ITIL® Intermediate SS Certification Training

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

Learning Objectives -

• 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 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

ITIL® Intermediate SS certification is a mandatory requirement for professionals who look forward to mastering management-level concepts and who intend to participate in activities having a direct impact on the organization’s IT strategies. This adds maximum value to individuals serving as:

• Chief Technology Officer
• Chief Information Officer
• Service Designers
• IT Managers
• IT Architects
• IT Planners & Consultants
• Security Managers
• Audit Managers
• ITSM Trainers

Candidates interested in the ITIL® Intermediate Service Strategy (SS) Certification must have:

• Completed at least 21 contact hours of training at an Accredited Training Organization (ATO) or an accredited e-learning solution
• ITIL® Foundation Certificate in IT Service Management
• Minimum 2 years of working experience in the IT field is recommended for enhanced learning

Service Strategy Principles

• The logic of value-creation within the context of the ITIL® Service Lifecycle
• Capabilities and resources
• Service provider types, and be able to choose between the types
• Dynamics of a service model based on the concept of value networks
• Strategic perspectives, plans, positions and patterns as applied to service management and IT in their own organization

Defining Services and Market Spaces

• Formal definitions of services suitable for planning and execution across the Service Lifecycle
• Business outcomes of customers and relating them to customer assets and service assets.
• Services into customer outcomes, service assets, utility and warranty elements.
• Market spaces, opportunities for new or changed services, and services as configurations and patterns

Conducting Strategic Assessments

• Strategic assets of an organization their performance and potential for serving
• particular customers or market spaces (internal or external)
• Critical Success Factors and degree of alignment of existing services, capabilities, and strategies with customer’s business
• Business potential within existing customers and in adjacent market spaces through analysis of patterns within Service Catalogue, business strategy of customers, and environmental factors such as business trends, technological innovation, and regulatory compliance

Financial Management

• Service valuation, financial modeling, service provisioning and analysis, and business impact analysis
• Funding the Service Portfolio and phases of the Service Lifecycle and defining expectations or return on investments

Service Portfolio Management

• Service Portfolio Management, methods, and processes related to service management and services.

Managing Demand

• Challenges, opportunities and risks in fulfilling demand for a particular customer or market space
• High-level strategies for demand management that can be supported by capabilities across the Service Lifecycle
• Demand with respect to customer outcomes, patterns of business activity, and user profiles. Sources of demand and capacity within the Service Catalogue and Service Pipeline
• Core Service Packages and Service Level Packages
• The roles of Product Manager and Business Relationship Manager

Driving Strategy Through The Service Lifecycle

• How Service Strategy is driven through and informed by other elements of the Service Lifecycle
• Policies and constraints for Service Design that will encode strategic objectives and customer needs
• Requirements for Service Transition to act on behalf of Service Strategy in reducing costs and risks as service progress through the Lifecycle
• Tactical plans for the Service catalogue to be effectively hosted by Service Operation phase, with adjustments by customers and contracts.
• Opportunities for improvement across the Service Portfolio and Service

Critical Success Factors and Risks

• Critical Success Factors and risks that determine the viability of strategic positions and plans. Specifically, after completion of this unit candidates will be able to:
• The role of organization development and sourcing as Critical Success Factors
• Automation and tools to meet strategic objectives through the framework of service management
• Benefits and risks from factors such as complexity, coordination, intangible assets, and total cost of utilization (TCU).
• Types of risks across the Lifecycle and high-level approaches for mitigating risk

• Combining the ITIL® SS Training to understand Service Management as a Practice and Service Transition.
• Designing processes and helping the processes interact with other Service Lifecycle processes
• Defining the sub-processes, activities, methods and functions through service strategy that are used in each of the Service Operation process
• Preparing for the roles and responsibilities through ITIL® SS Certification Exam
• Study ITIL® service operation to understand measuring of Service Strategy performance
• Acquiring knowledge through ITIL® SS Certification hereby understanding technology and its implementation requirements in support of Service Operation

What is ITIL® SS Certification?

• This course provides comprehensive training for anyone involved in provision, support, and delivery of IT Services.

