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What Will I Learn?

Get a thorough understanding of Service Strategy
Study the different processes involved in developing a good service strategy
Learn how to prepare and delegate responsibility when implementing a service strategy
Learn how service operation should be implemented
Learn how to resolve any issues that may prevent the successful deployment of the new service strategy.

Overview

The ITIL Intermediate Module – Service Strategy course provides a good level of knowledge which will validate the existing knowledge level of the learner with regard to the processes required to build, test as well as implement the relevant IT products and services in the workplace. This knowledge gained from the course will ensure an efficient IT service strategy which will satisfy the customers in an immense manner.

The ITIL Intermediate Module – Service Strategy course gives a thorough understanding about the diverse service strategy processes and the operations involved with organising and implementing these processes.

The ITIL Intermediate Module – Service Strategy course will teach the principles behind developing a good service design, the processes involved with developing an effective service strategy and how to assign key roles to manage the responsibility when implementing the service strategy. The Service Strategy module is worth 3 credits to achieve the minimum of 17 credits required before the final step of ITIL Expert Level. The course is globally recognised and accredited to a training organisation and you will be issued an internationally recognised qualification following full completion of the ITIL Intermediate Module – Service Strategy course.

Why study at Global Edulink?

Global Edulink offers the most convenient path to gain recognised skills and training that will give you the opportunity to put into practice your knowledge and expertise in an IT or corporate environment. You can study at your own pace at Global Edulink and you will be provided with all the necessary material, tutorials, qualified course instructor, narrated e-learning modules and free resources which include Free CV writing pack, free career support and course demo to make your learning experience more rewarding and enriching.

Access DurationThe course will be directly delivered to you, and you have 12 months access to the online learning platform from the date you joined the course.  The course is self-paced and you can complete it in stages, revisiting the lectures at any time.
Who is this Course aimed at?
  • Service Managers
  • IT Operations Managers
  • Chief Operation Officers
  • Chief Information Officers
Entry RequirementsThe course requires that learners have an understanding of the ITIL Foundation course
Method of AssessmentAt the end of the ITIL Intermediate: Service Strategy course you will be required to take a multiple choice question assessment test comprising of 8 questions per paper in 90 minutes duration. (28 marks required to pass out of 40) The multiple choice question assessment will be automatically marked with learners receiving an instant grade. The pass mark is 70%, closed book.
CertificationThose who successfully complete the exam will be awarded the certificate in ITIL Intermediate: Service Strategy.
Awarding BodyThe certificate will be awarded by Axelos. This is a globally recognised best practice qualification that will make your CV standout and encourage employers to see your motivation at expanding your skills and knowledge in the IT enterprise.
Progression and Career Path

Once you successfully complete the ITIL Intermediate: Service Strategy course you will be qualified to work in the following positions. The ITIL qualification will also put you in line to demand a higher salary or job promotion. The average UK salary per annum according to https://www.payscale.com is given below.

  • IT Operations Manager – (average UK yearly salary: £45,830)
  • Strategy Consultant – (average UK yearly salary: £47,074)
  • Assistant Manager – (average UK yearly salary: £20,540)

Others Jobs you can get

  • IT Managers
  • IT architects, process and service owners
  • Business relationship managers
Common Career Paths For Information Technology (IT) Manager
 

ITIL®, RESILIA™, PRINCE2®, and the Swirl logo™ are registered trade marks of the AXELOS Limited, used under permission of AXELOS. All rights reserved.

