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Study for an ITIL Service Strategy (SS) qualification today with an accredited online training course from Good e-Learning!

The objectives of this ITIL Intermediate Service Strategy course are to fully understand the customer business objectives and priorities and the role that IT services play in enabling these objectives to be met.

The course is designed to help you to prepare to take and pass the exam leading to the ITIL Intermediate Certificate in Service Strategy. Success in the exam will also earn you 3 credits towards the 22 credits needed to gain the ITIL Expert qualification.

This course is accredited by PeopleCert, who are licensed by AXELOS as an Examination Institute for an ITIL Service Strategy qualification in IT Service Management.

Why you should take this course:

ITIL Service Strategy (SS) is an intermediate level qualification and is one of five ITIL Service Lifecycle modules covering management and the control of activities and techniques documented in the ITIL Service Strategy publication.

The course is intended to provide the holders of the ITIL® Foundation certificate in IT Service Management with a practical level of proficiency in the management of the Service Strategy stage of the Service Lifecycle and to test and validate this knowledge in the associated exam and certification.

Students who complete this course will have learnt:

• How to demonstrate an understanding of the risks and success factors to develop and progress strategy within an organization or programme

• A complete overview of service value definition, business-case development, service assets, market analysis, and service provider types

• A full understand customer business objectives, priorities, and the role that IT services play

Key features of this course:

• Accredited by PeopleCert

• Credits awarded: 3

• 22 hours of course material

• 1x FREE exam voucher on request

• Instant 6 months access

• Quizzes and revision modules

• Increase your earning potential by up to 20%

• Average first time pass rate of 91%

Course Syllabus - Download the Datasheet

• Module 1: An Introduction to Service Strategy

  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

• Module 2: Service Strategy Principles

  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

• Module 3: Service Strategy Processes

  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

• Module 4: Governance

  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

• Module 5: Organizing for Service Strategy

  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

• Module 6: Technology Considerations

  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

• Module 7: Implementing Service Strategy

  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

• Module 8: Challenges, Critical Success Factors and Risks

  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)

• Module 9: Exam Preparation

  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.

Exams / Assessments

In order to achieve this ITIL Intermediate qualification, you must pass the ITIL® Service Strategy Certificate in IT Service Management exam.

You can take the exam online (virtually) using a service provided by PeopleCert.

The examination will consist of a complex multiple choice, scenario-based closed book paper of 8 questions, to be answered within 90 minutes. To pass the exam you must get 28 out of 40 questions correct, or 70% and If successful, delegates will gain 3 credits towards ITIL Expert level. Candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary.

You will be tested on:

• Introduction to service strategy

• Service strategy principles

• Service strategy processes

• Governance

• Organizing for service strategy

• Technology considerations

• Implementing service strategy

• Challenges, critical success factors and risks

Before you book you can test that your computer configuration will meet the requirements for a PeopleCert exam, using this online test.

This test focuses on the suitability of your webcam, microphone and internet connection. Please Visit the PeopleCert website for a complete list of information and guidance.

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