ITIL® Service Strategy (SS) eLearning - $699 (with exam voucher)

Learning Objectives

This Module addresses the core concepts of service strategy in terms of its purpose, objectives, scope and its relationship to the other ITIL Lifecycle Stages.

The candidate must be able to understand and describe:

 The purpose of service strategy
 The objectives of service strategy
 Service strategy’s value to the business

Understand and describe the context of service strategy in relation to the 4 stages of the service lifecycle:

 Service Design
 Service Transition
 Service Operation
 Continual Service Improvement

Learning Objectives

This module unit covers the elements of service strategy that are necessary to understand, use and apply the processes within service strategy to create business value.

It will enable the use of the knowledge, interpretation and analysis of service strategy principles, techniques and relationships, and the application for creation of effective service strategies.

The candidate must be able to understand, describe and apply the following topics:

 Service Strategy Basics
 Services and Value
 Assets and Service Providers
 Defining Services
 Service Economics
 Sourcing Strategies

Learning Objectives

The module covers the managerial and supervisory aspects of service strategy processes. It excludes the day-to-day operation of each process. More detailed process operation guidance is covered in the service capability courses.

Each process is considered from the management perspective. That means at the end of this module you should understand those aspects that would be required to understand each process and its interfaces, oversee its implementation and judge its effectiveness and efficiency.

The candidate must be able to understand, describe and apply the following topics:

 Strategy Management
 Service Portfolio Management
 Financial Management
 Demand Management
 Business Relationship Management

Learning Objectives

In this module you will learn how governance can be analysed and used to set strategy with the use of governance frameworks and bodies.

This unit will enable the analysis of IT governance and to use it to set strategy by leveraging governance frameworks and bodies.

This module covers:

 What is Governance?
 Strategy, Policy and Plan
 Setting the strategies, policies and plans
 Governance Framework
 What is IT Governance?
 Governance Bodies
 IT Steering Group
 Strategy to Governance

Learning Objectives

This module looks at the organizational considerations relating to service strategy, including organizational development, departmentalization and design.

This unit enables the understanding of the concepts of organizational considerations as it relates to service strategy.

This module covers:

 Centralized, Federated, or Decentralized?
 Deciding on a Structure
 Speed of Change
 Organization Departmentalization
 Organizational Design
 Organizational Design Steps

Learning Objectives

This module looks at the technological considerations involved with service strategy. These include service automation, analytics and different technology interfaces.

This unit enables the understanding of the relevance and opportunities service automation in the service strategy lifecycle stage.

This module covers:

 Service Automation Benefits
 Areas for Possible Service Automation
 Automation reduces variation
 Preparing for Automation
 Service Analytics and Instrumentation
 Service Analytics
 Characteristics of good Service Interfaces
 The Critical Role of Service Interfaces
 Types of Service Technology Encounters
 Self-Service Channels

Learning Objectives

In this module you will learn how to develop implementation strategies that follow a lifecycle approach.

The module covers:

 Implementation Through the Lifecycle
 Following a Lifecycle Approach
 The Impact of Service Strategy on other lifecycle Stages

Learning Objectives

The primary goal of this module is for you to get to grips with the challenges, risks and Critical Success factors involved with service strategy.

The module covers:

 Challenges
 Risks
 Critical Success Factors (CSFs)

Learning Objectives

This section has been designed to support your preparations for the service strategy exam, and includes 2 mock exams, as well as detailed analysis of the exam format and how to complete the exam.