ITIL® Online Service Strategy

It is necessary that delegates who want to take this course must have ITIL® Foundation Certificate.

The ITIL® Online Service Strategy exam certifies knowledge of the Service Strategy stage of the lifecycle, including principles, processes, organisation, and governance. To be eligible for the exam, the delegate will have to complete 24 hours of training in 90 days access.

Exam Details:

• Multiple choice
• 8 questions
• 90 minutes duration
• Pass mark is 70%, 28/40
• Closed book exam

• To understand the expected duties of a service provider from the customer's perspective
• To guarantee customer satisfaction of organisational services, resulting in repeated business
• To maintain a cohesive and constructive relationship between the service provider and customer
• Continuously monitor the technology trends that can potentially impact the type, level, or utilisation of the services provided by the organisation
• The organisation's services must meet the needs of the customer

Introduction to Service Strategy

• Service Strategy - Overview
• Key Concepts for Service Management
• Scope and Objectives
• Business Value
• Interfaces across the ITIL® Service Lifecycle

Introduction to Service Strategy Principles

• Key Approach for Deciding Strategy
• Introduction to Services
• Components of Value
• Utility and Warranty
• Customer, Service, and Strategic Assets
• Service Providers
• Strategies for Customer Satisfaction
• Service Economics
• Sourcing Strategies and Governance

Strategy Management for IT Services Process

• Define Strategy Management
• Scope and objective of Strategy Management for IT Services
• Business Value of Strategy Management
• Basic Concepts and terminologies of Strategy Management for IT Services
• Methods and Techniques
• Inputs, and Outputs of Strategy Management for IT Services
• Critical Success Factors and Key Performance Indicators
• Risks and Challenges

Service Portfolio Management Process

• Define Portfolio Management
• Scope and Objectives of Service Portfolio Management
• Business Value of Service Portfolio Management
• Key Concepts and terminology of Service Portfolio Management
• Methods, and Techniques
• Inputs, and Outputs of Service Portfolio Management
• Critical Success Factors and Key Performance Indicators
• Risks and Challenges

Financial Management for IT Services Process

• Define Financial Management
• Scope and Objectives of Financial Management for IT Services
• Business Value of Financial Management for IT services
• Key Concepts and terminology of Financial Management for IT Services
• Methods, and Techniques
• Inputs, and Outputs of Financial Management for IT Services
• Critical Success Factors and Key Performance Indicators
• Risks and Challenges

Demand Management Process

• Define Demand Management
• Scope and Objectives of Demand Management
• Business Value of Demand Management
• Key Concepts and terminology of Demand Management
• Methods, and Techniques
• Inputs, and Outputs of Demand Management
• Critical Success Factors and Key Performance Indicators
• Risks and Challenges

Business Relationship Management Process

• Define Business Relationship
• Scope and Objectives of Business Relationship Management
• Business Value of Business Relationship Management
• Basic Concepts and terminologies of Business Relationship Management
• Methods, and Techniques
• Inputs, and Outputs of Business Relationship Management
• Critical Success Factors (CSFs) and Key Performance Indicators (KPIs)
• Risks and Challenges

Introduction to Governance

• Define Governance
• Governance Strategy
• Governance Frameworks and Bodies
• Relationship between Service Strategy and Governance

Organising for Service Strategy

• Define Service Strategy
• Rules for Service Strategy
• Organizational Development
• Organizational Departmentalization
• Organizational Design

Technology Considerations

• What do you mean by technology considerations?
• Service Automation, Instrumentation, and Analytics
• Service Interfaces and Self-Service Channels

Implementing Service Strategy

• Need of implementing service strategy
• Implementation through the ITIL® Service Lifecycle
• Follow a Lifecycle Approach
• Impact of Service Strategy on the other stages of Service Lifecycle