The ITIL Intermediate Certificate in Service Strategy forms part of the Life-cycle series of Intermediate certification modules, which can be taken as stand-alone qualifications or with a view to amassing sufficient credits to gain the ITIL Service Management Expert qualification. It will give candidates a deep level of understanding of Service Strategy processes and roles.

This course is intended to enable delegates with a Foundation-level knowledge of IT Service Management to apply good practice in processes pertaining to the Service Strategy lifecycle phase. The course is interactive, combining presentation sessions and group exercises, with plenty of opportunity for questions and discussion. On completion of the course and the required personal study, delegates will be able to sit the ITIL Intermediate examination in Service Strategy worth 3 credits.

Individuals who may find this course of interest include IT professionals working within or about to enter a Service Strategy environment and requiring a detailed understanding of the processes, functions and activities involved, as well as those who are seeking the ITIL Expert qualification in IT Service Management.

What Are The Course Objectives?

The key objectives of this course are to enable participants to:

  • Understand the importance of Service Management as a Practice
  • Lead discussions on Service Strategy
  • Define Services and Market Spaces
  • Conduct strategic analyses
  • Apply Financial Management and manage demand
  • Understand how to drive strategy through the Service Life-cycle; and Understand and analyse challenges, Critical Success Factors and risks related to Service Strategy

Course Content:

  1. Introduction to Service Strategy
  • – Purpose, Goals and Objectives
  • – Scope of Service Strategy
  • – Interfaces with Other Life-cycle Phases
  • – Service Strategy and Business Value
  1. Leading Service Strategy Discussions
  • – Value Creation within the Service Life-cycle
  • – Differentiation and Strategic Advantage
  • – Capabilities and Resources
  1. Defining Services and Market Spaces
  • – Service Definition
  • – Customer and Service Assets and Business Outcomes
  • – Utility and Warranty
  • – Identifying Service Opportunities
  • – Visualising Services
  1. Conducting Strategic Analysis
  • – Strategic Assets
  • – Service CSFs
  • – Service Alignment
  • – Pattern and Trend Analysis
  1. Applying Financial Management
  • – Service Valuation
  • – Financial Modelling
  • – Business Impact Analysis
  • – Funding the Service Portfolio and ROI
  • – Service Portfolio Management
  1. Managing Demand
  • – Challenges and Opportunities
  • – High-Level Strategy for Demand Management
  • – Demand Profiling
  • – Core Service Packages
  • – Service Level Packages
  • – Product Manager Role
  • – Business Relationship Manager Role
  1. Driving Strategy through the Service Life-cycle
  • – Service Strategy in the Context of the Service Life-cycle
  • – Policies and Constraints for Service Design
  • – Service Transition Requirements
  • – The Service Catalogue and Service Operation
  • – Opportunities for Improvement

What examinations are taken on the course?

ITIL® Service Strategy Exam: 90 Mins, closed book, Eight complex multiple-choice questions choice questions

*If English is not your native language you will be awarded 25% extra time.