Course Description

Course Overview

The ITIL Intermediate: Service Strategy course focuses on the strategic aspects of IT service management (ITSM) within the ITIL framework. It provides participants with in-depth knowledge and understanding of the Service Strategy stage of the ITIL lifecycle, enabling them to develop effective service strategies that align with organizational goals and deliver value to customers. This course is suitable for IT professionals involved in ITSM implementation, service owners, and anyone interested in enhancing their knowledge of service strategy.

Prerequisites

To enroll in the ITIL Intermediate: Service Strategy course, participants must hold the ITIL Foundation certificate or have obtained a Bridge certification. It is recommended to have a minimum of two years of professional experience in IT service management before attending this intermediate-level course.

Methodology

The course will be delivered through a combination of instructor-led training, group discussions, case studies, and interactive exercises. Participants will engage in real-world scenarios and practical examples to gain a deeper understanding of service strategy concepts and their application. The course may also include individual or group assignments to reinforce learning outcomes.

Course Outline

• Introduction to Service Strategy
• Overview of the Service Strategy stage within the ITIL lifecycle
• Objectives, scope, and business value of Service Strategy
• Service Strategy Principles
• Defining the value proposition and positioning of services
• Understanding customer and market requirements
• Analyzing strategic assets and capabilities
• Service Strategy Processes
• Strategy management for IT services
• Service portfolio management
• Financial management for IT services
• Demand management
• Business relationship management
• Service Strategy Implementation
• Service design and transition considerations
• Organizational change management
• Measurement and metrics for service strategy
• Governance and risk management
• Challenges, Critical Success Factors, and Risks
• Identifying common challenges in service strategy implementation
• Critical success factors for effective service strategy
• Risks and mitigations in service strategy
• Exam Preparation
• Review of key concepts and exam objectives
• Practice questions and mock exams

Outcome

By completing the ITIL Intermediate: Service Strategy course, participants will:

• Gain a comprehensive understanding of service strategy principles and processes
• Learn how to develop effective service strategies that align with organizational goals
• Acquire the knowledge and skills to contribute to service strategy implementation
• Be prepared to take the ITIL Intermediate: Service Strategy certification exam

Labs

The ITIL Intermediate: Service Strategy course may include practical labs or exercises to reinforce the learning objectives. Some potential lab activities could include:

• Developing a service portfolio and defining service value propositions
• Conducting a market analysis to identify customer requirements
• Creating a financial management plan for IT services
• Designing and implementing a demand management process