ITIL Intermediate: Service Strategy

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 as documented in the ITIL Service Strategy publication.

The Service Strategy course focuses on the importance of the strategic aspect of services within the IT service lifecycle. It provides the specific knowledge and techniques to help you demonstrate that you understand the risks and success factors and have the skills to develop and progress strategy within an organization or program.

Provides an essential level of knowledge in the following areas:

• Service Management as a practice
• The ITIL Service Lifestyle
• Generic Concepts and Definitions
• Key Principles and Models
• Selected Processes, Functions, Roles
• Technology and Architecture
• Competence and Training

Chapter 1: Introduction to Service Strategy
• The purpose, goals, and objectives of service strategy
• The scope of service strategy
• Service strategy’s value to the business
• The context of service strategy in life-cycle stages

Chapter 2: 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

Chapter 3: Service Strategy Processes

• Strategy management for IT services
• Service portfolio management
• Financial management for IT services
• Demand management
• Business relationship management
Chapter 4: Governance

• Analyze IT governance
• Use IT governance to set strategy by leveraging governance frameworks, bodies

Chapter 5: Organizing for Service Strategy

• Organizational development
• Organizational departmentalization
• How to create an organizational design using the relevant development and departmental methods
• Roles and responsibilities

Chapter 6: Technology Considerations

• The relevance and opportunities for service automation
• The importance of service automation
• The application of technology interfaces across the life cycle

Chapter 7: Implementing Service Strategy

• Implementation strategies that follow a life-cycle approach (e.g., design, transition, operation, and improvement programs)
• Service strategy implementation through the life cycle
• Service strategy implementation activities
• Impact of service strategy on other life-cycle stages

Chapter 8: Challenges, Critical Success Factors & Risks

• Strategic challenges
• Risks
• Critical success factors