Great Learning is an ITIL® Accredited Training Organisation
Course Duration: 21 hours, 3 sessions of 7 hours each
Course Fee: HKD8,200 (includes exam fee HKD3,600)
Language of delivery: Cantonese with English terms
Service Lifecycle modules are most relevant to those who have, or are looking for, a management or team leader role that requires management of different areas or work across different teams.
All the modules within the Service Lifecycle category are suitable for those intending to focus on the process and practice elements used, and the management capabilities needed to deliver quality Service Management practices.
The Service Strategy (SS) certification is one of five ITIL® Service Lifecycle modules and provides you with the guidance that enables you to design, develop, and implement service provider strategy that aligns to the organizational strategy.
The SS module focuses on the importance of the strategic aspect of services within the IT service lifecycle. It provides the specific knowledge and techniques to help you demonstrate that you understand the risks and success factors and have the skills to develop and progress strategy within an organization or programme.
The course covers management and control of activities and techniques that are documented in the ITIL Service Strategy publication, but it does not provide the full detail of each supporting process. More information about these processes can be found in the Service Offering and Agreements module from the Service Capability work stream.
The strategic aspects of a service should not be underestimated. Adopting service strategy techniques and principles can help organizations ensure that their IT teams are aligned with the business as a whole and are not just focused on technical concerns. This can enable better communication within an organization resulting in smoother and swifter development of new or updated products and services.
The SS module offers the same benefits to individuals who will be better able to understand the relationship between the IT and general aspects of their work and to appreciate how the ITIL best practice framework can help them work more efficiently.
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.
End learners who achieve 17 credits from the current ITIL v3 credit system will be able to take the ITIL Managing Professional (ITIL MP) transition module in order to move to the new scheme without needing to take the MALC exam. (ITIL MP released during the second half of 2019).
Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
- Service Strategy Principles
- Defining services and market spaces
- Conducting Strategic Assessments
- Financial Management
- Service Portfolio Management
- Managing demand
- Driving strategy through the Service Lifecycle
- Understanding Critical Success Factors and risks
Learning Unit SS01: Service Strategy Principles
- Understand the strategy of differentiating value-creation (attributes, perceptions and preferences) in the customer’s mind
- Recognize what are assets and how to use them to create value
- Be able to define the three types of service providers and how/where they are used
- Comprehend value chain models and the vertical integration strategy they provide
- Grasp the fundamental aspects of service strategy and be able to define them
Learning Unit SS02: Defining Services and Market Spaces
- Be able to create services/strategies related to a customer’s needs
- How to utilize assets (service and customer) to influence value creation
- How to use service archetypes to design a strategy based on asset-based and utility based positioning
- What strategies can be used to define market spaces by focusing services to support business outcomes
Learning Unit SS03: Conducting Strategic Assessments
- How to mutually reinforce capabilities and resources so that service management will be treated as a strategic assets
- Ability to conduct a strategic assessment related to investment and financial business constraints
- Performing an analysis of a customer’s needs, market spaces and alignment with business strategy to develop expansion and growth forecasts
Learning Unit SS04: Financial Management
- Be able to enhance and add value to a shared imperatives framework for business and IT
- Create, implement and measure service and financial demand modelling so that funding variations related to changes in demand can be quantified
- Provide analysis and guidance to determine how to select the appropriate IT funding models
Learning Unit SS05: Service Portfolio Management
- Have the ability to identify the strategic need as well as build a case for a Service Portfolio
- Design and implement a Service Portfolio management environment that includes all the methods: define, analyze, approve and charter.
Learning Unit SS06: Managing Demand
- Build a case for implementing demand management related to customer and/or market space requirements
- Ability to develop a capabilities based demand management strategy for a company
- Be able to integrate and relate all aspects of a Service Catalogue and Service Pipeline to demand and capacity
- Be able to design and implement service packages as well as to determine when/where/how service packages should be introduced and used
Learning Unit SS07: Driving Strategy through the Service Lifecycle
- Develop strategies that utilize all the elements of the lifecycle (e.g. Service Catalogue, Service
- Pipeline, Contract portfolio, financial budgets, delivery schedules and improvement programs)
- Be able to construct and know where/when to utilize the different types of Service Models as well as where the different design “drivers” (e.g. outcomes, constraints, pricing) affect the strategy
- How to utilize Service Transition for decision analysis to evaluate options, paths, risk and costs related to proposed strategies
- How to utilize Service Operations and Service catalogue in regards to deployment patterns
Learning Unit SS08: Critical Success Factors and Risks
- Be able to provide insight and guidance in the design of IT organizations through the use of five organizational structures as well as Critical Success factor
- Be able to determine the need for and selection of automated tools to support the any strategic objectives you have put forth
- Utilize strategy to achieve operational effectiveness and to overcome organizational complexity
The main target group for the ITIL® Intermediate Qualification: Service Strategy Certificate includes, but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers.
Number of Questions: 8 Questions
Exam Duration: 120 minutes
Exam Format: Multiple choice, scenario-based, gradient scored questions. Closed book
Exam Location: Great Learning Education Centre
Passing Mark: 28/40 or 70%
Accreditation course material and sample questions
- Great Learning is an ITIL® Accredited Training Organisation, students can further study to be an ITIL Expert in our centre.
- We are IT soft skill specialists, highly experienced in delivering complicated and conceptual knowledge in an effective way.
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