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ITIL Inter - Service Strategy

Course Details

Name ITIL Inter - Service Strategy
Description
URL
Location:
Virtual Classroom
Start Date:
Working Days:
Price:
£989.00 +vat
Availability:
Exam:
Residential:
Course ID:
474875

Overview

Learn to plan, implement, and optimise ITIL Service Strategy processes that align with your organisational strategy in this ITIL Service Lifecycle training course. This three-day course provides you with the foundational knowledge needed to pass the ITIL Intermediate Service Strategy certification exam, and three credits towards your ITIL Expert certification.

 

Bundle Offer   ITIL Expert Bundles from £1,995 - More Details

 

Learning Objectives

You Will Learn How To

  • Prepare for and pass the ITIL Service Strategy (SS) exam
  • Analyse principles, techniques, and relationships to create SS
  • Identify the purpose, scope, and objective of each SS process
  • Assess IT governance to set strategy, and leverage governance frameworks and bodies
  • Determine IT application opportunities

Pre-Requisites

Requirements

  • Must hold the ITIL Foundation Certificate

Recommended Experience

  • Basic IT literacy and around two years of IT experience

Course Content

Course Outline

Introduction to ITIL Intermediate Service Strategy (SS)

Core concepts

  • Purpose and objectives of service strategy 
  • Scope of service strategy and value to business

Service strategy and the overall ITIL lifecycle

  • Strategy concepts and practices
  • The context of service strategy in relation to design, transition, operation and continual service improvement
  • Exploring strategic perspectives, plans and positions

ITIL Service Strategy Principles

Deciding on service strategy

  • Defining services
  • Basic approach to deciding a strategy

Utilising the four Ps of service strategy

  • Perspective
  • Position
  • Plan
  • Pattern

Strategy and opposing dynamics

  • Leveraging the combined use of utility and warranty
  • Defining and creating value
  • Assets: customer, service and strategic
  • Choosing service providers

Meeting business outcomes

  • Outperforming competitors
  • Service economics and sourcing strategies
  • Strategy inputs and outputs within the service lifecycle

Service Strategy Processes

Creating effective service strategies

  • Integrating the five service strategy processes
  • Creating value for the business
  • Strategy execution

Strategy and financial management for IT services

  • Purpose and objectives
  • Describing the process activities

Service portfolio management

  • Identifying process activities, methods and techniques
  • Applying value to business

Demand management

  • Strategies for demand management 
  • Profiling, segmentation and service packaging strategies 
  • Demand and customer outcomes

Business relationship management

  • Distinguishing triggers, inputs, outputs and interferences
  • Critical success factors and key performance indicators
  • Challenges and risks

Analysing IT Governance

What is IT governance?

  • How strategy relates to governance
  • Setting strategy
  • Leveraging governance frameworks and bodies to set strategy

Implementing governance

  • Evaluate, direct, monitor
  • Producing a governance framework
  • Distinguishing governance bodies

Technology Considerations

Organising for service strategy

  • Identifying organisational development
  • Applying organisational departmentalisation
  • Deciding organisational design

Technology and service strategy

  • Automating service
  • Analysing and producing service interfaces

Implementing Service Strategy

  • Developing implementation strategies that follow a lifecycle approach
  • Implementation through the lifecycle
  • Following a lifecycle approach

Critical Success Factors and Risks

  • Providing insight and guidance for strategic challenges, risks and critical success factors
  • Determining the viability of strategic positions and plans
  • Challenges, benefits and risks
  • Types of risks and high-level approaches for mitigating risk
  • Accredited ITIL® training is provided by Learning Tree International FR, accredited by PeopleCert. 

Virtual

Description:

Online AnyWare™ immerses you in a dynamic online training environment where you access and participate in an actual classroom. You interact with both your instructor and your peers—just as if you were together with them in the classroom—as you master the essential knowledge and skills in today's most important IT and management topics.

With AnyWare Online Training, you can...

  • Access your course from any Internet-accessible location
  • Gain scheduling flexibility—choosing from a wide selection of course dates
  • Immerse yourself in an actual classroom experience
  • Benefit from AnyWare's unique real-time interactivity
  • Achieve the same results that you expect from an instructor-led classroom course

Frequently Asked Questions

What are the technological requirements for participating in a live, online course delivered via Online AnyWare?