Course Curriculum

➤ module 01: course introduction – vo
Course Introduction – VO 00:00:00
1.0 lesson: course organization
Course Organization 00:00:00
1.1 Welcome to the Course! 00:00:00
1.2 Mentoring Community Introductions 00:00:00
1.3 Why Are You Here? 00:00:00
1.4 Using Bloom’s Taxonomy 00:00:00
1.5 What do you Expect? 00:00:00
1.6 Housekeeping Online 00:00:00
2.0 lesson: course conventions & agenda
Course Conventions & Agenda 00:00:00
2.2 Quizzes & Exercises 00:00:00
2.3 ITIL Qualification Scheme 00:00:00
2.4 ITIL Intermediate Exams 00:00:00
2.5 Getting Started with an Online Class 00:00:00
2.6 Chapter 01 Review 00:00:00
➤ module 02: service strategy
1.0 lesson: introduction to service strategy
Introduction to Service Strategy 00:00:00
1.1 Service Strategy in the Service Lifecycle 00:00:00
1.2 Managing Across the Lifecycle 00:00:00
1.3 Purpose, Goals & Objectives of Service Strategy 00:00:00
1.4 Scope of Service Strategy 00:00:00
1.5 Value of Service Strategy 00:00:00
1.6 Service Strategy – Principles 00:00:00
1.7 Strategy Basics 00:00:00
1.8 Service Strategy Fundamentals 00:00:00
1.9 IT Service Management 00:00:00
1.10 Service 00:00:00
1.11 Value Creation 00:00:00
1.12 Mind Gap 00:00:00
1.13 Marketing Mindset 00:00:00
1.14 Communicating Utility 00:00:00
1.15 Communicating Warranty 00:00:00
1.16 Utility & Warranty 00:00:00
1.17 Service Assets 00:00:00
1.18 Capabilities & Resources 00:00:00
1.19 Business Units 00:00:00
1.20 Service Units 00:00:00
2.0 lesson: service provider types
Service Provider Types 00:00:00
2.1 Service Provider Types 00:00:00
2.2 Internal Service Provider 00:00:00
2.3 Shared Services Unit 00:00:00
2.4 External Services Unit 00:00:00
2.5 Choosing a Service Provider Type 00:00:00
3.0 lesson: service structures
Service Structures 00:00:00
3.1 Service Structures 00:00:00
3.2 Value Chain 00:00:00
3.3 Value Network 00:00:00
4.0 lesson: the 4-ps of strategy
The 4-Ps of Strategy 00:00:00
4.1 The 4-Ps of Strategy 00:00:00
4.2 Perspective 00:00:00
4.3 Position 00:00:00
4.4 Plan 00:00:00
4.5 Pattern 00:00:00
5.0 lesson: service strategy summary
Service Strategy Summary 00:00:00
5.1 Service Strategy Summary 00:00:00
5.2 Checkpoint 00:00:00
5.3 Chapter 02 Review 00:00:00
➤ module 03: services and strategy
1.0 lesson: defining services & market spaces
Defining Services & Market Spaces 00:00:00
1.1 Steps of Service Definition 00:00:00
1.2 Define the Market & Identify Customers 00:00:00
1.3 Understand the Customer 00:00:00
1.4 Quantify the Outcomes 00:00:00
1.5 Services & Strategy 00:00:00
1.6 Classify & Visualize 00:00:00
1.7 Understand Opportunities 00:00:00
1.8 Market Space 00:00:00
1.9 Outcome-based Service Definition 00:00:00
1.10 Service Model 00:00:00
1.11 Dynamics of a Service Model 00:00:00
1.12 Service Units & Packages 00:00:00
2.0 lesson: service strategy across the lifecycle
Service Strategy Across the Lifecycle 00:00:00
2.1 Service Economics 00:00:00
2.2 Strategy-Driven Capability 00:00:00
2.3 Strategy & the Lifecycle 00:00:00
2.4 Strategy & Design 00:00:00
2.5 Outcome-Driven Design 00:00:00
2.6 Constraint-Driven Design 00:00:00
2.7 Pricing-Driven Design 00:00:00
2.8 Strategy & Transition 00:00:00
2.9 Strategy & Operations 00:00:00
2.10 Deployment Patterns 00:00:00
2.11 Hosting the Contract Portfolio 00:00:00
2.12 Managing Demand 00:00:00
2.13 Strategy & CSI 00:00:00
2.14 Improvement-Driven Feedback 00:00:00
2.15 Quality Perspectives 00:00:00
2.16 Warranty Factors 00:00:00
2.17 Reliability 00:00:00
2.18 Maintainability 00:00:00
2.19 Redundancy 00:00:00
2.20 Availability Factors 00:00:00
