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Formation ITIL® LifeCycle : Service Strategy
E-learning

Stage pratique
100% à distance
Durée : 32 heures
Réf : YTS
Prix  2020 : 875 € H.T.
  • Programme
  • Participants / Prérequis
Programme

ITIL® is comprised of five core publications: Service Strategy (SS), Service Design (SD), Service Transition (ST), Service Operations (SO) and Continual Service Improvement (CSI). It promotes alignment with the business as well as improvement in operational efficiency. The official ITIL® qualification scheme, owned by AXELOS, describes two streams, the Service Lifecycle Stream and the Service Capability stream: - The Service Lifecycle stream focuses on ITIL® practices within the Service Lifecycle context. The primary focus is the Lifecycle itself as well as the processes and practice elements used within it. - The Service Capability stream is for those who wish to obtain an in-depth understanding of specific ITIL® processes and roles. The primary focus is on process activities, process execution and use throughout the IT Service Lifecycle. The ITIL® SS (Service Strategy) course is part of the ITIL® Intermediate Lifecycle stream. The course prepares candidates to take the ITIL® Service Strategy Intermediate exam as well as providing valuable knowledge that can be implemented in the workplace. The Service Strategy Certificate is a free-standing qualification but is also part of the ITIL® Intermediate Lifecycle Stream. It is one of the modules that leads to the ITIL® Expert Certificate in IT Service Management (ITSM). The purpose of this module, exam and certificate is to impart, test, and validate the knowledge on industry practices in IT Service Management as documented in the ITIL® Service Strategy publication.

Objectifs pédagogiques

  • This qualification provides a complete management-level overview of Service Strategy including all its related activities: how to design, develop, and implement service management not only as an organizational capability but also as a strategic asset.
  • Candidates can expect to gain competencies in the following:
  • Introduction to Service Strategy
  • Service Strategy principles
  • Service Strategy processes
  • Governance
  • Organizing for Service Strategy
  • Technology considerations
  • Implementing Service Strategy
  • Challenges, critical success factors and risks.
  • In addition, the training for this certification includes examination
  • preparation, and a mock examination.

Examen

Exam Format: Multiple choice, scenariobased, gradient scored questions. Number of Questions: 8. Pass Score: 28/40 or 70%. Exam Delivery: Online or paper base’. Exam Duration: 90 minutes. Open/Closed Book: Closed Book

Méthodes pédagogiques

This fully AXELOS accredited, self-managed eLearning course, will provide you with all relevant knowledge to pass your Service Transition exam and gain your certification. We do however advise to add time with a “Live” instructor or coach to enhance the learning and acquire deeper insight into the material taught in this course. During the access purchased through the license, this ITIL® Intermediate eLearning Program offers you: UNLIMITED access to online material, including: - iPad/iPhone compatible, instructor-led presentations, watchable at your convenience - Study book and quiz questions - Exercises & sample exams, designed to reinforce knowledge and prepare you for the exam

Certification

ITIL® Service Strategy
PROGRAMME DE FORMATION

COURSE INTRODUCTION

  • Purpose and objectives
  • Scope of Service Strategy
  • Service Strategy Processes
  • Value to the Business
  • Context of Service Strategy

PRINCIPLES

  • Purpose, goal, objectives & Scope
  • Basic Approach
  • Strategy and Opposing Dynamics
  • The four P’s
  • Outcomes & Outputs
  • Services, Value, Utility & Warranty
  • Assets – customer, service and strategic
  • Service Providers
  • Defining Services
  • Strategies for customer satisfaction
  • Service Economics
  • Sourcing Strategy
  • Inputs and output with the service lifecycle

PROCESSES

  • Purpose, goal, objectives & Scope
  • Purpose & Objectives
  • Scope
  • Value to business
  • Policies, principles and basic concepts
  • Activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Critical success factors and key
  • performance indicators
  • Challenges and risks

GOVERNANCE

  • Governance
  • Strategy for governance
  • Evaluate, direct, monitor
  • Governance framework
  • What is IT Governance
  • Governance bodies
  • How Service Strategy relates to Governance

ORGANIZATION

  • Organizational development
  • Organizational departmentalization
  • Organizational design
  • Role of service owner
  • Strategy, portfolio, financial, and demand roles

TECHNOLOGY CONSIDERATIONS

  • Service Automation
  • Service Interfaces

IMPLEMENTING SERVICE STRATEGY

  • Implementation throughout the lifecycle
  • Following the lifecycle approach
  • Impact of Service Strategy

CHALLENGES, CRITICAL SUCCES FACTORS & RISKS

  • Challenges
  • Risks
  • Critical Success Factors

APPENDICES

  • Challenges
  • Business case study and exercises
  • Sample Exams
  • Glossary & Acronyms
  • Forms
Participants / Prérequis

» Participants

CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers and IT security managers involved in the ongoing management, coordination and integration of strategizing activities within the Service Lifecycle.

» Prérequis

An ITIL® Foundation certificate and preferably two years of work experience in an IT Service Management environment.
Intra / sur-mesure

Demande de devis intra-entreprise
(réponse sous 48h)

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