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ITIL® Lifecycle - Service Strategy - SS

The course outline is based on the latest syllabus from the ITIL® Official Accreditor.

Service Strategy Course Syllabus

Course Contents

Introduction to ITIL Intermediate Service Strategy (SS)

Core concepts

  • Purpose and objectives of service strategy
  • Scope of service strategy and value to business

Service strategy and the overall ITIL lifecycle

  • Strategy concepts and practices
  • The context of service strategy in relation to design, transition, operation and continual service improvement
  • Exploring strategic perspectives, plans and positions

ITIL Service Strategy Principles

Deciding on service strategy

  • Defining services
  • Basic approach to deciding a strategy

Utilizing the four Ps of service strategy

  • Perspective
  • Position
  • Plan
  • Pattern

Strategy and opposing dynamics

  • Leveraging the combined use of utility and warranty
  • Defining and creating value
  • Assets: customer, service and strategic
  • Choosing service providers

Meeting business outcomes

  • Outperforming competitors
  • Service economics and sourcing strategies
  • Strategy inputs and outputs within the service lifecycle

Service Strategy Processes

Creating effective service strategies

  • Integrating the five service strategy processes
  • Creating value for the business
  • Strategy execution

Strategy and financial management for IT services

  • Purpose and objectives
  • Describing the process activities

Service portfolio management

  • Identifying process activities, methods and techniques
  • Applying value to business

Demand management

  • Strategies for demand management
  • Profiling, segmentation and service packaging strategies
  • Demand and customer outcomes

Business relationship management

  • Distinguishing triggers, inputs, outputs and interferences
  • Critical success factors and key performance indicators
  • Challenges and risks

Analyzing IT Governance

What is IT governance?

  • How strategy relates to governance
  • Setting strategy
  • Leveraging governance frameworks and bodies to set strategy

Implementing governance

  • Evaluate, direct, monitor
  • Producing a governance framework
  • Distinguishing governance bodies

Technology Considerations

Organizing for service strategy

  • Identifying organizational development
  • Applying organizational departmentalization
  • Deciding organizational design

Technology and service strategy

  • Automating service
  • Analyzing and producing service interfaces

Implementing Service Strategy

  • Developing implementation strategies that follow a lifecycle approach
  • Implementation through the lifecycle
  • Following a lifecycle approach

Critical Success Factors and Risks

  • Providing insight and guidance for strategic challenges, risks and critical success factors
  • Determining the viability of strategic positions and plans
  • Challenges, benefits and risks
  • Types of risks and high-level approaches for mitigating risk

The ITIL® Official Accreditor changes the course syllabus periodically and we as an Accredited Training Organization must keep current with the latest version of the syllabus.  For the latest version of the course syllabus visit the ITIL® Official Site.

Our course is updated as soon as the ITIL® Official Accreditor has made a change to the syllabus to ensure that student is studying the material that is in scope.

Our course is designed to be true to the ITIL® books.  You will learn core ITIL® content.

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