ITIL® Intermediate Lifecycle – Service Strategy

The ITIL 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 course covers the management-level concepts and

core information of the supporting activities within service strategy, but not specific details about each of the supporting processes. It includes the following topics:

  • 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
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The target group of the ITIL Intermediate Qualification: Service Strategy Certificate include, but are not restricted to:

  • Business managers and executives
  • Business consultants
  • Business process owners, program and project managers
  • IT executives and managers
  • IT consultants, IT assessors, auditors and risk managers
  • IT process owners

This course provides a view of service strategy including related activities like 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 that will help them to better manage and govern the delivery of IT services and related activities.

Day 1

  • An introduction to Service Strategy
  • Deciding your strategy and understanding services and their value

Day 2

  • Defining your strategy
  • Strategy management for IT service process
  • Service portfolio management process

Day 3

  • Financial management for IT services process
  • Demand management process
  • Business relationship management process

Day 4

  • Organizing service strategy
  • Technology considerations and implementing service strategy
  • Revision and sample exam

The formal course is based on a set of lectures supported by slides, student handbooks, exercises and sample examination questions. This course consists of two student manuals that expand on the topics covered in the lectures. Students should use this material to prepare for the exam.

To be eligible for the examination leading to the ITIL Service Strategy, the candidate must fulfil the following requirements:

  • Have undertaken at least 24 contact hours approved training.
  • Hold the ITIL Foundation Certificate in IT Service Management.
  • Have at least 2 years’ professional experience working in IT service management.
  • Completed a minimum 12 hours of personal study by reviewing the course material provided.
  • It is recommended that candidates have experience of working in the service management capacity within a service provider environment, with responsibility for at least one of the Service Strategy processes outlined above.
  • A maximum of 16 participants will be allowed to attend a classroom course.

The course do not by default include the exam, the exam can be booked with the course or separately at a later stage.

The course does not by default include the exam. The exam can be booked with the course or separately at a later stage.

The exam consists of 8 multiple-choice, scenario-based, gradient scored questions. Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.

Duration: Maximum 90 minutes for candidates in their home language (if available – 120 minutes if the paper is in your second language. The use of a dictionary will be allowed).

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