Privée

Ce cours est disponible en session privée ou personnalisée. Il peut être offert à l’un de nos centres de formation ou directement à vos bureaux. Appelez l’un de nos conseillers ou faites une demande de soumission en ligne.

Appelez maintenant au 1 877 624.2344

  • Durée: 3 jours
  • Prix régulier: Sur demande

ITIL® 2011 Service Strategy Certification (SS)

Course Description:

ITIL® is comprised of five core publications: Service Strategy (SS), Service Strategy (SD), Service Strategy (ST), Service Operations (SO) and Continual Service Improvement (CSI). It promotes alignment with the business as well as improvement in operational efficiency. The official ITIL® qualification scheme, owned by AXELOS, describes two streams, the Service Lifecycle Stream and the Service Capability stream:

  • The Service Lifecycle stream focuses on ITIL® practices within the Service Lifecycle context. The prime focus is the Lifecycle itself as well as the processes and practice elements used within it.
  • The Service Capability stream is for those who wish to obtain an in depth understanding of specific ITIL® processes and roles. The primary focus is on process activities, process execution and use throughout the IT Service Lifecycle.
The ITIL® SS (Service Strategy) course is part of the ITIL® Intermediate Lifecycle stream. The course prepares candidates to take the ITIL® Service Strategy Intermediate exam as well as providing valuable knowledge that can be implemented in the workplace. The Service Strategy Certificate is a free-standing qualification but is also part of the ITIL® intermediate lifecycle stream. It is one of the modules that leads to the ITIL® Expert Certificate in IT Service Management (ITSM). The purpose of this module, exam and certificate is, to impart, test, and validate the knowledge on industry practices in IT service management as documented in the ITIL® Service Strategy publication

Delivery Methods

This course may be delivered as part of our public class schedule at one of our facilities, as an onsite private class at your facility, or through our virtual classroom. Customization provides the opportunity to design a tailored training program that supports the organization most effectively while still getting the benefits of Technical & Industry Best Practices training. Our training experts will work closely with you to develop a training program based on your organization’s needs. To inquire about fees and delivery options please visit our website at: www.quintgroup.com

Course and Learning Objectives

This qualification provides a complete management-level overview of Service Strategy including all itsrelated activities: how to design, develop, and implement service management not only as an organizational capability but also as a strategic asset.

Candidates can expect to gain competencies in the following:

  • Introduction to service strategy
  • Service strategy principles
  • Service strategy processes
  • Governance
  • Organizing for service strategy
  • Technology considerations
  • Implementing service strategy
  • Challenges, critical success factors and risks.

In addition the training for this certification includes examination preparation, including a mock examination.

Course Approach

This lifecycle stage focuses on organizing and maintaining Service Strategy. Participants will learn the principles and core elements along with the activities and technology & implementation considerations within this stage of the Service Lifecycle. An interactive approach is used combining lecture, discussion and case study experience to prepare participants for the ITIL® Intermediate Service Strategy certification exam as well as providing valuable practical knowledge that can be rapidly applied in the workplace. The integrated case study deepens the participant’s appreciation of how ITIL® best practices can be applied in order to improve IT performance. Practical assignments are used throughout the course to enhance the learning experience.

Course Student Material

Students will receive an ITIL Service Strategy classroom workbook containing all of the presentation materials, course notes, case study and sample exams.

Concepts Covered

1. COURSE INTRODUCTION

  • Purpose and objectives
  • Scope of Service Strategy
  • Service Strategy Processes
  • Value to the Business
  • Context of Service Strategy

2. PRINCIPLES

  • Basic Approach
  • Strategy and Opposing Dynamics
  • The four P’s
  • Outcomes & Outputs
  • Services, Value, Utility & Warranty
  • Assets – customer, service and strategic
  • Service Providers
  • Defining Services
  • Strategies for customer satisfaction
  • Service Economics
  • Sourcing Strategy
  • Inputs and output with the service live cycle

3. PROCESSES

  • Purpose & Objectives
  • Scope
  • Value to business
  • Policies, principles and basic concepts
  • Activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Critical success factors and key performance indicators
  • Challenges and risks

4. GOVERNANCE

  • Governance
  • Strategy for governance
  • Evaluate, direct, monitor
  • Governance framework
  • What is IT Governance
  • Governance bodies
  • How Service Strategy relates to Governance

5. ORGANIZING

  • Organizational development
  • Organizational departmentalization
  • Organizational design
  • Role of service owner
  • Strategy, portfolio, financial, and demand roles

6. TECHNOLOGY CONSIDERATIONS

  • Service Automation
  • Service Interfaces

7. IMPLEMENTING SERVICE STRATEGY

  • Implementation through the lifecycle
  • Following a lifecycle approach
  • Impact of Service Strategy

8. CHALLENGES, CRITICAL SUCCES FACTORS & RISKS

  • Challenges
  • Risks
  • Critical Succes Factors

Appendices

  • Business case study and exercises
  • Sample Exams
  • Glossary & Acronyms
  • Forms
Languages

These sessions are offered in Dutch, English or in French (FR). The educational material and exam are in English only.

Legal notesThe ITIL® courses on this page are offered by ES3I, Affiliate of Quint Wellington Redwood, which is an ATO of AXELOS Limited. ITIL® is a registered trade mark of AXELOS Limited. All rights reserved
About Quint

Quint Wellington Redwood is a leading global independent boutique consulting firm dedicated to resolving IT-related organizational challenges. Operating in more than 49 countries and across four continents, Quint provides sourcing advisory, benchmarking, IT governance, IT service management, lean IT and architecture & security services to leading organizations from all industries, creating and implementing best practices worldwide. Quint was founded to help organizations get more out of IT; not by adding more or new technology, but simply by managing IT better. In its mission of “Dare to Challenge” Quint challenges itself and its clients to implement changes that deliver true results, outperform the competition and create a measurable return on investment. Quint’s vision is to reinvent not only its clients’ organizations, but also the consulting and education industry themselves. Quint provides solution providers and end-user organizations with the latest and best solutions in training and in courseware. Every year over 17,000 individuals choose Quint to fulfill their education needs. Our experienced instructors are recognized as thought leaders and for their outstanding teaching skills. Every Quint instructor has achieved the highest certification in their field of expertise and has undergone a rigorous internal certification before teaching a course. With our global reach you can be assured that, regardless of location, you will be receiving a consistent world-class education tailored to meet your needs.

Savoir s’entourer des meilleurs

Catherine Edgar
Gestionnaire de projets et formatrice en gestion de projet
Catherine se démarque par son dynamisme, mais aussi par son approche concrète et pragmatique.
Nathalie Gosselin
Nathalie Gosselin
VP Stratégie et opérations
Nathalie a accompagné diverses entreprises du Québec et de la France dans le cadre de démarrages et de repositionnements, dans des contextes fortement touchés par le développement technologique et la révolution numérique.
Nathalie Carey
Formatrice et conseillère d'affaires - performance et transformation
Curieuse et toujours en recherche de solutions, Nathalie aime innover avec ses clients afin de les propulser vers le futur. 
Louis-Charles Gauthier
Formateur et conseiller en analyse d’affaires
Communicateur très efficace, Louis-Charles saura vous aider à établir les meilleures pratiques de gestion et d’analyse au sein de votre entreprise.