ITIL®-SS: Intermediate LifeCycle: ITIL® Service Strategy

ITIL-SS: Intermediate LifeCycle: ITIL Service Strategy Course Description

Duration: 3.00 days (24 hours)

In this course, you will be immersed in the overall concepts associated with the service strategy phase of the service lifecycle. You will get an introduction to the key principles of service strategy, and you will learn about the service strategy processes. You will discover the importance of governance and related frameworks, and you will examine implementation considerations and approaches, including organizational design, the role of technology, and service automation. Through lecture, exercises, and scenario-based exam questions, you'll learn the core disciplines of ITIL best practices.

The main process focus areas of this course include:
- Strategy management for IT services
- Service portfolio management
- Financial management for IT services
- Demand management
- Business relationship management

What's Included
- Facilitated Training
- Books

Course Preparation
- You will receive a course study book including case studies and sample exam questions
- You should acquire and read the ITIL Service Design core publication, which you should read as part of personal study
- Review your ITIL Foundation course materials

Exam Name
- ITIL Intermediate Qualification: Service Strategy (SS) Certificate Exam

Certification
- ITIL Intermediate Qualification: Service Strategy (SS) Certificate

Exam Information
The ITIL Service Strategy (SS) exam can be taken in any of the following three ways:
- On the last day of the course, in-class exam
- In the comfort of your home and at any time, after the course completion via PeopleCert (online)
- At your convenience, at an eligible testing center

Exam Format
- Multiple choice examination questions
- Number of Questions: 8
- Pass Score: 28/40 or 70%
- Exam Duration: 90 minutes
- Open/Closed Book: Closed Book

Credits
- Upon successfully achieving the ITIL Service Strategy certificate, the participants earn three credits toward their ITIL Expert certification

NetCom is an Accredited Training Affiliate in partnership with ITpreneurs.

ITIL® is a (registered) Trade Mark of AXELOS Limited. All rights reserved. IT Infrastructure Library® is a (registered) Trade Mark of AXELOS Limited. All rights reserved. The Swirl logo™ is a (registered) Trade Mark of AXELOS Limited. The ITIL Accredited Training Organization logo is a Trade Mark of AXELOS Limited

Next Class Dates

Contact us to customize this class with your own dates, times and location. You can also call 1-888-563-8266 or chat live with a Learning Consultant.

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Intended Audience for this ITIL-SS: Intermediate LifeCycle: ITIL Service Strategy Course

  • » 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

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Course Prerequisites for ITIL-SS: Intermediate LifeCycle: ITIL Service Strategy

  • » Recommended: ITIL Foundation
  • » Familiar with the guidance detailed in the ITIL® Service Lifecycle Practices core publications
  • » ITIL® Foundation certification (v3 or newer) required
  • » Two years of relevant work experience

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ITIL-SS: Intermediate LifeCycle: ITIL Service Strategy Course Objectives

  • » 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

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ITIL-SS: Intermediate LifeCycle: ITIL Service Strategy Course Outline

      1. Introduction to Service Strategy
        1. Key Service Management Concepts
        2. Purpose and Objectives of Service Strategy
        3. Scope of Service Strategy
        4. Business Value of Service Strategy
        5. Service Strategy Interfaces across the Service Lifecycle
      2. Service Strategy Principles
        1. Basic Approach to Deciding Strategy
        2. Services
        3. Elements of Value
        4. Utility and Warranty
        5. Customer, Service, and Strategic Assets
        6. Service Providers
        7. Strategies for Customer Satisfaction
        8. Service Economics
        9. Sourcing Strategies and Governance
      3. Strategy Management for IT Services Process
        1. Purpose, Objectives, and Scope of Strategy Management for IT Services
        2. Business Value of Strategy Management for IT Services
        3. Policies, Principles, and Basic Concepts of Strategy Management for IT Services
        4. Process Activities, Methods, and Techniques
        5. Triggers, Inputs, and Outputs of Strategy Management for IT Services
        6. Critical Success Factors (CSFs) and Key Performance Indicators (KPIs)
        7. Challenges and Risks
      4. Service Portfolio Management Process
        1. Purpose, Objectives, and Scope of Service Portfolio Management
        2. Business Value of Service Portfolio Management
        3. Policies, Principles, and Basic Concepts of Service Portfolio Management
        4. Process Activities, Methods, and Techniques
        5. Triggers, Inputs, and Outputs of Service Portfolio Management
        6. CSFs and KPIs
        7. Challenges and Risks
      5. Financial Management for IT Services Process
        1. Purpose, Objectives, and Scope of Financial Management for IT Services
        2. Business Value of Financial Management for IT services
        3. Policies, Principles, and Basic Concepts of Financial Management for IT Services
        4. Process Activities, Methods, and Techniques
        5. Triggers, Inputs, and Outputs of Financial Management for IT Services
        6. CSFs and KPIs
        7. Challenges and Risks
      6. Demand Management Process
        1. Purpose, Objectives, and Scope of Demand Management
        2. Business Value of Demand Management
        3. Policies, Principles, and Basic Concepts of Demand Management
        4. Process Activities, Methods, and Techniques
        5. Triggers, Inputs, and Outputs of Demand Management
        6. CSFs and KPIs
        7. Challenges and Risks
      7. Business Relationship Management Process
        1. Purpose, Objectives, and Scope of Business Relationship Management
        2. Business Value of Business Relationship Management
        3. Policies, Principles, and Basic Concepts of Business Relationship Management
        4. Process Activities, Methods, and Techniques
        5. Triggers, Inputs, and Outputs of Business Relationship Management
        6. CSFs and KPIs
        7. Challenges and Risks
      8. Governance
        1. Strategy for Governance
        2. Governance Frameworks and Bodies
        3. How Service Strategy Relates to Governance
      9. Organizing for Service Strategy
        1. Service Strategy Roles
        2. Organizational Development
        3. Organizational Departmentalization
        4. Organizational Design
      10. Technology Considerations
        1. Service Automation, Instrumentation, and Analytics
        2. Service Interfaces and Self-Service Channels
      11. Implementing Service Strategy
        1. Implementation through the Service Lifecycle
        2. Following a Lifecycle Approach
        3. Impact of Service Strategy on the Other Service Lifecycle Stages

