Course Description:

This 3-day course immerses learners in the overall concepts, processes, policies and methods associated with the Service Strategy phase of the Service Lifecycle. The course covers the management and control of the activities and techniques within the Service Strategy stage, but not the detail of each of the supporting processes. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam.

Audience:

The Service Strategy Lifecycle course will be of interest to:

• Individuals who have their ITIL v3 Foundation Certificate (or the ITIL v2 Foundation + v3 Foundation Bridge certificate) who want to purse the intermediate and advanced level ITIL certifications.
• Individuals who require understanding of the ITIL Service Strategy phase of the ITIL core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization.
• IT professionals working in or new to a Service Strategy environment and requiring a detailed understanding of the concepts, processes, functions and activities involved.
• Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification is one of the prerequisite modules
• Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite
• A typical role 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.

Learning Objectives:

At the end of this course, the learner will gain competencies in:

• Understanding Service Management as a Practice and Service Strategy principles, purpose and objective
• Understanding how all Service Strategy processes interact with other Service Lifecycle processes
• The subprocesses, activities, methods and functions used in each of the Service Strategy processes
• The roles and responsibilities within Service Strategy and the activities and functions to achieve operational excellence
• How to measure Service Strategy performance
• Understanding technology and implementation requirements in support of Service Strategy
• The challenges, critical success factors and risks related with Service Strategy

Course Organizational Logistics:

• A maximum of 18 students can attend this course with 1 instructor
• Classroom with U-shaped seating arrangement
• 2 break out rooms where available- Whiteboard, flipchart, projector
• Previous ITIL Certificate numbers need to be provided prior to the start of the course
• Course runs 08:00 – 5:00 each day - the exam can be scheduled from 3:30 – 5:00 on the last day

Prerequisites:

Candidates for this course must:

• Hold an ITIL v3 Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate
• There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable

Preparation in advance:

It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Strategy book in preparation for the examination.

Course activities:

• 2-3 hours of evening work is required in order to take the exam
• Classroom lecturing.
• Individual and group assignments.
• Exam preparation session

Included in the course:

• Students receive a copy of the classroom presentation material, practice exam, case study, homework and assignments.
• APMG accredited exam
• ITIL best practice core books are available at cost as electronic .pdf, printed book and online subscription versions
• Lunch, coffee breaks

About the Examination:

• ITIL® exam is APMG accredited
• Exam administration is APMG responsability
• ITAcademy enable with logistics the administration of the exams
• Evidence of ITIL v3 Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate and completion of Service Strategy Lifecycle course from an Accredited Training Provider is required to sit the exam
• The syllabus can be downloaded from:
  http://www.itil-officialsite.com/Qualifications/ITILQualificationScheme.aspx
• The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions.
• Exam duration is a maximum 90 minutes for all candidates in their respective language (candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary)
• Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.
• Pass score is a minimum of 4 correct answers and a combined score of 28/40 or 70%
• Distinction pass score is under consideration

Credits:

• Upon successful passing of the ITIL Service Strategy Lifecycle exam, the student will be recognized with 3 credits in the ITIL qualification scheme