Course Overview

The Service Strategy (SS) helps us design, develop and execute a service provider strategy that aligns with the organizational strategy. The module highlights the significance of the strategic aspects of service with the IT lifecycle. The SS offers specific techniques and knowledge to help you understand the risks and success factors followed by skills to develop and progress strategy within a company.


Adopting SS practices will help companies ensure that their IT teams are aligned with the venture as a whole, enabling better communication for seamless product and service development.


Proctorlearn offers 3-days intensive training in Bangalore on the ITIL Intermediate SS course, led by high experience and certified trainers. Our course content includes 2 simulated ITIL Intermediate SS mock tests with 80 sample questions.

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Eligibility

• At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
• A basic IT literacy and around 2 years IT experience are highly desirable
• Hold the ITIL® Foundation Certificate in IT Service Management
• ITIL® Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes)

ITIL Credit System

• Under the ITIL Credit System, you must earn a number of credits from each ITIL qualification to progress to the next level within the ITIL scheme.
• The SS module is worth three credits towards the minimum of 17 required to progress to the Managing Across the Lifecycle module, which is the final step before the ITIL Expert Level.

·Introduction to Service Strategy:
The purpose and objectives of service strategy
The scope of service strategy and ways that service strategy adds value to the business
The context of service strategy in relation to all other lifecycle stages

Service strategy principles:
Basic approach to deciding a strategy
Strategy and opposing dynamics
Outperforming competitors
The four P’s of Service Strategy
Services
Value
Utility and Warranty
Assets – Customer, service and strategic Defining Services
Strategies for Customer Satisfaction
Service economics
Sourcing strategy
Strategy inputs and outputs

Service Strategy Processes:
A management perspective of the purpose and value of the service strategy processes, how they integrate within service strategy and how they interface with other lifecycle phases
Governance

Setting the strategy for governance
Evaluate, direct and monitor
Governance framework
What is IT Governance
Governance Bodies
How Service Strategy relates to Governance

Organizing for Service Strategy:
Organizational development
Organizational departmentalization
Organizational Design
The roles of service owner and BR Manager

Technology Considerations:
Service automation
Service interfaces

Implementing and improving service strategy:
Implementation through the lifecycle
Following a lifecycle approach
Impact of Service Strategy on other lifecycle stages

Challenges, critical success factors and risks:
Be able to provide insight and guidance for service Strategy challenges, risks and critical success factors

Q1. How many credits will I be eligible for?
You will obtain 3 credits towards ITIL Expert certification and 21 PDUs for PMI recertification.

Q2. What are the payment modes?
Visa Debit/ Credit Card, MasterCard, Amex.

Q3. What languages are the examination available in?
The Foundation examinations are in English, Chinese, Spanish, Russian, French, Japanese, Portuguese and German.
The Practitioner examinations are only in English.
The Service Manager examinations are in Russian, English and German.

Q4. What happens if I fail an exam?
In the unfortunate case you fail an examination, you can take part in another examination session, which is subject to a resit fee. There is no limit to the no. of times you can appear for the examination.
Exam pass rates are much higher for delegates who have sat an accredited training course. You should consider potential resit costs when choosing the most appropriate training route.

Q5. What is Prometric and what is its role?
Thomson Prometric is a global provider of online-based examinations. The ITIL Foundation test is available in the Prometric Authorized Testing Centers.

Q6. How long do I have to wait for the results of my multiple-choice examinations?
For each multiple-choice exam, every candidate receives the result paper and certificate within four weeks of the examination session.