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Service Lifecycle: Service Strategy

Certification Program (SS)

Understand the processes, risks and factors that will enable organizations to deliver the best services and products.

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Overview


Service Strategy is an important aspect of IT services. Implementing its techniques and processes helps IT teams within an organization align better with business as a whole. In other words,service strategy paves the way for better communication within the organization resulting in smoother and swifter development of new or updated products and services.The Service Strategy (SS) qualification is one of five ITIL® Service Lifecycle modules and provides you with the guidance that enables you to design, develop, and implement service provider strategy that aligns to the organizational strategy. Along with being a free standing qualification it is also one of the modules needed to achieve the ITIL® Expert Certificate in IT Service Management.

Xebia Academy brings you a comprehensive course on ITIL® Service Lifecycle Module- Service Strategy that covers management and control activities as mentioned in the ITIL® Service Strategy publication. With focus on in-depth courseware, exercises, test papers, and case studies, you can hope for a first time pass of the exam and also gain knowledge of techniques that will help you demonstrate that you understand the risks and success factors and have the skills to develop a progress strategy within an organization or programme.

The ITIL® credit system maps out the route to achieving the ITIL® Expert certification. To learn more, visit this link.

Course Curriculum


  • Introduction to Service Strategy

    • Key Service Management Concepts
    • Purpose and Objectives of Service Strategy
    • Scope of Service Strategy
    • Business Value of Service Strategy
    • Service Strategy Interfaces across the Service Lifecycle
  • Service Strategy Principles

    • Basic Approach to Deciding Strategy
    • Services
    • Elements of Value
    • Utility and Warranty
    • Customer, Service, and Strategic Assets
    • Service Providers
    • Strategies for Customer Satisfaction
    • Service Economics
    • Sourcing Strategies and Governance
  • Strategy Management for IT Services Process

    • Purpose, Objectives, and Scope of Strategy Management for IT Services
    • Business Value of Strategy Management for IT Services
    • Policies, Principles, and Basic Concepts of Strategy Management for IT Services
    • Process Activities, Methods, and Techniques
    • Triggers, Inputs, and Outputs of Strategy Management for IT Services
    • Critical Success Factors (CSFs) and Key Performance Indicators (KPIs)
    • Challenges and Risks
  • Service Portfolio Management Process

    • Purpose, Objectives, and Scope of Service Portfolio Management
    • Business Value of Service Portfolio Management
    • Policies, Principles, and Basic Concepts of Service Portfolio Management
    • Process Activities, Methods, and Techniques
    • Triggers, Inputs, and Outputs of Service Portfolio Management
    • CSFs and KPIs
    • Challenges and Risks
  • Financial Management for IT Services Process

    • Purpose, Objectives, and Scope of Financial Management for IT Services
    • Business Value of Financial Management for IT services
    • Policies, Principles, and Basic Concepts of Financial Management for IT Services
    • Process Activities, Methods, and Techniques
    • Triggers, Inputs, and Outputs of Financial Management for IT Services
    • CSFs and KPIs
    • Challenges and Risks
  • Demand Management Process

    • Purpose, Objectives, and Scope of Demand Management
    • Business Value of Demand Management
    • Policies, Principles, and Basic Concepts of Demand Management
    • Process Activities, Methods, and Techniques
    • Triggers, Inputs, and Outputs of Demand Management
    • CSFs and KPIs
    • Challenges and Risks
  • Business Relationship Management Process

    • Purpose, Objectives, and Scope of Business Relationship Management
    • Business Value of Business Relationship Management
    • Policies, Principles, and Basic Concepts of Business Relationship Management
    • Process Activities, Methods, and Techniques
    • Triggers, Inputs, and Outputs of Business Relationship Management
    • CSFs and KPIs
    • Challenges and Risks
  • Governance

  • Strategy for Governance
    • Governance Frameworks and Bodies
    • How Service Strategy Relates to Governance
  • Organizing for Service Strategy

    • Service Strategy Roles
    • Organizational Development
    • Organizational Departmentalization
    • Organizational Design
  • Technology Considerations

    • Service Automation, Instrumentation, and Analytics
    • Service Interfaces and Self-Service Channels
  • Implementing Service Strategy

    • Implementation through the Service Lifecycle
    • Following a Lifecycle Approach
    • Impact of Service Strategy on the Other Service Lifecycle Stages
  • Service Strategy Challenges, Risks, and CSFs

  • Exam Preparation/Mock Exam

Prerequisite


In order to appear for the examination, participants must:

  • Have completed an accredited 21-hour course from an ITIL® Accredited Training Provider, such as this one by Xebia Academy
  • Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL® and bridge qualifications)

Certification


In order to achieve ITIL® Service Lifecycle Service Strategy certification, candidates must appear for the exam and gain 70% pass mark.

The Exam:

  • 90 minute ‘closed book’
  • Eight multiple choice, scenario-based questions
  • Pass mark is 70% (28/40)

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