This Intermediate level course is part of the ITIL certification program. The Foundation level course is a mandatory requirement for all other levels within the certification scheme.

Certification:

• ITIL Intermediate Qualification
• Service Strategy Qualification

• Understand and apply the following core Service Strategy principles:
  • Dynamics and forces impacting IT management
  • Defining services and how services can deliver value to the customer market spaces
  • The impact of external markets, customer requirements and continual service improvement on the Service Strategy
  • Organization structures and provider types supporting an IT Value Network
  • Defining and managing the relationship between business and IT services and the demand for those services
  • Defining customer value creation
  • Defining and managing IT financial measures for success
  • The strategic benefits of service based costing and recovery
  • Conducting strategic assessments and dealing with market uncertainty
  • A practical approach to creating a Service Management strategy
• Review of Service Strategy processes, and their associated roles, responsibilities, challenges, risks and critical success factors, including:
  • Strategy Management for IT Services
  • Service Portfolio Management
  • Financial Management
  • Demand Management
  • Business Relationship Management
• Driving strategy through the Service Lifecycle
• How to measure Service Strategy and create return on investment

CIOs, CTOs, managers, supervisory staff, team leaders, planners, IT consultants, IT audit managers, and any IT professional involved in the management of service strategy.

Candidates must hold the ITIL Foundation Certificate in IT Service Management, attained through either the ITIL IT Service Management Essentials (V2) plus the ITIL V2-V3 Foundations Bridging Course or the ITIL V3 or 2011 edition Foundations course. Your certificate must be presented as documentary evidence to gain admission to this course.