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 Certificate 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 strategy as documented in the ITIL Service Strategy publication.
Introduction to service strategy
Full understanding of service strategy terms and core concepts.
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 knowledge, interpretation and analysis of service strategy principles, techniques and relationships and their application for creation of effective service strategies.
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 knowledge, interpretation and analysis of service strategy principles, techniques and relationships and their application for creation of effective service strategies.
The management level concepts for the five service strategy processes and how they flow and integrate with the lifecycle
The purpose, scope and objectives of each service strategy process and how they link to value for the business.
Governance
The knowledge, interpretation and analysis of service strategy principles, techniques and relationships and their application for creation of effective service strategies.
The ability to analyse IT governance and use it to set strategy by leveraging governance frameworks, bodies.
Organizing for service strategy
The knowledge, interpretation and analysis of service strategy principles, techniques and relationships and their application for creation of effective service strategies.
The ability to create an organizational design using the relevant development and departmental methods.
Technology considerations
The knowledge, interpretation and analysis of service strategy principles, techniques and relationships and their application for creation of effective service strategies.
Understand the relevance and opportunities for service automation and the importance and application of technology interfaces across the lifecycle.
Implementing service strategy
The knowledge, interpretation and analysis of service strategy principles, techniques and relationships and their application for creation of effective service strategies.
Develop implementation strategies that follow a lifecycle approach (e.g. design, transition,operation and improvement, programmes).
Challenges, critical success factors and risks
The knowledge, interpretation and analysis of service strategy principles, techniques and relationships and their application for creation of effective service strategies.
The ability to provide insight and guidance for strategic challenges, risks and critical success factors.
• 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
Prerequisite Entry Criteria
Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management which must be presented as documentary evidence to gain admission Candidates who hold the following ITIL qualifications are also eligible, and similar evidence will be required:
• Earlier ITIL (V2) Foundation plus Foundation Bridge
• ITIL Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes).
Eligibility for Examination
To be eligible for the ITIL Intermediate Qualification: Service Strategy examination, candidates must have fulfilled 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
• A basic IT literacy and around 2 years IT experience are highly desirable
• Hold the ITIL Foundation Certificate in IT Service Management
• It is also recommended that candidates should complete at least 21 hours of personal study by reviewing the syllabus and the ITIL Service Strategy publication in preparation for the examination
Format of the Examination
Type: Eight (8) multiple choice, scenario-based, gradient-scored questions.
Each question will have 4 possible answer options, one 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 all candidates in their respective language
Provisions for Additional Time relating to language, Candidates completing an exam in a language that is not their mother tongue have a maximum of 120 minutes to complete the exam and are allowed the use of a dictionary.
Supervised Yes
Open Book No
Pass Score 28/40 or 70%
Overview
The ITIL Intermediate Service Strategy Certificate is a free-standing qualification but is also part of the ITIL Intermediate Services Strategy lifecycle stream, and one of the modules that leads to the ITIL Intermediate Service Strategy Expert Certificate 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 strategy as documented in the ITIL Service Strategy publication.
Course Outline
Introduction to service strategy
Full understanding of service strategy terms and core concepts.
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 knowledge, interpretation and analysis of service strategy principles, techniques and relationships and their application for creation of effective service strategies.
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 knowledge, interpretation and analysis of service strategy principles, techniques and relationships and their application for creation of effective service strategies.
The management level concepts for the five service strategy processes and how they flow and integrate with the lifecycle
The purpose, scope and objectives of each service strategy process and how they link to value for the business.
Governance
The knowledge, interpretation and analysis of service strategy principles, techniques and relationships and their application for creation of effective service strategies.
The ability to analyse IT governance and use it to set strategy by leveraging governance frameworks, bodies.
Organizing for service strategy
The knowledge, interpretation and analysis of service strategy principles, techniques and relationships and their application for creation of effective service strategies.
The ability to create an organizational design using the relevant development and departmental methods.
Technology considerations
The knowledge, interpretation and analysis of service strategy principles, techniques and relationships and their application for creation of effective service strategies.
Understand the relevance and opportunities for service automation and the importance and application of technology interfaces across the lifecycle.
Implementing service strategy
The knowledge, interpretation and analysis of service strategy principles, techniques and relationships and their application for creation of effective service strategies.
Develop implementation strategies that follow a lifecycle approach (e.g. design, transition,operation and improvement, programmes).
Challenges, critical success factors and risks
The knowledge, interpretation and analysis of service strategy principles, techniques and relationships and their application for creation of effective service strategies.
The ability to provide insight and guidance for strategic challenges, risks and critical success factors.
Who Should Attend
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
Get In Touch Privacy Information being a valuable asset and key information needs to be suitably protected like any other important business asset by any organization. In the modern world security of this asset becomes crucial for maintaining credibility. If this asset is compromised then the organization may have to face various risks like brand image erosion, and legal penalties etc. Privacy Information security is the protection of information from a wide range of threats in order to ensure regulatory and compliance requirements and minimize risk.
The comprehensive three-day course should be comprised of case studies, training, role-plays to ensure that the participant thoroughly understands the role of an auditor and acquires the expertise needed to perform effective audits.
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