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Course Overview - Watch the Trailer

The objective of this ITIL SS course is to help students to fully understand the role that IT services play in pursuing business and customer-related objectives.

This course offers everything you need to prepare for, take and pass the ITIL Service Strategy exam, including a FREE exam voucher. Successfully passing the examination will also earn you 3 credits towards the 22 required to gain the ITIL Expert qualification.

This course is accredited by PeopleCert and licensed by AXELOS as an official examination institute for an ITIL Service Strategy qualification in IT Service Management.

Course Syllabus - Download the Brochure

• Module 1: An Introduction to Service Strategy

  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

• Module 2: Service Strategy Principles

  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

• Module 3: Service Strategy Processes

  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

• Module 4: Governance

  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

• Module 5: Organizing for Service Strategy

  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

• Module 6: Technology Considerations

  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

• Module 7: Implementing Service Strategy

  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

• Module 8: Challenges, Critical Success Factors and Risks

  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)

• Module 9: Exam Preparation

  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.

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.

It is a complex multiple-choice exam with eight scenario-based questions. The exam is closed book and students will have 90 minutes to complete the questions (candidates sitting the examination in a language other than their first language will have a maximum of 120 minutes and will be allowed to use a dictionary). Successfully passing the exam will earn delegates 3 credits towards ITIL Expert level.

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 your exam with PeopleCert, you are advised to test your computer configuration using this online test. The test will assess the suitability of your computer configuration, including your webcam, microphone and internet connection.

Please visit the PeopleCert website for a complete list of information and guidance.

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