ITIL® Intermediate: Service Strategy, Exam included

Introduction

This 3 days course let participants deepen and/or formalise their understanding of the first step in service lifecycle. It covers topics from governance (vision, mission, policies, principles) to the 5 Strategy processes implementation. The strategical framework is critical for an efficient delivery of quality services and for customers' and users' satisfaction.
This course is designed to balance theory, practical exercices; and review of current ITIL® implementation.
At the end of this training, candidates will get enough knowledge and understanding to take the ITIL® Intermediate Qualification : Service Strategy examination.

Audience

This course is intended for people who need to:
  • Pass the ITIL® Intermediate Qualification: Service Strategy examination,
  • Formalise their experience and analyse their current ITIL® implementation

This includes, amongst others:
  • IT directors and managers, technology managers,
  • Other managers, supervisors, team managers,
  • Designers, architects, planners,
  • IT consultants, IT auditors and
  • IT security managers and officers.

Prerequisites

Candidates have to show their ITIL® v3 Foundation ou Foundation Bridge certificate to the trainer before the third day of course. It is strongly recommended to read the officiel ITIL® Service Strategy publication before the course.

At course completion

After completing this course, participants will be able to:

  • Have a deeper understanding of ITIL® Service Strategy philosophy, processes and activities
  • Develop an heuristic approach to implement ITIL® Service Strategy
  • Pass the ITIL® Intermediate Qualification: Service Strategy examination

Exams

This course prepare to pass the ITIL® Intermediate : Service Strategy exam.
This exam is made of 8 gradient multiple choice questions, lasts 90 minutes with a passing score of 70%.
Each question is scenario based, each question having its own scenario. Each proposed option get a different number of marks (5, 3, 1, 0) depending on how much it fits with the scenario.
If you are a PMP® credential holder, this course gives you 21 PDUs.

Course outline

Module 1: Introduction to the Service Strategy
Module 2: Service Strategy principles
Module 3: The 5 Service Strategy processes
Module 4: Governance
Module 5: Service Strategy organisation
Module 6: Technological considerations
Module 7: Service Strategy implementation
Module 8: Challenges, success factors and risks
Module 9: Review and exam preparation

ITIL® is a registered trade mark of AXELOS Limited

Documentation

Printed slides to review and take notes
Official publication (ITIL® Strategy)

Cursus de certification

Following the ITIL® Foundation certificate, this certificate is a complement (3 crédits) to gain 17 crédits required to pass the Manage through the Across the service LifeCycle (MALC) and receive the ITIL® Expert credential. Missing credits will be acquired through other intermediate certificates (see below for a list of possible course to gain credits

Lab

These exercices listed here are indicative and may be completed with complementary labs depending on participants' objectives and available time.
 
Module 1 :

  • Why implementing a srevice management?
  • Identify inputs from / outputs to other service lifecycle stages

Module 2:

  • Develop the two first Ps of Strategy (Perspective and Position)

Module 3 :

  • Match activities with their respective categories
  • Justify Demand management implementation
  • Compare customers' and users' needs
  • Create a satisfaction survey

Module 4 :

  • Identify service's owner responsibilities

Formations complémentaires

Training: ITIL® Foundation
Training: ITIL® Intermediate Design
Training: ITIL® Intermediate Transition
Training: ITIL® Intermediate Operation
Training: ITIL® Intermediate Continual Service Improvement (CSI)
Training: ITIL® Intermediate Practitioner