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

The Service Strategy Lifecycle course will be of interest to:

• Individuals who have their ITIL® 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 a deeper understanding of the Service Strategy stage of the Service Lifecycle and how activities in this Lifecycle stage may be implemented to enhance the quality of IT service management within an organization
• IT professionals working in roles associated with strategic planning, execution and control within a service-based business model, seeking an understanding of the concepts, processes, functions and activities involved in Service Strategy
• 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 involved in the management, coordination and integration of strategy activities within the Service Lifecycle

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

• Evidence of ITIL® Foundation Certificate or ITIL® v2 Foundation + v3 Foundation Bridge Certificate
• It is recommended that students should complete at least 12 hours of personal study by reviewing the syllabus and the associated areas of the ITIL® Service Management Practice core guidance, in particular Service Strategy, Service Design and Service Transition publications in preparation for the examination
• 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 (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 worth 5 marks is, one which worth 3 marks is, one which worth 1 mark is, and one which a distracter is and achieves no marks.
• Pass score is 28/40 or 70%

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.

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