3.0 lesson: services & strategy summary
Services & Strategy Summary 00:00:00
3.1 Services & Strategy Summary 00:00:00
3.2 Checkpoint 00:00:00
3.3 Chapter 03 Review 00:00:00
➤ module 04: service strategy processes
1.0 lesson: strategy management for it services introduction
Strategy Management for IT Services Introduction 00:00:00
1.1 Introduction 00:00:00
1.2 Purpose, Goals & Objectives 00:00:00
1.3 Scope 00:00:00
1.4 Business Value 00:00:00
1.5 Concepts 00:00:00
1.6 Activities 00:00:00
1.7 Formulating Service Strategy 00:00:00
1.8 Strategic Assessment 00:00:00
1.9 Analyze Internal Environment 00:00:00
1.10 Analyze External Environment 00:00:00
1.11 Define Market Space 00:00:00
1.12 Identify Strategic Industry Factors 00:00:00
1.13 Establish Objectives 00:00:00
1.14 Strategy Generation 00:00:00
1.15 Determine Perspective 00:00:00
1.16 Form Position 00:00:00
1.17 Craft Plan 00:00:00
1.18 Adopt Patterns of Action 00:00:00
1.19 Strategy Execution 00:00:00
1.20 Engage other Lifecycle Processes 00:00:00
1.21 Align Assets & Outcomes 00:00:00
1.22 Optimize Critical Success Factors 00:00:00
1.23 Prioritize Investments 00:00:00
1.24 Measure & Evaluate 00:00:00
1.25 Service Management for Internal Service Providers 00:00:00
1.26 Triggers, Inputs & Outputs 00:00:00
1.27 Relationships 00:00:00
1.28 Critical Success Factors 00:00:00
1.29 Challenges & Risks 00:00:00
1.30 Strategy Management for IT Services Summary 00:00:00
2.0 lesson: service portfolio management
Service Portfolio Management 00:00:00
2.1 Introduction 00:00:00
2.2 Purpose, Goals & Objectives 00:00:00
2.3 Scope 00:00:00
2.4 Value to the Business 00:00:00
2.5 Concepts 00:00:00
2.6 Business & IT Service Management 00:00:00
2.7 Service Portfolio 00:00:00
2.8 Service Portfolio Methods 00:00:00
2.9 Define 00:00:00
2.10 Option Space Tool 00:00:00
2.11 Analyze 00:00:00
2.12 Approve 00:00:00
2.13 Charter 00:00:00
2.14 Triggers, Inputs & Outputs 00:00:00
2.15 Relationships 00:00:00
2.16 Critical Success Factors 00:00:00
2.17 Challenges & Risks 00:00:00
2.18 Summary 00:00:00
3.0 lesson: financial management
Financial Management 00:00:00
3.1 Introduction 00:00:00
3.2 Purpose, Goals & Objectives 00:00:00
3.3 Scope 00:00:00
3.4 Value to the Business 00:00:00
3.5 Concepts 00:00:00
3.6 Financial Management Activities Overview 00:00:00
3.8 Accounting 00:00:00
3.9 Accounting Activities 00:00:00
3.10 Cost Models 00:00:00
3.11 Cost Centers & Cost Units 00:00:00
3.12 Service Valuation 00:00:00
3.13 Cost Types & Elements 00:00:00
3.14 Cost Allocation 00:00:00
3.15 Budgeting 00:00:00
3.16 Budgeting Activities 00:00:00
3.17 Charging Activity 00:00:00
3.18 Pricing 00:00:00
3.19 Financial Management Cycles 00:00:00
3.20 Return on Investment 00:00:00
3.21 Triggers, Inputs & Outputs 00:00:00
3.22 Relationships 00:00:00
3.23 Critical Success Factors 00:00:00
3.24 Challenges & Risks 00:00:00
3.25 Summary 00:00:00
4.0 lesson: demand management
Demand Management 00:00:00
4.1 Introduction 00:00:00
4.2 Purpose, Goals & Objectives 00:00:00
4.3 Scope 00:00:00
4.4 Value to the Business 00:00:00
4.5 Concepts 00:00:00
4.6 Activity-Based Demand Management 00:00:00
4.7 Business Activity Patterns 00:00:00
4.8 Patterns of Business Activity 00:00:00
4.9 User Profile 00:00:00
4.10 Matching UP to PBA 00:00:00
4.11 Demand Modeling 00:00:00
4.12 Managing Demand 00:00:00
4.13 Service Packages 00:00:00
4.14 Triggers, Inputs & Outputs 00:00:00
4.15 Relationships 00:00:00
4.16 Critical Success Factors 00:00:00
4.17 Challenges & Risks 00:00:00
4.18 Summary 00:00:00
5.0 lesson: business relationship management
