ITIL® Intermediate SS

ITIL® Intermediate SS Course :

Online Self Learning

30 Days Access Duration

Online Self Learning

180 Days Access Duration

ITIL Intermediate SS : Service Strategy

The Service Strategy (SS) module is one of the qualifications within the ITIL® Service Lifecycle category of the ITIL® Intermediate level. The certification demonstrates the candidate’s knowledge of designing, developing, and implementing service provider strategy that aligns to the organizational strategy.

Our training programme for the ITIL® Intermediate SS Module includes both online and classroom training. The courseware has been approved by APMG and CSME and includes quizzes and sample test papers.

The SS module focuses on the importance of the service strategy within the IT service lifecycle enables candidates to identify the risks and success factors of IT services. Expand your market reach by gaining extensive knowledge from the ITIL® Intermediate SS Training.

Key Features :

12 Hrs of High Quality e-Learning content
10 Chapter-end Quizzes
Highest Passrate
Courseware Approved by APMG, CSME
ITIL® Intermediate SS Exam Fee Included

30 PDUs offered
2 ITIL Intermediate SS Sample Test Papers
Downloadable E-book Included
Course Completion Certificate

Course Structure :

Learning Unit 00 - Introductory Lesson

Learning Unit 01 - Introduction to Service Strategy

Learning Unit 02 - Service Management as a Practice

Learning Unit 03 - Service Strategy Principles

3.1 Learning Unit 03 – Service Strategy Principles
3.2 Learning Unit Objectives
3.3 Fundamental Aspects of Strategy
3.4 The Four P’s of Strategy
3.5 Four P’s of Strategy Cont
3.6 Four P’s of Strategy Cont
3.7 Strategic Plans results in patterns
3.8 Customer and Services
3.9 Types of IT Services (Internal and External Services)
3.10 Core, Enabling, or Enhancing Services
3.11 Value Characteristics
3.12 Customer’s Perception of Value
3.13 Value Added and Value realized
3.14 “Value Added” to “Value realized
3.15 Effects of Utility and Warranty on Service
3.16 Combined effects of Utility and Warranty
3.17 Value of a Service in terms of return on asset for customer
3.18 Utility and Warranty – Communicating Utility
3.19 Utility and Warranty – Communicating Warranty and Combined effects
3.20 Customer Assets, Service Assets and Strategic Assets
3.21 Service Management Optimizes the performance of service asset
3.22 How Service Management Enables Business Outcomes
3.23 How Service Provider Enables a Business Unit’s Outcomes
3.24 Customer Assets, Service Assets and Strategic Assets
3.25 Service Providers – Types I, II and III – Internal(I), Shared(II) and External Service Providers (III)
3.26 Service Provider – Type II provider
3.27 Service Provider – Type III Providers
3.28 How to define Service Steps
3.29 How to define Service – Steps Cont
3.30 Strategies for Customer Satisfaction – Kano Model
3.31 The Kano Model and Service Attributes
3.32 Service Economic dynamics (External Service Providers)
3.33 Service Economic dynamics (Internal Service Providers)
3.34 Return on Investment
3.35 ROI – Different Considerations
3.36 Return on Investment – Business Case
3.37 Pre – Programmed ROI(Techniques for quantitatively analyzing an investment in service management)
3.38 Return on Investment – Pre – Programmed ROI – NPV decisions
3.39 Service Economics Return on Investment – Pre – Programmed ROI – NPV decisions
3.40 Post – Programmed ROI (Techniques for retro actively analyzing an investment in Service mgnt)
3.41 Post Programmed ROI Forecast Analysis
3.42 Service Economics : Business Impact Analysis (BIA)
3.43 Sourcing Strategy : Sourcing Structures
3.44 Sourcing Strategy : Multi – Vendor Sourcing
3.45 Sourcing Strategy : Service – Provider Interfaces (SPI
3.46 Sourcing Strategy : Sourcing Governance
3.47 Service Structures in the Value Network
3.48 Service Structures in the Value Network – Using Value Network
3.49 Inputs from other Lifecycle’s
3.50 Outputs to other Lifecycle’s
3.51 Recommended Approaches
3.52 Critical Success Factors
3.53 Summary
3.54 Exercises
3.55 Exercise 1 : Identify fields from “1-6” and Elaborate the Importance of SKMS
3.56 Exercise 2 : Identify Value Characteristics
3.57 Quiz

