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ITIL® Service Strategy

Klausytojų vertinimas

Trukmė: 3 dienos
1 500 € (+ PVM 21%)

Apie mokymus:

The ITIL Intermediate Certificate in Service Strategy forms part of the Lifecycle series of Intermediate certification modules, which can be taken as stand-alone qualifications or with a view to amassing sufficient credits to gain the ITIL Service Management Expert qualification.  It will give candidates a deep level of understanding of Service Strategy processes and roles.

This course is intended to enable delegates with a Foundation-level knowledge of IT Service Management to apply good practice in processes pertaining to the Service Strategy lifecycle phase.

The course is interactive, combining presentation sessions and group exercises, with plenty of opportunity for questions and discussion.  On completion of the course and the required personal study, delegates will be able to sit the ITIL Intermediate examination in Service Strategy worth 3 credits.

Dėstytojas: Kiti



  • Eight complex multiple-choice questions (multi-part, scenario-based, gradient-scoring), closed book
  • 90 minutes
  • 70% pass mark (28/40)
Mokymų temos:
  • Introduction to Service Strategy
    • Purpose, Goals and Objectives
    • Scope of Service Strategy
    • Service Strategy and Business Value
  • Service Strategy Principles
    • Approach to Strategy
    • Strategy and Opposing Dynamics
    • Outperforming Competitors
    • The Four Ps of Service Strategy
    • Services
    • Value
    • Utility and Warranty
    • Assets – Customer, Service and Strategic
    • Service Providers
    • Defining Services
    • Strategies for Customer Satisfaction
    • Service Economics
    • Sourcing Strategy
    • Strategy Inputs and Outputs
  • Service Strategy Processes
    • Service Portfolio Management
    • Financial Management for IT Services
    • Demand Management
    • Business Relationship Management
  • Governance
    • What is Governance?
    • How Service Strategy Relates to Governance
    • Governance Framework
    • Governance Bodies
    • Setting the Strategy for Governance
    • Evaluate, Direct, Monitor
  • Organising Service Strategy
    • Organisational Development
    • Organisational Departmentalisation
    • Organisational Design
    • The Role of Service Owner and Business Relationship Manager
    • Strategy, Portfolio, Financial, and Demand Roles
  • Technology Considerations
    • Service Automation
    • Service Interfaces
  • Implementing Service Strategy
    • Implementation through the Lifecycle
    • Following a Lifecycle Approach
    • The Impact of Service Strategy on Other Lifecycle Stages
  • Challenges, CSFs and Risks

Susiję kursai

3 dienos ITIL® Service Transition 1 275 € (+ PVM 21%)
3 dienos ITIL® Service Operation 1 500 € (+ PVM 21%)