Business Relationship Management 00:00:00
5.1 Introduction 00:00:00
5.2 Purpose, Goals & Objectives 00:00:00
5.3 Scope 00:00:00
5.4 Business Value 00:00:00
5.5 Policies, Principles & Concepts 00:00:00
5.6 Process Initiation 00:00:00
5.7 Customer 00:00:00
5.8 Service Provider 00:00:00
5.9 Triggers, Inputs & Outputs 00:00:00
5.10 Relationships 00:00:00
5.11 BRM the Lifecycle & Tools 00:00:00
5.12 Service Strategy 00:00:00
5.13 Service Design 00:00:00
5.14 Service Transition 00:00:00
5.15 Service Operation 00:00:00
5.16 Continual Service Improvement 00:00:00
5.17 Critical Success Factors 00:00:00
5.18 Challenges & Risks 00:00:00
5.19 Business Relationship Management Summary 00:00:00
6.0 lesson: service strategy processes summary
Service Strategy Processes Summary 00:00:00
6.1 Service Strategy Processes Summary 00:00:00
6.2 Checkpoint 00:00:00
6.3 Chapter 04 Review 00:00:00
➤ module 05: organizing and sourcing
1.0 lesson: strategy & governance
Strategy & Governance 00:00:00
1.1 Governance 00:00:00
1.2 Setting Strategies, Policies & Plans 00:00:00
1.3 Governance Framework 00:00:00
1.4 Service Strategy & Governance 00:00:00
2.0 lesson: strategy & organization
Strategy & Organization 00:00:00
2.1 Strategy & Organization 00:00:00
2.2 Organizational Development 00:00:00
2.3 Stage 1 – Network 00:00:00
2.4 Stage 2 – Directive 00:00:00
2.5 Stage 3 – Delegation 00:00:00
2.6 Stage 4 – Coordination 00:00:00
2.7 Stage 5 – Collaboration 00:00:00
2.8 Organizational Departmentalization 00:00:00
2.9 Organizational Design 00:00:00
2.10 Organizational Culture 00:00:00
2.11 Generic Roles & Responsibilities 00:00:00
2.12 Service Owner 00:00:00
2.13 Process Owner 00:00:00
2.14 Process Manager 00:00:00
2.15 Process Practitioner 00:00:00
2.16 Service Strategy Roles & Responsibilities 00:00:00
2.17 Strategy Management for IT Services 00:00:00
2.18 IT Steering Group 00:00:00
2.19 IT Director or Service Management Director 00:00:00
2.20 Service Portfolio Management 00:00:00
2.21 Business Relationship Management 00:00:00
2.22 Financial Management 00:00:00
2.23 Demand Management 00:00:00
3.0 lesson: sourcing strategy
Sourcing Strategy 00:00:00
3.1 Sourcing Strategy 00:00:00
3.2 Sourcing Decisions 00:00:00
3.3 Sourcing Structures 00:00:00
3.4 Multi-Vendor Sourcing 00:00:00
3.5 Service Provider Interfaces 00:00:00
3.6 Sourcing Governance 00:00:00
3.7 Critical Success Factors 00:00:00
3.8 Roles & Responsibilities 00:00:00
4.0 lesson: organization & sourcing summary
Organization & Sourcing Summary 00:00:00
4.1 Organizing & Sourcing Summary 00:00:00
4.2 Checkpoint 00:00:00
4.3 Chapter 05 Review 00:00:00
➤ module 06: implementation – vo
1.0 lesson: technology considerations
Technology Considerations 00:00:00
1.1 Socio-technical Systems 00:00:00
1.2 Service Automation 00:00:00
1.3 Service Interfaces 00:00:00
2.0 lesson: implementation
Implementation 00:00:00
2.1 A Top Down Approach 00:00:00
2.2 Implementation Across the Lifecycle 00:00:00
2.3 Set the Implementation Strategy 00:00:00
2.4 Design Service Strategy 00:00:00
2.5 Transition Service Strategy 00:00:00
2.6 Execute (Operate) Service Strategy 00:00:00
2.7 Improve Service Strategy 00:00:00
3.0 lesson: challenges, risks & csfs
Challenges, Risks & CSFs 00:00:00
3.1 Challenges 00:00:00
3.2 Risks 00:00:00
3.3 Critical Success Factors 00:00:00
4.0 lesson: implementation summary
Implementation Summary 00:00:00
4.1 Implementation Summary 00:00:00
4.2 Checkpoint 00:00:00
4.3 Chapter 06 Review 00:00:00
4.4 Course Closure 00:00:00
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