ITIL V3 Lifecycle Module: Service Strategy
Objectives
Candidates completing the course can expect to gain an understanding of the Service Strategy (SS) Lifecycle.
This includes:
-competency in the SS Lifecycle's principles, processes, activities and functions
-an appreciation of the technology considerations for the Lifecycle
-an awareness of the implementation considerations for the Lifecycle
-insight into the operational challenges, risks and critical success factors of the SS Lifecycle
Audience
The anticipated audience for this training includes:
-individuals who require a detailed understanding of the Service Strategy phase of the ITIL V3 Service Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation
-IT professionals working within or about to enter a Service Strategy environment, who require an understanding of the concepts, processes, functions and activities involved
-individuals seeking the ITIL Expert certification in IT Service Management This includes but is not limited 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 ongoing management, coordination and integration of strategising activities within the Service Lifecycle.
Pre-requisites
Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or v2 Foundation plus Bridge Certificate).
Please note that documentary evidence of this qualification and photographic ID will be required prior to sitting the examination.
Course Structure
This classroom based course is a mix of lecture and discussion with practical exercises and coursework throughout.
The training includes detailed preparation for the examination which will be held at the end of Day Three.
Examination Format
A 90 minute, multiple choice paper featuring eight scenario-based, gradient scored questions.
(Each question will have 4 possible answer options, one of which is worth 5 marks (the 'correct' answer), one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks).
In order to qualify for a pass, candidates must achieve a minimum of score of 28/40 (70%).
Documentation
Full course documentation is included in the price.
Pre-reading / Preparation:
It is suggested that candidates re-familiarise themselves with the relevant content of their V3 Foundation/Foundation Bridge training prior to attendance.
In addition candidates are encouraged to read the following texts:
-‘The Official Introduction to the ITIL Service Lifecycle’(ISBN 978-0-11-331061-6)
-‘Key Element Guide Suite’(ISBN: 978-0-11-331088-9)
-‘Service Strategy’ Lifecycle (ISBN 978-0-11-331045-6)
Additional Note:
The course covers the management and control of the activities and techniques within the Service Strategy Lifecycle but not the specific detail of each of the supporting processes.
Candidates who require a detailed understanding of the supporting processes within the Lifecycle should look to the ITIL V3 Capability modules.
With the exception of the stated pre-requisites, there is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable.
Course Outline
Introduction to Service Strategy (SS)
-how it fits into the ITIL Lifecycle
-its main purpose and objectives
-the ITIL processes, functions and roles it features
-the value it brings to the business
Service Strategy Principles
-the logic of value-creation within the context of the ITIL Service Lifecycle
-understanding capabilities and resources
-appreciating service provider types and how to choose the right type
-the dynamics of a service model based on the concept of value networks
-strategic perspectives, plans, positions and patterns within service management and IT
Defining Services and Market Spaces
-formal definitions of services suitable for planning and execution across the Service Lifecycle
-business outcomes of customers and relating them to customer and service assets
-services into customer outcomes, service assets, utility and warranty elements
-market spaces, opportunities for new or changed services
-services as configurations and patterns
Conducting Strategic Assessments
-strategic assets of an organization their performance and potential for serving particular customers or market spaces (internal or external)
-Critical Success Factors and the 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 the Service Catalogue, the business strategy of customers and environmental factors such as business trends, technological innovation and regulatory compliance
Financial Management
-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
Service Portfolio Management
-methods and processes related to service management and services
Demand Management
-challenges, opportunities and risks in fulfilling demand for customers or market spaces
-high-level strategies 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
-the roles of Product Manager and Business Relationship Manager