ITIL Expert - Service Strategy

CIOs, CTOs, IT Consultants, IT Audit Managers, IT Security Managers, Service Test managers, other IT staff & managers.

This ITIL Training Module forms part of the ITIL Intermediate Lifecycle Stream.  Successful completion of the exam will provide 3 credits towards achievement of the ITIL Expert qualification.

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

• Service Strategy Principles
• Defining services and market spaces
• Conducting Strategic Assessments
• Financial Management
• Service Portfolio Management
• Managing demand
• Driving strategy through the Service Lifecycle
• Understanding Critical Success Factors and risks

ITIL Foundation Certificate in IT Service Management

(V3 Foundation OR V2 Foundation plus Foundation Bridge Certificate)

Basic IT literacy and 2 years' IT experience are recommended.

21 hours' personal study including review of the syllabus and Service Transition book.

Topics covered include:

• The main principles and objectives of Service Strategy
• Core concepts and practices in Strategy and organisations applied to Service Management and IT.
• Defining Services and Market Space
• Conducting Strategic Analysis
• Driving Strategy through the Service Lifecycle stages and interfaces to Strategy
• Challenges, Critical Success Factors and Risks
• Technology considerations related to Service Strategy
• The activities commonly performed in the Service Strategy arena
• Assessing Critical Success Factors and Managing Risk in Service Strategy
  

The course also covers the managerial and supervisory aspects of the ITIL processes covered in the Service Strategy stage:

• Financial Management
• Service Portfolio Management
• Demand Management

ITIL Expert Service Transition Certificate

The exam is taken on the final day of the course:

Format:   8 multiple choice, scenario based, gradient scored questions
Duration:   90 minutes
Open Book:   No
Pass Mark:   28/40 or 70%