ITIL 2011 Certification Service Lifecycle -                       Service Strategy

Course Description

This 3 day hands on program leads to a Certificate in ITIL V3 Service Lifecycle Management - Service Strategy. This program is for IT professionals working within, or about to enter, an IT environment requiring a detailed understanding of the processes, functions and activities associated with the Service Strategy domain of the ITIL® Service Lifecycle. Upon successful completion of the education and examination, students can expect to gain competencies in the following IT Service Strategy areas:
• Leading discussions on Service Strategy
• Defining services and market spaces
• Conducting strategic analysis
• Applying Financial Management
• Managing demand
• Driving strategy through the Service Lifecycle
• Understanding Critical success factors and risks

Who Should Attend

The Service Lifecycle series will be of interest to candidates wishing to obtain knowledge of ITIL practices within the Service Lifecycle context. Prime focus is the Lifecycle itself, the use of process and practice elements used within it and the management capabilities needed to deliver quality Service Management practices in an organization.
Job Roles include
• Senior IT Mgmt (CIO/CTO, IT Director, VP IT)
• Senior Program Management and PMO Leadership
• Portfolio Management
• IT Financial Management
• Enterprise Analysts

Course Outline

• Value Creation and the Mind Gap
o Marketing Services
o Communicating Utility and Warranty
o Leveraging Service Assets
o Service Provider Models
o Value Networks
o 4 P’s of Strategy
o Challenges, CSFs, and Risks
• Defining services and market spaces
o Define the Market
o Develop the Offerings
o Service Portfolio Management
• Conducting Strategic Analysis
o Outcome- vs Constraint-driven models
o Integrating Strategy into the Lifecycle
o Managing Demand, Quality, and Warranty
• Strategic Assessments
o Developing Strategic Assets
o Preparing for Execution
• Service Portfolio Management
o Definition
o Analysis
o Approval
o Charter
o Integration with BSM
• Demand Management
o Patterns of Business Activity
o User Profiles
o Demand Modeling
o Service Packages
• Financial Management
o Service Valuation
o Supporting Demand and Portfolio Mgmt
o Provisioning Optimization
o Service Investment Analysis
o Accounting
o Compliance
o ROI
• Organizing and Sourcing
o Organizational Development
o Departments, Design, and Culture
o Sourcing Strategies
o CSFs
o Roles and Responsibilities 

Prerequisites

ITIL Foundation Certificate in IT Service Management along with IT or ITSM operational experience.

Exam

An optional eight question, ninety minute, closed book multiple choice, multi-part, scenario based examination is administered by an independent proctor at the end of the course. Certification is through the Information Systems Examination Board (ISEB). Candidates must have attended an accredited training course (instructor led or online) to sit for the exam. Each student will be awarded three credits towards ITIL Expert® certification upon successful completion of the exam. 

Credits Earned

• 3 ITIL Expert Credits
• 22 PDU Credits