At the end of the training, participants are expected to:

• Key service management concepts
• Service strategy principles related to the design of effective service and service management strategies
• Service strategy processes, including strategy management for IT services, service portfolio management, financial management for IT services, demand management, and business relationship management
• Importance of governance and related frameworks for creating and managing effective service strategies
• Relevant organizational and departmental design methods and techniques
• Service strategy technologies and service automation to support the service lifecycle
• Implementation strategies that follow and support a service lifecycle approach

Module 1: Introduction to ITIL Intermediate Service Strategy (SS)

Core concepts

• Purpose and objectives of service strategy
• Scope of service strategy and value to business

Service strategy and the overall ITIL lifecycle

• Strategy concepts and practices
• The context of service strategy in relation to design, transition, operation and continual service improvement
• Exploring strategic perspectives, plans and positions

Module 2: ITIL Service Strategy Principles

Deciding on service strategy

• Defining services
• Basic approach to deciding a strategy

Utilizing the four Ps of service strategy

• Perspective
• Position
• Plan
• Pattern

Strategy and opposing dynamics

• Leveraging the combined use of utility and warranty
• Defining and creating value
• Assets: customer, service and strategic
• Choosing service providers

Meeting business outcomes

• Outperforming competitors
• Service economics and sourcing strategies
• Strategy inputs and outputs within the service lifecycle

Module 3: Service Strategy Processes

Creating effective service strategies

• Integrating the five service strategy processes
• Creating value for the business
• Strategy execution

Strategy and financial management for IT services

• Purpose and objectives
• Describing the process activities

Service portfolio management

• Identifying process activities, methods and techniques
• Applying value to business

Demand management

• Strategies for demand management
• Profiling, segmentation and service packaging strategies
• Demand and customer outcomes

Business relationship management

• Distinguishing triggers, inputs, outputs and interferences
• Critical success factors and key performance indicators
• Challenges and risks

Module 4: Analyzing IT Governance

What is IT governance?

• How strategy relates to governance
• Setting strategy
• Leveraging governance frameworks and bodies to set strategy

Implementing governance

• Evaluate, direct, monitor
• Producing a governance framework
• Distinguishing governance bodies

Module 5: Technology Considerations

Organizing for service strategy

• Identifying organizational development
• Applying organizational departmentalization
• Deciding organizational design

Technology and service strategy

• Automating service
• Analyzing and producing service interfaces

Module 6: Implementing Service Strategy

• Developing implementation strategies that follow a lifecycle approach
• Implementation through the lifecycle
• Following a lifecycle approach

Module 7: Critical Success Factors and Risks

• Providing insight and guidance for strategic challenges, risks and critical success factors
• Determining the viability of strategic positions and plans
• Challenges, benefits and risks
• Types of risks and high-level approaches for mitigating risk

Exam Preparation/Mock Exam

Prerequisites

• To prepare for the international certificate, we recommend that you review the ITIL 2011 publication Service Strategy (2011 Edition, ISBN 9780113313044) and complete at least 21 hours of personal study
• The ITIL Foundation Certificate

• CIOs, CTOs, managers, supervisory staff, and team leaders
• Service designers, IT architects, planners, consultants, and security managers
• Any other IT operations, technical, or IT management personnel requiring more information about ITIL best practices related to service strategy
• Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

Class training methods  
Values

• CUSTOMISED: Our tailor-made solutions are in line with your business goals, drawing on best practices and proven approaches
• RESULT-ORIENTED: Our primary objective is the enhancement of business results through continuous evaluation for maintaining focus and accountability
• COST-EFFECTIVE: Our customized and simple solutions are highly cost-effective
• TARGETED: We use a combination of approaches and techniques to meet the objectives of our individual clients and organizational needs
• PROCESS-ORIENTED: Our training programs are process focused, not process bound. We apply standard tools for process streamlining
• IMPROVEMENT FOCUSED: Our techniques involve robust evaluation, open and honest communication and on-going process upgrading for continuous improvement.
• IMPACTFUL: Our experts leverage powerful solutions that can deliver the right impetus to your business

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