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ITIL Inter - Service Strategy

Course Details

Name ITIL Inter - Service Strategy
DescriptionThe course builds on the general principles covered as part of the ITIL Foundation course. It covers the lifecycle aspects of Service Strategy and covers the management and control of the activities and techniques within the Service Strategy stage of the lifecycle but not the detail of each of the supporting processes (which are covered in detail in the capability courses). Additionally the course looks at the concept of Service Strategy as a practice and at the interfaces between Service Strategy and the other stages of the ITIL Service Lifecycle. The course is assignment based, with a strong emphasis on practical coursework, working as individuals and in teams.   Successful candidates will be awarded 3 credits towards the ITIL Expert qualification.   This course fee includes the exam.
URL
Location:
London - City
Start Date:
Working Days:
Price:
£999.00 +vat
Availability:
Exam:
Residential:
Course ID:
477839

Overview

The course builds on the principles covered as part of the ITIL Foundation course and is aligned to the 2011 syllabus. It focuses on the lifecycle aspects of Service Strategy. The course covers the management and control of the activities and techniques within the Service Strategy stage of the lifecycle but not the detail of each of the supporting processes. Lower level details of the processes from Service Strategy are mostly covered in the Service Offering and Agreements capability course. Additionally the course looks at the concept of Service Strategy as a practice and at the interfaces between Service Strategy and the other stages of the ITIL Service Lifecycle.

Target Audience

This course is primarily for IT Managers and Practitioners involved in the strategy, design, and implementation and on- goingsupport and delivery of business IT services and those interfacing with information systems who require an insight into Service Management best practice. This may include Business Analysts, Business Relationship Managers, Project and Programme staff.

Learning Objectives

  • How to design, develop, and implement service management not only as an organisational capability but also as a strategic asset.
  • Be prepared for the ITIL Service strategy examination

Pre-Requisites

  • Before taking the course it is recommended, though not required, that candidates have exposure to basic concepts in IT and related work experience of at least two years.
  • Delegates are required to hold the ITIL Foundation V3 Certificate in IT Service Management or V2 to V3 bridge equivalent (ITIL V3Foundation Bridge).

Course Content

Introduction to Service strategy:

  • The purpose, goals and objectives of service strategy
  • The scope of service strategy
  • The value to the business
  • The context of service strategy in relation to all other lifecycle stages.

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.

Service strategy processes:

  • The management level concepts for the five service strategy processes and how they flow and integrate with the lifecycle
  • The purpose, scope and objectives of each service strategy process and how they link to value for the business.

Governance:

  • The ability to analyse IT governance and use it to set strategy by leveraging governance frameworks and bodies.

Organising for service strategy:

  • The ability to create an organisational design using the relevant development and departmental methods.

Technology considerations:

  • Understand the relevance and opportunities for service automation and the importance and application of technology interfaces across the lifecycle.

Implementingf service strategy:

  • Develop implementation strategies that follow a lifecycle approach (e.g. design, transition,operation and improvement, programmes).

Challenges, critical sucess factors and risks:

  • The ability to provide insight and guidance for strategic challenges, risks and critical success factors.
  • Accredited ITIL® training is provided by Global Knowledge Network Training Ltd, accredited by PeopleCert. 

London - Old Broad Street

Description:

The centre is set in the heart of the city, approximately a ten minute walk from Bank and Liverpool Street tube stations.

Centre Access

The centre is open between 08:30 and 17:30 on working days. The Reception is situated on the lower ground. All floors are accessible via lift. 

Registration

Most courses begin at 09:30 on the first morning. Please register with the customer services team at Reception on the lower ground floor. To maintain building security and comply with health and safety legislation, delegates will be asked to sign in on a daily basis.

Lunches

A map of local food outlets will be given to delegates. Lunch arrangements for any delegates with disabilities can be organised with the customer service team at Reception.  Refreshments are provided during breaks and consist of a selection of hot drinks and biscuits.

Internet Access

Internet café computers are available in the delegate area. 

Location:

120 Old Broad Street
London
EC2N 1AR

 

Directions:

London Old Broad Street Exterior

By Rail

Liverpool Street Railway Station (10 minutes)

The nearest railway station is Liverpool Street. Take exit 2 for Old Broad Street. Cross over the junction. Keeping Tower 42 on your left hand side, the training building is approximately 50 yards on your right.  Enter the building through revolving doors.  

By Tube

Bank Tube Station (5 minutes)

The nearest station is Bank. Take exit 2 for Threadneedle Street.  At the junction branch left into Old Broad Street, walk past 125 Old Broad Street (Old Stock Exchange). The training building is on the left hand side. Enter the building through revolving doors.


By Rail.

The nearest railway station is Liverpool Street. Take exit 2 for Old Broad Street. Cross over the junction. Keeping Tower 42 on your left hand side, the Azlan Old Broad Street building is approximately 50 yards on your right.

By Tube.

The nearest station is Bank. Take exit 2 for Threadneedle Street. At the junction branch left into Old Broad Street, walk past the Stock Exchange. The building is on the left hand side.
Enter through revolving doors.

It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and relevant books in preparation for the examination.

  • The Service strategy certificate in IT Service Management. The examination is a 90 minute paper with eight (8) multiple choice, scenario-based, gradient-scored questions normally taken at the end of the course. The pass mark is 28/40.
  • Please note you must bring a copy of your ITIL Foundation exam certificate, this is required in order for you to take the exam associated with this course.
  • On  successful completion of the course and passing of the subsequent exam 3 number of credits will be awarded by the examining institute

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