To participate fully in a virtual AnyWare course, you will need the following:

  • An audio-enabled computer
  • A minimum screen resolution of 1024 x 768
  • An Intel Pentium® 4 computer, or equivalent, with a 2.5 GHz or faster processor; or an Intel Mac
  • A minimum of 1 GB of RAM
  • A reliable high-speed Internet connection, either via cable modem, DSL or corporate LAN (a wired Internet connection is strongly recommended)
  • Internet Explorer 7 or higher; or Mozilla Firefox 2 or higher
  • Support for Java and ActiveX within your browser with the latest version of Java installed
  • Adobe Flash version 8 or higher
  • Access to www.logmein.com
  • Ability to install the LogMeIn ActiveX control, which may require local administrative privileges
  • AnyWare will support a dual-monitor setup, which allows concurrent access to the classroom and the computer used for the hands-on exercises. This setup may enhance your training experience; however, it is not a requirement for full participation in any of our courses.

Do I need to install any special software?

None! All you need is a high-speed, flash-enabled Internet browser—Internet Explorer 7 or higher, Mozilla Firefox 2 or higher, or Safari.

Can I participate in a course via Online AnyWare using any type of operating system?

You can participate in a class on a PC or Mac. However, the hands-on exercise material in Course 2320 and Course 984 is not compatible with the Mac operating system at this time. Please contact our AnyWare support team if you are planning to participate in either of these courses using a Mac operating system.

Do I need my own microphone, earphones and/or headset?

Prior to the course, we will provide a microphone-enabled headset for you to use during the course. The headset is yours to keep after the course.

Is the virtual classroom experience really the same quality when it's delivered over the Internet?

Absolutely! Online AnyWare is designed to provide you with the same experience you would receive in the classroom. You connect to an actual classroom where you participate online in live, instructor-led training that is facilitated either at one of our Education Centres or on site at a client's location. As an online participant, you engage with the instructor and interact with your classmates just as if you were in the actual classroom. And you perform all of the same hands-on exercises, so the knowledge you learn and the skills you gain are no different than if you were taking the course as an in-class participant.

Why is Online AnyWare so much more effective than off-the-shelf, self-paced e-learning programmes?

The most important benefit of live, instructor-led training is the ability to interact with your instructor and fellow classmates. It is through such interaction that real learning takes place. Courses taken via AnyWare offer the same benefits. In fact, over half the time spent in courses is dedicated to interactive activities—where real learning happens! You'll have your specific questions answered on the spot, receive immediate clarification of anything that is confusing, perform hands-on exercises by remotely accessing an in-class PC, and share your experiences in real time with your fellow classmates. Most importantly, you'll receive expert advice on how best to apply what you learn to your own projects.

How is the classroom experience actually delivered?

Adobe Connect is the foundation technology for our AnyWare training delivery solution used to deliver our IT and management courses. You'll acquire new skills in a safe environment—your computer's files and applications are never engaged, so there is no risk of damage. A hard copy of the course materials and a microphone-enabled headset will be shipped to you prior to the course.

Using your Internet browser, you remotely access a dedicated in-class PC so that you can participate in hands-on exercises and develop new skills just as if you were in the actual classroom where your instructor is coaching in real time.

How do I connect to the classroom?

One week prior to the class start date, you will receive a "Getting Ready" e-mail with a URL and your login credentials. We'll ask you to complete a three-step validation process prior to the class start date to test your system, two-way audio connection, and Internet connection to the classroom and to your dedicated, in-class PC on which you'll be performing your hands-on exercises.

A few days before your class starts, you'll also receive a call from one of our customer service representatives who will answer any questions you may have. When it's time for the course to begin, just log in—from anywhere—and join your classmates, live in the classroom. During your course, our AnyWare support technicians are available to assist you as needed. It's that easy!

What are the course hours?

Start and end times vary for each individual course. Please confirm the start and end times during registration, as your course may be delivered from a different time zone than your own. On the first day of class, plan to log in to your classroom 30 minutes prior to the start of the class.

  • Before your event, you will be sent a Pre-Course Study Guide and the Key Element Guide ITIL Service Strategy, which you should read as part of the 21 hours of personal study
  • You should acquire and read the ITIL Service Strategy core publication, focusing on Chapter 2, and review your ITIL Foundation course materials
  • To prepare you for the exam, homework and study assignments will be provided each night of the course

Exam Information

  • The ITIL Service Strategy exam can be taken on the last day of the course (in-class), or any time after the course is completed via an online proctored exam with PeopleCert.
  • Achieving the ITIL Intermediate Qualification: Service Strategy certificate provides three credits toward your ITIL Expert certification

This course is approved by PMI® for 19 professional development units (PDUs).

Business & Strategic : 19 PDUs

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