COURSE BROCHURE. ITIL - Intermediate SERVICE STRATEGY Training & Certification

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1 COURSE BROCHURE ITIL - Intermediate SERVICE STRATEGY Training & Certification

2 What is ITIL SS? The Service Strategy (SS) qualification is one of five ITIL Service Lifecycle modules and provides you with the guidance that enables you to design, develop, and implement service provider strategy that aligns to the organizational strategy. The SS module focuses on the importance of the strategic aspect of services within the IT service lifecycle. It provides the specific knowledge and techniques to help you demonstrate that you understand the risks and success factors and have the skills to develop and progress strategy within an organization or programme. 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 and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management and strategy as documented in the ITIL Service Strategy Who Should Attend? IT operations, technical, or IT management personnel requiring more information about ITIL best practices or anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT. Individuals who have ITIL Foundation Certificate.

3 Benefits of ITIL SS Students will gain in-depth knowledge of Service Strategy and hold a widely recognised qualification, if successful. Students will have a greater understanding of the management of services in the strategy phase of their life and maximise the benefits of those services by investing in the ones which have been demonstrated as delivering best value. Students will know the Service Strategy phase inside-out enabling you to demonstrate a sound understanding of its core principles and goals. Learning Objectives This qualification provides a complete overview of service strategy including all its related activities: how to design, develop, and implement service management not only as an organizational capability but also as a strategic asset. Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification: Introduction to service strategy Service strategy principles Service strategy processes Governance Organizing for service strategy Technology considerations Implementing service strategy Challenges, critical success factors and risks

4 Course Contents INTRODUCTION TO SERVICE STRATEGY Objectives : Full understanding of service strategy terms and core concepts. The purpose, goals and objectives of service strategy The scope of service strategy The value to the business The context of service strategy in relation to all other lifecycle stages SERVICE STRATEGY PRINCIPLES The ability to decide on a service strategy How to utilize the four P s of service strategy How to define services, create value and leverage the combined use of utility and warranty How to use service economics and sourcing strategies when meeting business outcomes SERVICE STRATEGY PROCESSES The management level concepts for the five service strategy processes and how they flow and integrate with the lifecycle. The purpose, scope and objectives of each service strategy process and how they link to value for the business. GOVERNANCE The ability to analyse IT governance and use it to set strategy by leveraging governance frameworks,bodies. ORGANIZING FOR SERVICE STRATEGY The ability to create an organizational design using the relevant development and departmental methods. TECHNOLOGY CONSIDERATIONS The ability to create an organizational design using the relevant development and departmental methods. IMPLEMENTING SERVICE STRATEGY Develop implementation strategies that follow a lifecycle approach (e.g. design, transition, operation and improvement, programmes). Measurement The ability to provide insight and guidance for strategic challenges, risks and critical success operation and improvement, programmes).

5 Certification ITIL SS Certification Information: Exam Duration: 90 Minutes Exam Format: Multiple Choice, scenario based gradient scored question Exam Pass Mark: 70% Level of Qualification: Intermediate Prerequisite 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. Hold the ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications see Prerequisite Entry Criteria on p5) A basic IT literacy and around 2 years IT experience are highly desirable Contact Us USA Office : India Office: info@wiselearner.com