What is the Eligibility Criteria / Pre-requisites for the ITIL® SS Exam?

• Evidence of ITIL® Foundation Certificate or ITIL® v2 Foundation + v3 Foundation Bridge Certificate

What is the duration of training?

• Training duration is 2-3 days.

Do you provide certificates on successfully completing the course?

• Yes, at the end of the class, we will execute PeopleCert exams. After passing the exam you will receive soft copy of certificate on your email which states that you have successfully completed the course.

When are the classes conducted?

• All open house sessions are conducted on weekends only. For in-house sessions, it can be as per the customer requested schedule.

What all is included in the course?

• Along with facilitating training sessions, we provide required course material and practice questions for exam preparation

Who conduct the training sessions?

• Training sessions are facilitated by certified experts having practical working experience as well as training experience.

Why one should join Vinsys?

• We are Accredited Training Organization
• Experiential Education
• Experienced Industry Experts
• Accredited course material
• Quality Courseware
• Post training support

The ITIL® SS Certification exam is a closed book exam that consists of eight scenario-based multiple-choice questions having four options (5 markers, 3 markers, 1 marker, 0 markers)  that need to be answered within a duration of 90 minutes (120 minutes for those opting for appearing in a language other than the first language).

The passing score for this exam is 28/40 marks. Students will have to score a minimum of 70% to clear the examination.

The ITIL® SS Certification training course gives an overview of the purpose, processes, and principles of service strategies. It throws light on the major aspects of Service Strategy that consequently affect ITIL-based service management capacities. The course highlights the organization and implementation of service strategies as a part of service management.

A major part of the world’s organizations are actively practicing ITIL® and are benefitting from the use of ITIL® Service Strategy in order to enhance their service management capacities and its impact on business goals.

The ITIL® Intermediate SS Certification is a prerequisite for many IT-related roles in organizations and companies have an immense requirement of certified ITIL® professionals. Gaining an in-depth knowledge of the Service Strategy module enables individuals to serve organizations better and also gain the competence to capture better opportunities.

ITIL® lays the foundation of the dynamic IT culture spread across various industries worldwide. It comprises of a set of rules and procedures that need to be followed for a reliable, scalable, and highly flexible IT environment. A large share of the world’s businesses has recognized the worth of ITIL® processes and has included them as a major part of their operations.

ITIL® Intermediate SS Certification is a prerequisite for many key roles and positions in the IT sector. It boosts an individual’s knowledge about the service strategy and the functions interrelated to it.

Candidates for this course must:

• Hold an ITIL® Foundation Certificate or ITIL® v2 Foundation + v3 Foundation Bridge Certificate
• There is no minimum mandatory requirement but 2 to 4 years professional experience working in IT Service Management is highly desirable
• It is also strongly recommended that candidates:
• Can demonstrate familiarity with IT terminology and understand the context of Service Offerings and Agreements management of their own business environment is strongly recommended
• Have exposure working in the service management capacity within a service provider environment, with responsibility emphasizing on at least one of the following management processes:
• Service Portfolio Management, Demand Management, Business Relationship Management and Financial Management
• It is recommended that candidates are familiar with the guidance detailed in the ITIL® Service Lifecycle Practices core publications prior to attending training for this certification.

ITIL® certifications are recognized globally as companies have witnessed the impact of ITIL® process implementations in their IT infrastructures. Thus, by certifying with the ITIL® Service Strategy credentials, professionals will gain an extra edge over their peers. Candidates will gain an insight on:

• Service Management in the context of Service Strategy principles, objectives and purpose
• Methods, functions, and activities used in the Service Strategy processes
• Aspects of measuring the performance of the Service Strategy
• Roles and responsibilities that come under the Service Strategy framework and functions need to be performed in order to achieve operational excellence
• Knowing the implementation as well as technical requirements in support of Service Strategy
• Challenges, risks, and critical success factors associated with the Service Strategy framework
• Concepts of ITIL® SS course and tactics on clearing the SS Certification exam

On being ITIL® SS Certified, individuals can occupy positions in the fields of IT operations management, technical management, service desk management, and application management.