ITSM/ITIL Intermediate: Service Strategy

    

Summary:
This exam-preparatory course provides comprehensive coverage of SS concepts within the IT Infrastructure Library (ITIL) V3. Through lectures and practice exam questions participants explore the concepts of good practice in IT Service Management based on the ITIL® V3 Framework.

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 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 design as documented in the ITIL® Service Design publication.

Note

The success in achieving this certification is highly dependent upon participants' effort in doing their homework, and self-study before and during the program. Therefore, it is highly recommended that course participants purchase the appropriate OGC publication to complete at a minimum 21 hours of personal study by reviewing the syllabus and the pertinent areas of the ITIL® Service Management Practice core guidance, in particular Service Strategy publication.

Duration

This program is offered over a 3-day period where it combines theoretical and hands-on knowledge transfer, including individual and group practical exercises. The Minimum number of students per session is 6 where the maximum is 18.

-This three (3) days classroom training course with examination held on the afternoon of the 3rd day is accredited by both LCS and EXIN examinations institutes.
-The course includes approximately 21 hours of student-instructor interaction, a sample and a formal examination.
-The format of the examination consists of a closed book paper of 8 multiple choice complex questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed additional 30 minutes to allow use of a dictionary). The pass mark will be 70% or more - 28 or more correct answers.

Delivery Methods

- Instructor led Classroom based
- Virtual Web based

Duration:
3 Days/Lecture & Lab

Audience:
The main target group for the ITIL® Intermediate Qualification: Service Strategy Certificate includes but is not restricted 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 on-going management, coordination and integration of strategizing activities within the Service Lifecycle.

The course covers the management of service strategy and core information of supporting activities within the Service Strategy stage, but not the detail of each of the supporting processes. The program may also be of interest to individuals who require a deeper understanding of the ITIL® Service Strategy stage of the ITIL® Service Lifecycle and how activities in it may be implemented to enhance the quality of IT service management within an organization; the audience may include, but not limited to:

-IT professionals working in roles associated with strategic planning, execution and control within a service-based business model, seeking an understanding of the concepts, processes, functions and activities involved in Service Strategy
-Individuals seeking the ITIL® Expert certification in IT Service Management for which this qualification is one of the prerequisite modules
-Individuals seeking progress towards the ITIL® Master in IT Service Management for which the ITIL® Expert is a prerequisite

Topics:

• Service Strategy Principles
• Defining Services and Market Spaces
• Conducting Strategic Assessments
• Financial Management
• Service Portfolio Management
• Managing Demand
• Driving Strategy through the Service Lifecycle
• Critical Success Factors and Risks
• Summary, Exam Preparation and Directed Studies

Prerequisites:
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) which shall be presented as documentary evidence to gain admission.

Additionally, to be eligible for the ITIL® Intermediate: Service Strategy Qualification, candidates shall fulfill the following requirements:

-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
-It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Design publication in preparation for the examination
-There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable





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Last Update: February 11, 2012