Learning Unit 04 - Service Strategy Processes

4.1 Learning Unit 04 – Service Strategy Processes
4.2 Learning Unit 4.1 – Strategy Management For IT Services
4.3 Learning Unit Objectives
4.4 Purpose and Objectives
4.5 Scope and Value
4.6 The Scope of Strategy Management Process
4.7 Strategic Analysis of Customer Portfolio
4.8 Process Flow for Strategy Management
4.9 Process Flow for Strategy Management
4.10 Strategic Assessment
4.11 Steps for Strategic Assessment
4.12 Strategy Generation – Evaluation and Selection
4.13 Strategy Execution
4.14 Activities – Strategy Execution
4.15 Measurement and Evaluation
4.16 Strategy Management for Internal IT Service Providers
4.17 Strategy Management for Internal IT Service Providers
4.18 Information Management – Overview of the main sources
4.19 Inputs and Outputs
4.20 Triggers and Interfaces
4.21 Critical Success Factors (CSFs) and Key Performance Indicators (KPIs)
4.22 Challenges
4.23 Risks
4.24 Summary
4.25 Learning Unit 4.2 – Service Portfolio Management
4.26 Learning Unit Objectives
4.27 Service Portfolio Management
4.28 Service Portfolio Management
4.29 Key Concepts
4.30 Key Concepts Cont
4.31 Key Concepts Cont
4.32 Service Portfolio and Service Catalogue
4.33 Service Portfolio and Service Catalogue
4.34 Key Concepts Cont
4.35 Key Concepts Cont
4.36 Process Activities – 4 Main Phases
4.37 Process Activities – 4 Main Phases
4.38 Process Activities – Process Initiation
4.39 Process Activities Define
4.40 Process Activities Analyses
4.41 Prioritizing Service Investments
4.42 Value – To Cost
4.43 Process Activities Approve
4.44 Process Activities – Service Charter
4.45 Process Activities – Service Charter
4.46 Process Activities, Methods and Techniques
4.47 Triggers
4.48 Inputs, Outputs and Interfaces
4.49 Information Management
4.50 Critical Success Factors and KPI’s
4.51 Challenges
4.52 Risks
4.53 Summary
4.54 Learning Unit 4.3 – Financial Management for IT Services
4.55 Learning Unit Objectives
4.56 Financial Management for IT Services
4.57 Financial Management for IT Services
4.58 Financial Management for IT Services – Value to Business
4.59 Enterprise Financial Management Policies
4.60 Compliance
4.61 Major Inputs, Outputs and Activities of Financial Management for IT Services
4.62 Major Inputs
4.63 Major Outputs
4.64 Process Activities, Methods and Techniques Accounting
4.65 Accounting : Cost Models
4.66 Cost Models – Cost by IT Organization Model
4.67 Cost By Service
4.68 Cost Models – Cost by Service
4.69 Cost By Customer, Cost By location
4.70 Cost by Customer and Cost by location
4.71 Hybrid Cost Models
4.72 Cost Model – Hybrid Cost Model
4.73 Accounting : Cost Centre’s and Cost Units
4.74 Accounting : Cost Types and Cost Elements
4.75 Accounting : Cost Classification
4.76 Accounting – Activities – Chart Of Accounts, Analysis, Reporting and Action Plans
4.77 Process Activities, Methods and Techniques Budgeting
4.78 Budgeting Activities
4.79 Process Activities, Methods and Techniques Charging
4.80 Charging Activities
4.81 Inputs, Outputs, Triggers
4.82 Interfaces
4.83 Information Management
4.84 Critical Success Factors and Key Performance Indicators
4.85 Challenges
4.86 Risks
4.87 Summary
4.88 Learning Unit 4.4 – Demand Management
4.89 Learning Unit Objectives
4.90 Purpose and Objectives
4.91 Scope
4.92 Value to Business
4.93 Demand Management Activities
4.94 Difference between Demand Management and Capacity Management
4.95 Supply and Demand Correlation
4.96 Demand Management through the Lifecycle
4.97 Sources of Demand Forecasting
4.98 Patterns of Business Activity
4.99 User Profiles, Activity Based Demand Management
4.100 Activity Based Demand Management Examples
4.101 Process Activities, Methods and Techniques
4.102 Inputs and Outputs
4.103 Interfaces
4.104 Interfaces Cont
4.105 Triggers
4.106 CSF and KPI’s
4.107 Challenges and Risks
4.108 Summary
4.109 Learning Unit 4.5 – Business Relationship Management
4.110 Learning Unit Objectives
4.111 Purpose – Two Fold
4.112 Objectives
4.113 Scope
4.114 Value to Business
4.115 Relationship with other Service Management Processes
4.116 Business Relationship Management Vs Business Relationship Manager
4.117 Customer Portfolio
4.118 Conflicts – Customers and Users
4.119 Service Requirements
4.120 Business relationship management activities
4.121 Nature of the Business Relationship Management Process
4.122 BRM Process through the life cycle
4.123 Interfaces – Life cycle
4.124 Triggers
4.125 Inputs
4.126 Outputs
4.127 Interfaces – Other Processes
4.128 Information Management
4.129 CSF and KPI’s
4.130 Challenges
4.131 Risks
4.132 Summary
4.133 Exercises
4.134 Exercise 1 : Demand Management Activities
4.135 Exercise 2 : Challenges – Strategy Mangement for IT Services
4.136 Quiz

