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  • ITIL Intermediate Service Strategy (3 Day)

ITIL® Intermediate; Service Strategy (3 Day)


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Quick Overview

This course is aimed at individuals who have attained the ITIL Foundation certificate in Service Management and who wish to advance to higher level ITIL certifications. It will give delegates a detailed understanding of the ITIL Service Strategy phase of the ITIL core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation.


The ITIL Intermediate Certificate in Service Strategy forms part of the Life-cycle series of Intermediate certification modules, which can be taken as stand-alone qualifications or with a view to amassing sufficient credits to gain the ITIL Service Management Expert qualification. It will give candidates a deep level of understanding of Service Strategy processes and roles.

This course is intended to enable delegates with a Foundation-level knowledge of IT Service Management to apply good practice in processes pertaining to the Service Strategy lifecycle phase. The course is interactive, combining presentation sessions and group exercises, with plenty of opportunity for questions and discussion. On completion of the course and the required personal study, delegates will be able to sit the ITIL Intermediate examination in Service Strategy worth 3 credits.

Individuals who may find this course of interest include IT professionals working within or about to enter a Service Strategy environment and requiring a detailed understanding of the processes, functions and activities involved, as well as those who are seeking the ITIL Expert qualification in IT Service Management.

What Are The Course Objectives?

The key objectives of this course are to enable participants to:

  • Understand the importance of Service Management as a Practice
  • Lead discussions on Service Strategy
  • Define Services and Market Spaces
  • Conduct strategic analyses
  • Apply Financial Management and manage demand
  • Understand how to drive strategy through the Service Life-cycle; and Understand and analyse challenges, Critical Success Factors and risks related to Service Strategy

Course Content:

1. Introduction to Service Strategy

  • - Purpose, Goals and Objectives
  • - Scope of Service Strategy
  • - Interfaces with Other Life-cycle Phases
  • - Service Strategy and Business Value

2. Leading Service Strategy Discussions

  • - Value Creation within the Service Life-cycle
  • - Differentiation and Strategic Advantage
  • - Capabilities and Resources

3. Defining Services and Market Spaces

  • - Service Definition
  • - Customer and Service Assets and Business Outcomes
  • - Utility and Warranty
  • - Identifying Service Opportunities
  • - Visualising Services

4. Conducting Strategic Analysis

  • - Strategic Assets
  • - Service CSFs
  • - Service Alignment
  • - Pattern and Trend Analysis

5. Applying Financial Management

  • - Service Valuation
  • - Financial Modelling
  • - Business Impact Analysis
  • - Funding the Service Portfolio and ROI
  • - Service Portfolio Management

6. Managing Demand

  • - Challenges and Opportunities
  • - High-Level Strategy for Demand Management
  • - Demand Profiling
  • - Core Service Packages
  • - Service Level Packages
  • - Product Manager Role
  • - Business Relationship Manager Role

7. Driving Strategy through the Service Life-cycle

  • - Service Strategy in the Context of the Service Life-cycle
  • - Policies and Constraints for Service Design
  • - Service Transition Requirements
  • - The Service Catalogue and Service Operation
  • - Opportunities for Improvement

What examinations are taken on the course?

ITIL® Service Strategy Exam: 90 Mins, closed book, Eight complex multiple-choice questions choice questions

Additional Information

Course Type Intermediate Master PRINCE2PST3.0/Flexi

SPOCE delivers accredited training courses across the country. The following is a list of SPOCE's training venues. Residential accommodation (A) can be arranged at our Bournemouth venue. Refreshments (R) are provided at all venues. Lunch (L) is also provided at all venues except London.

Birmingham (L,R) - Hallmark Hotel - Strathallan, 225 Hagley Road, Edgbaston, Birmingham, West Midlands, B16 9RY

Bournemouth (A,L,R) - Hallmark - West Cliff, Durley Chine Road, Bournemouth, Dorset, BH2 5JS

Fareham (R) - IPSO, Forum 3, Solent Business Park, Whiteley, Fareham, Hampshire, PO15 7FH

Fleet (L,R) - GBS Corporate, Ancells Business Park, Oakmere, Barley Way, Fleet, Hampshire GU51 2UT

Leeds (L,R) - Jurys Inn, Brewery Place, Brewery Wharf, Leeds, West Yorkshire LS10 1NE

London (R) - SPOCE, 2nd Floor, New London House, 6 London Street, London, EC3R 7LP

Manchester (L,R) - Cheadle House, Royal Crescent, Cheadle, Stockport, SK8 3FS

Nottingham (L,R) - Eastwood Hall, Mansfield Road, Eastwood, Nottingham, NG16 3SS

Oxford (L,R) - Oxford Witney Four Pillars, Olney House, Ducklington Lane, Witney, Oxfordshire, OX28 4EX

Southampton (L,R) - The Learning Centre, 14 Annealing Close, Eastleigh, Hants, SO50 9PX

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