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ITIL® V3 Service Lifecycle - Service Strategy
Duration: 3 Days
The Knowledge Academy Materials and trainers
The Knowledge Academy ITIL® course materials and trainers are accredited by APM Group Ltd. ensuring that delegates receive a consistently high standard of training. The Knowledge Academy course materials are regularly assessed and maintained in line with stringent standards administered by APM Group Ltd. The Knowledge Academy trainers are regularly assessed by The Knowledge Academy and AMP Group Ltd. to ensure that their knowledge of Service Desk Management and ITIL® are strong enough to deliver training that helps delegates extract maximum benefit from attending our courses.
Pre Reading Material
It is a prerequisite that delegates hold the ITIL® Foundation Certificate in IT Service Management or the version 2 to version 3 bridge equivalent.
Please note that delegates are advised to purchase and read the following publication in advance of the course
ISBN 9780113310708
It is also strongly recommended that candidates:
• Can demonstrate familiarity with IT terminology and understand the context of Service Strategy management in their own business environment
• Have exposure working in a Service Management capacity within a service provider environment, with responsibility emphasizing at least one of the following Service Deployment Management and Evaluation Management
• Complete the pre-course work which includes reading the Key Element Guide Service Transition and Key Element Guide Service Operation. If possible, reading the ITIL Service Lifecycle core publications—in particular, the Service Transition and Service Strategy books—in advance of attending the training will help with overall understanding of the course.
It is recommended that Intermediate courses require approximately 1 hour of home study each evening.
APMG Intermediate examination
The course forms part of the ITIL® Intermediate qualification programme. Successful candidates will be awarded 4 credits towards the ITIL® Expert qualification.
The examination will consist of a complex multiple choice, closed book paper of 8 questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed 120 minutes to allow use of a dictionary.) The pass mark is 70% or more.
Course Content
Candidates can expect to gain knowledge and understanding in the following:
Service Strategy Principles
• Understand the strategy of differentiating value-creation (attributes, perceptions and preferences)
in the customer’s mind
• Recognize what are assets and how to use them to create value
• Be able to define the three types of service providers and how/where they are used
• Comprehend value chain models and the vertical integration strategy they provide
• Grasp the fundamental aspects of service strategy and be able to define them
Defining Services and Market Spaces
• Be able to create services/strategies related to a customer’s needs
• How to utilize assets (service and customer) to influence value creation
• How to use service archetypes to design a strategy based on asset-based and utility based
positioning
• What strategies can be used to define market spaces by focusing services to support business
outcomes
Conducting Strategic Assessments
• How to mutually reinforce capabilities and resources so that service management will be treated as
a strategic assets
• Ability to conduct a strategic assessment related to investment and financial business constraints
• Performing an analysis of a customer’s needs, market spaces and alignment with business
strategy to develop expansion and growth forecasts
Financial Management
• Be able to enhance and add value to a shared imperatives framework for business and IT
• Create, implement and measure service and financial demand modelling so that funding variations
related to changes in demand can be quantified
• Provide analysis and guidance to determine how to select the appropriate IT funding models
Service Portfolio Management
• Have the ability to identify the strategic need as well as build a case for a Service Portfolio
• Design and implement a Service Portfolio management environment that includes all the methods:
define, analyze, approve and charter.
Managing Demand
• Build a case for implementing demand management related to customer and/or market space
requirements
• Ability to develop a capabilities based demand management strategy for a company
• Be able to integrate and relate all aspects of a Service Catalogue and Service Pipeline to demand
and capacity
• Be able to design and implement service packages as well as to determine when/where/how
service packages should be introduced and used
Driving Strategy through the Service Lifecycle
• Develop strategies that utilize all the elements of the lifecycle (e.g. Service Catalogue, Service
Pipeline, Contract portfolio, financial budgets, delivery schedules and improvement programs)
• Be able to construct and know where/when to utilize the different types of Service Models as well
as where the different design “drivers” (e.g. outcomes, constraints, pricing) affect the strategy
• How to utilize Service Transition for decision analysis to evaluate options, paths, risk and costs
related to proposed strategies
• How to utilize Service Operations and Service catalogue in regards to deployment patterns
Critical Success Factors and Risks
• Be able to provide insight and guidance in the design of IT organizations through the use of five
organizational structures as well as Critical Success factor
• Be able to determine the need for and selection of automated tools to support the any strategic
objectives you have put forth
• Utilize strategy to achieve operational effectiveness and to overcome organizational complexity
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