Learning Unit 05 - Service Strategy, Governance, Architecture and ITSM Implementation Strategies

Learning Unit 06 - Organizing for Service Strategy

Learning Unit 07 - Technology Considerations

Learning Unit 08 - Implementing Service Strategy

Learning Unit 09 - Challenges, Critical Success Factors and Risks

Learning Unit 10 - Summary and Directed Studies

Learning Objectives :

At the end of training in ITIL® Intermediate SS training, you will be able to:

Understand the purpose, principles and processes in service strategy
Explain governance in terms of service strategy
Identify how to organize for service strategy
Define the technological considerations in service strategy
Explain the implementation of service strategy
Identify challenges, critical success factors and risks

Target Audience :

The ITIL® Intermediate Service Strategy qualification is best suited for professionals working in IT management, IT Finance Management, and Supplier Relationship Management. Some of the roles who can take up this qualification include:

Chief information officers (CIOs)
Chief technology officers (CTOs)
Service designers
IT architects
IT planners
IT consultants
IT audit managers
IT security managers

It can also be taken by:

ITSM® (IT Service Management) trainers,
IT professionals associated with strategic planning, execution and control within a service setting,
ITIL® Foundation certified individuals wanting to advance to higher levels in ITIL®, and Individuals requiring an in-depth knowledge of the ITIL® service strategy as part of the ITIL® Service Lifecycle.

The SS module can be one of the prerequisites for the ITIL® Expert and Master Levels in IT Service Management.

ITIL® Intermediate SS

ITIL® Intermediate SS Course :

Online Self Learning

30 Days Access Duration

Online Self Learning

180 Days Access Duration

ITIL Intermediate SS : Service Strategy

Key Features :

12 Hrs of High Quality e-Learning content

10 Chapter-end Quizzes

Highest Passrate

Courseware Approved by APMG, CSME

ITIL® Intermediate SS Exam Fee Included

30 PDUs offered

2 ITIL Intermediate SS Sample Test Papers

Downloadable E-book Included

Course Completion Certificate

Course Structure :

Learning Objectives :

Target Audience :

Exam Format :

FAQs :

Course Duration

30 Days

12 Hrs of High Quality e-Learning content

2 ITIL Intermediate SS Sample Test Papers

30 PDUs offered

30 Access Days

Course Duration

180 Days

12 Hrs of High Quality e-Learning content

2 ITIL Intermediate SS Sample Test Papers

30 PDUs offered

180 Access Days

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