation through the lifecycle
  • Following a lifecycle approach
  • The impact of Service Strategy on other service lifecycle stages
  • Service Strategy Challenges, Critical Success Factors and Risks Summary, Exam Preparation and Directed Studies
  • ITSM Specialties, LLC
  • ITIL v3 Service Strategy

Eligibility for Exam

  • To be eligible for the ITIL Intermediate: Service Strategy examination, candidates shall fulfill the following requirements:
  • At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
  • There is no minimum requirement, but a basic IT literacy and 2+ years IT experience are highly desirable
  • Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the Bridge Certificate
  • It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Strategy publication in preparation for the examination

11 Seats Available (can be backordered)