ITIL® Service Strategy (SS)

SPECIAL NOTES

A 90-minute multiple-choice exam is included with the cost of the course.

For RAIL (live online instructor-led) sessions: The course will be in session on all three days (8:30am- approximately 5:00pm Central Time). After completing the course, you will take the exam through CSME at your convenience via an exam voucher. (Note: Exam Vouchers expire within 30 days of completion of the course). Upon registering, you will receive specific instructions on how to arrange for your exam. HP strongly recommends you take the exam within a few days of completing the course.

COURSE OVERVIEW

This 3-day course focuses on the activities for transforming ITSM into a strategic asset and driving strategy through the service lifecycle. Topics include the principles of Service Strategy, Strategy Management for IT Services, Service Portfolio Management, Demand Management, Financial Management and Business Relationship Management. Governance, critical success factors and risks are also covered. The course prepares attendees for the ITIL® Intermediate Qualification: Service Strategy Certificate, one of the modules that leads to the ITIL® Expert Certificate in IT Service Management.

PREREQUISITES

• Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL® and bridge qualifications
• A basic IT literacy and around 2 years IT experience are highly desirable
• At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution), as part of a formal, approved training course/scheme
• Complete at least 21 hours of personal study by reviewing the syllabus and the ITIL® Service Strategy publication in preparation for the examination

AUDIENCE

• Chief information officers (CIOs), Chief technology officers (CTOs), Managers, Supervisory staff, Team leaders, Service designers
• IT architects, IT planners, IT consultants, IT audit managers, IT security managers
• ITSM trainers involved in the on-going management, co-ordination and integration of strategizing activities within the service lifecycle
• 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
• 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 who have attained the ITIL® Foundation Certificate in IT Service Management and wish to advance to higher level ITIL® certifications
• Individuals seeking the ITIL® Expert Certification in IT Service Management for which this qualification can be one of the prerequisite modules
• Individuals seeking progress toward the ITIL® Master Certificate in IT Service Management for which the ITIL® Expert is a prerequisite

COURSE OBJECTIVES

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

• 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

NEXT STEPS

• Courses from the Lifecycle or Capability streams leading to the ITIL® Expert qualification

BENEFITS TO YOU

• Learn to understand the ITIL® lifecycle and the fundamental processes involved in Service Strategy and how to integrate them into your business’ IT service model
• Understand how IT and the Business can collaborate to improve overall productivity and efficiency
• Learn to move the reactive relationship between IT and users to a proactive relationship

COURSE OUTLINE

Introduction to service strategy

• The purpose, goals and objectives of service strategy
• The scope of service strategy
• The value to the business
• The context of service strategy in relation to all other lifecycle stages

Service strategy principles

• The ability to decide on a service strategy
• How to utilize the four P’s of service strategy
• How to define services, create value and leverage the combined use of utility and warranty
• How to use service economics and sourcing strategies when meeting business outcomes

Service strategy processes

• The management level concepts for the five service strategy processes and how they flow and integrate with the lifecycle: Strategy Management for IT Services, Service Portfolio Management, Demand Management, Financial Management for IT Services, Business Relationship Management
• The purpose, scope and objectives of each service strategy process and how they link to value for the business.

Governance

• The ability to analyse IT governance and use it to set strategy by leveraging governance frameworks, bodies

Organizing for service strategy

• The ability to create an organizational design using the relevant development and departmental methods

Technology considerations

• Understand the relevance and opportunities for service automation and the importance and application of technology interfaces across the lifecycle

Implementing service strategy

• Develop implementation strategies that follow a lifecycle approach (e.g. design, transition, operation and improvement, programmes)

Challenges, critical success factors and risks

• The ability to provide insight and guidance for strategic challenges, risks and critical success factors

For more information about HP training programs in Ukraine visit the web site at http://www8.hp.com/ua/ru/training/index.html

For whom it is intended:

• IT Manager
• Presale/consultant
• System administrator