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This training prepares students for the following exam(s):

  • » ITIL Intd SS Exam PU Voucher : ITIL Intermediate SS exam taken at home, with online proctor
  • » ITIL Intd SS Exam Onsite Voucher : ITIL Intermediate SS exam proctored by NetCom for private sessions only
  • » ITIL Intd SS Exam VUE Voucher : ITIL Intermediate SS exam taken at a local VUE test center

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Next Steps after taking this ITIL-SS: Intermediate LifeCycle: ITIL Service Strategy Course:

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Do you have the right background for ITIL-SS: Intermediate LifeCycle: ITIL Service Strategy?

Skills Assessment

We ensure your success by asking all students to take a FREE Skill Assessment test. These short, instructor-written tests are an objective measure of your current skills that help us determine whether or not you will be able to meet your goals by attending this course at your current skill level. If we determine that you need additional preparation or training in order to gain the most value from this course, we will recommend cost-effective solutions that you can use to get ready for the course.

Our required skill-assessments ensure that:

  1. All students in the class are at a comparable skill level, so the class can run smoothly without beginners slowing down the class for everyone else.
  2. NetCom students enjoy one of the industry's highest success rates, and pass rates when a certification exam is involved.
  3. We stay committed to providing you real value. Again, your success is paramount; we will register you only if you have the skills to succeed.
This assessment is for your benefit and best taken without any preparation or reference materials, so your skills can be objectively measured.

Take your FREE Skill Assessment test »

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Award winning, world-class Instructors

Donna H.
- High-skilled trainer and speaker. Delivered presentations in Dubai, Tokyo, London, New York, and China.
- ITIL V3 Expert, teaching ITIL courses since 2005. More than 99% of her students have passed their ITIL Certification exams.
- Process Improvement Expert with more than 15 years of experience in the Support Center industry as a practitioner, consultant and certified trainer.

Bio:

Donna is an expert in project management and Process Improvement. Her amazing presentation skills have taken her around the world, giving arrangements in Dubai, Tokyo, London, New York and China to name a few. "The Donna", as she is known in the industry, has more than 15 years of experience in the Support Center industry as a practitioner, consultant and certified trainer.

Donna holds ITIL V3 Expert Certification and offers training and consulting services through NetCom Learning on Process Improvement framework as well as the ITIL practitioner level suite of Lifecycle and Capability Stream certification courses. She began presenting ITIL classes in 2005, and 99% of her students have passed their ITIL Certification exams. Along with ITIL courses, she promotes best practices in the support center industry, focusing on customer service skills training, individual and support center certification, training and consulting, and process infrastructure improvement.
Michael G.
- Over 22 years of professional experience in the IT field, including more than a decade as a Certified Trainer.
- An expert in Cisco's Routing, Switching, Security, Voice and Wireless areas, as well as select Microsoft, Novell, CompTIA, Sun and CWNP courses.
- High-skilled and acclaimed instructor. Has trained over 900 students at Netcom Learning.

Bio:

Michael has over 22 years of professional experience in the IT field, including more than a decade as a Certified Trainer. An expert in Cisco's Routing, Switching, Security, Voice and Wireless areas, Michael also teaches select Microsoft, Novell, CompTIA, Sun and CWNP courses.

Michael's dedication and passion for teaching is unmatched. He has trained over 900 students at Netcom Learning since 2006 and his evaluation scores average 8.7 out of 9.

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Recent Client Testimonials & Reviews

The instructor was very helpful in prep for the exam and breaking down questions.

- Jerry B.

Course(s) Taken

» ITIL-SD: Intermediate LifeCycle: ITIL Service Design with Certification Exam

I found the class to be very informative and exam orientated. The instructor offered many help tips.

-Elwin F.
Course(s) Taken

» ITIL-SOA: Intermediate Capability: ITIL Service Offerings and Agreements with Certification Exam

  More testimonials »  

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