ITIL® Service Strategy (SS)fifalde.com/Trg_Flyers/2017/Fifalde-ITIL SS Course...ITIL® SERVICE...
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ITIL® Service Strategy (SS) Course Syllabus (v1.1) Fifalde Consulting Inc. +1-613-699-3005 ITIL® is a registered trade mark of AXELOS Limited. © 2017 Fifalde Consulting Inc.
Transcript of ITIL® Service Strategy (SS)fifalde.com/Trg_Flyers/2017/Fifalde-ITIL SS Course...ITIL® SERVICE...
ITIL®ServiceStrategy(SS)CourseSyllabus(v1.1)
FifaldeConsultingInc.+1-613-699-3005
ITIL®isaregisteredtrademarkofAXELOSLimited.©2017FifaldeConsultingInc.
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1. CourseDescriptionTheServiceStrategy(SS)coursebuildsonthegeneralprinciplescoveredaspartoftheITILFoundationcourse.ItisintendedforthosewhoworkinServiceStrategyenvironmentandwhorequireadeeperunderstandingoftheunderlyingconcepts,theprocessesinvolvedandthemanagementactivities.ThefocusisonandhowtheconceptsmayallbeusedtoenhanceoverallservicequalityandserviceprovisionduringtheServiceStrategyphaseoftheITILServiceLifecycleasanintegralpartoftheoverallbusiness-focusedServiceManagementframework.
2. CourseDurationThisisanintensivethree-daycoursethatincludestheofficialAPMGcertificationexam.
3. WhatYouWillLearnThemainfocusofthiscourseisonthemanagerialandcontrolaspectsoftheoperationalenvironment.Thiscoursehasanumberofstudyunitswithpracticalapplicationtoreinforcetheknowledgegained.Theseinclude:
• TheServiceLifecycleandServiceManagementasapractice:UnderstandtheServiceLifecycleandtheobjectivesandbusinessvalueforeachphaseinthelifecycle;understandandarticulate“service”andbeabletoexplaintheconceptofServiceManagementasapractice.
• ServiceStrategyPrinciples:UnderstandthecommonprinciplesandguidelinesthatinfluencetheperformanceofSSprocessesandfunctions,includingthelogicofvaluecreation;capabilitiesandresourcesasserviceassets;serviceprovidertypesandchoices;servicemodelsbasedontheconceptofvaluenetworks;andstrategicperspectives,plans,positionsandpatterns.
• ServiceStrategyGeneration:Understandhowtodefinethemarket;developtheofferings;developstrategicassetsandplanforexecution.
• ServiceStrategyProcesses:Understandthepurpose,goals,objectivesandmanagement/controlactivitiesoftheSSprocesses,including:- DemandManagement- ServicePortfolioManagement- BusinessRelationshipManagement- FinancialManagementforITServices
Note:In-depthdiscussionsaroundthedailyoperationalactivitiesofeachprocess/functionarepartoftheServiceOfferingsandAgreements(SOA)course.
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• StrategythroughtheLifecycleUnderstandhowServiceStrategyisdriventhroughandinformedbyotherelementsoftheServiceLifecycle;thepoliciesandconstraintsforServiceDesignthatwillencodestrategicobjectivesandcustomerneeds;therequirementsforServiceTransitiontoactonbehalfofServiceStrategyinreducingcostsandrisksasservicesprogressthroughtheLifecycle;thetacticalplansfortheServiceCatalogtobeeffectivelyhostedbyServiceOperationphase,withadjustmentsbycustomersandcontracts;andtheopportunitiesforimprovementacrosstheServicePortfolioandServiceLifecycle.
• RiskandSuccessFactorsUnderstandthecommonrisksandsuccessfactorsassociatedwithimplementingaServiceStrategy.
4. Prerequisites• TheITILFoundationCertificationinITServiceManagementortheITILv2tov3Foundation
Bridgeequivalent.• TwotofouryearsofprofessionalexperiencewithinServiceManagementaswellasdefinedexperience
inatleastoneoftheSSorSDprocessesishighlydesirable.
5. StudentResponsibilitiesTheSScourseandexamareverychallenginganditisthereforerecommendedthatstudentscompleteatleast21hoursofpersonalstudybyreviewingtheServiceOperationpublicationpriortothecoursestartandallowforaminimumof90minutesofstudypereveningduringthecourse.
Note:ThisITILbookisnotincludedwiththecourse.
6. ProfessionalQualificationThiscourseformspartoftheITILIntermediatequalificationprogram.
Successfullypassingthe90minutein-classexam,consistingof8complex,multi-part,multiple-choice,scenario-based,gradient-scoredquestionsleadstotheITILIntermediateServiceLifecycleCertificate:ServiceStrategy.Thepassmarkis70%(28/40)ormore.
Successfulcompletionofthiscourseandexamprovides3pointsofthenecessary15‘electives’toachievetheITILExpert™certification(2pointsforFoundationand5pointsforManagingAcrosstheLifeCyclearemandatory).
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7. CourseDocumentationEachstudentwillreceiveafullcolorcoursebindercontaininglecturenotes,in-courseexercisesandanswers,homework,practicequestionsandapracticeexam.ITILServiceStrategyKeyElementGuidewillalsobeprovided.Allmaterialsaredistributedonthefirstday.
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