In the ITIL Service Strategy course, participants will learn about the principles, concepts, processes and best practices described in the ITIL service strategy core volume. Through a series of lectures and hands-on practical exercises, participants will be prepared for both the adoption of service management best practices in the organization, and for the certification exam. This course focuses on service strategy processes such as strategy management for IT services, service portfolio management, financial management for IT services, demand management and business relationship management. The course also covers topics such as governance, understanding customer needs, defining, creating and managing a service portfolio, and identifying sources of customer demand.
The ITIL Foundation certification is a pre-requisite to take the exam at the end of the class. Proof of certification must be provided in order to receive service strategy exam results.
Please note, this course and all of our accredited ITIL courses are only offered together with the respective exam.
ITIL is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
By the end of this course, participants will have the leadership toolkit to shape and steer GenAI portfolios across their organization.
Strategic Application
Course introduction and overview
- History of ITIL
- What is a service?
- Utility, warranty and value
- Assets, resources and capabilities
- What is service management?
- Stakeholders
- Processes and function
- Generic service management roles
- The service lifecycle map
- Purpose of service strategy
- Objectives of service strategy
- Scope of service strategy
- Business value of service strategy
- Inputs and outputs
- Service strategy to service design
- Service strategy to service transition
- Service strategy to service operation
- Service strategy to continual service improvement
- Understanding and using the guiding principles
- Focus on value
- Start where you are
- Progress iteratively with feedback
- Collaborate and promote visibility
- Think and work holistically
- Keep it simple and practical
- Optimize and automate
- Purpose
- Objectives
- Scope
- Business value
- Policies, principles and basic concepts
- Activities, methods and techniques
- Triggers, inputs, outputs and interfaces
- Critical success factors and key performance indicators
- Challenges and risks
- Roles and responsibilities
- Purpose
- Objectives
- Scope
- Business value
- Policies, principles and basic concepts
- Activities, methods and techniques
- Triggers, inputs, outputs and interfaces
- Critical success factors and key performance indicators
- Challenges and risks
- Roles and responsibilities
- Purpose
- Objectives
- Scope
- Business value
- Policies, principles and basic concepts
- Activities, methods and techniques
- Triggers, inputs, outputs and interfaces
- Critical success factors and key performance indicators
- Challenges and risks
- Roles and responsibilities
- Purpose
- Objectives
- Scope
- Business value
- Policies, principles and basic concepts
- Activities, methods and techniques
- Triggers, inputs, outputs and interfaces
- Critical success factors and key performance indicators
- Challenges and risks
- Roles and responsibilities
- Purpose
- Objectives
- Scope
- Business value
- Policies, principles and basic concepts
- Activities, methods and techniques
- Triggers, inputs, outputs and interfaces
- Critical success factors and key performance indicators
- Challenges and risks
- Roles and responsibilities
- Basic concepts of governance
- Governance strategy
- Key governance activities
- Governance framework
- Relationship of service strategy to governance
- Roles involved in service strategy
- Organizational development
- Organizational design
- Service automation
- Service analytics and instrumentation
- Service interfaces
- Technology encounters
- Technology-mediated service recovery
- Key implementation considerations
- Lifecycle approach to implementation
- How service strategy affects other lifecycle stages
- Challenges
- Risks
- Critical success factors
Exam Review
Practice Exam
Each participant receives a copy of the following Kindle books:
- Service strategy: Practical applications of Strategy Concepts, Processes and Best Practices
- Core Elements of Service Strategy
- Service Strategy Practice Exam Questions – Set I
- Service Strategy Practice Exam Questions – Set II
hands-on learning model
Access to sanitized process maps, KPI definitions, candidate initiative lists, and basic cost baselines (time, cycle time, error or rework rates)
Speak with a Cognixia specialist about enrollment options, custom cohorts for your leadership team, or tailored delivery formats for your organization.
One of our specialists will contact you within one business day.
Asked Questions
Find details on duration, delivery formats, customization options, and post-program reinforcement.
The ITIL – Service Strategy course is highly recommended for:
- IT professionals
- Service desk professionals
- Business professionals
- Executive leadership
- Service management professionals
- Incident managers
- Problem managers
- IT governance professionals
- Financial management professionals
- Business relationship managers
- Change managers
- Quality improvement professionals
A minimum internet speed of 2 MBPS is recommended.
All the sessions are recorded. So even if you miss a class, you can access a recorded video of the session in your LMS.
You will get lifetime access to LMS and all the learning material in it.
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