ITIL Intermediate Course: SS Student Handbook (Workbook_r3.2.0)

ITpreneurs™ Service Management

WORKBOOK

Service Strategy release 3.2.0 ITIL® Intermediate

Sample

Mate

rial -

Not for

Rep

rint

www.ITpreneurs.com

Copyright © 2012 ITpreneurs. All rights reserved

Copyright Copyright and Trademark Information for Partners/Stakeholders. ITIL® is a registered trademark of the Cabinet Office. IT Infrastructure Library® is a registered trade mark of the Cabinet Office. The Swirl logo™ is a trade mark of the Cabinet Office. All contents in italics and quotes is from the ITIL® Service Lifecycle Suite © Crown copyright 2011 Reproduced under licence from the Cabinet Office. All other text is based on Cabinet Office ITIL® material. Reproduced under licence from the Cabinet Office.

Copyright © 2012 ITpreneurs. All rights reserved. Please note that the information contained in this material is subject to change without notice. Furthermore, this material contains proprietary information that is protected by copyright. No part of this material may be photocopied, reproduced, or translated to another language without the prior consent of ITpreneurs Nederland B.V. The language used in this course is US English. Our sources of reference for grammar, syntax, and mechanics are from The Chicago Manual of Style, The American Heritage Dictionary, and the Microsoft Manual of Style for Technical Publications.

ITIL Service Strategy, Classroom course, release 3.2.0

More on: http://www.itil-officialsite.com/IntellectualPropertyRights/TrademarkLicensing.aspx

Sample

Mate

rial -

Not for

Rep

rint

Contents

i

List of icons v

List of Activities vi

GenerAL trAininG tips nA

AcknowLedGements ix

foLLow us

course introduction 1

Introductions 2

Course Introduction 2

Course Learning Objectives 2

Unique Nature of The Course 2

Course Qualification Scheme 2

Course Agenda and Exam Details 2

course AGendA

ITIL Intermediate Classroom Course 2

ITIL Intermediate Expert Program Course 4

ITIL Intermediate Classroom Blended Course 5

ITIL Intermediate Virtual Classroom Blended Course 6

unit 1: introduction to service strAteGy 7

1.1 Purpose and Objectives 8

1.2 Scope of Service Strategy 8

1.3 Value to The Business 8

1.4 Relationship With Other Lifecycle Phases 8

1.5 Group/Individual Exercise 8

unit 2: service strAteGy principLes 9

2.1 Basic Approach to Deciding a Strategy 10

2.2 Strategy and Opposing Dynamics and Outperforming Competitors 10

2.3 The Four Ps of Service Strategy 10

2.4 Services and Value 10

2.5 Utility and Warranty of Services 10

2.6 Customer Assets, Service Assets, and Strategic Assets 10

2.7 Service Providers – Types and Choosing Between Them 11

Sample

Mate

rial -

Not for

Rep

rint

ii

2.8 Defining Services 11

2.9 Strategies for Customer Satisfaction 11

2.10 Service Economics 12

2.11 Sourcing Strategy 12

2.12 Strategy Inputs and Outputs With The Service Lifecycle 12

unit 3: service strAteGy processes 13

3.1 Strategy Management for IT Services 14

3.2 Service Portfolio Management 14

3.3 Financial Management for IT Services 14

3.4 Demand Management 14

3.5 Business Relationship Management 14


3.7 Sample Test Questions 16

unit 4: GovernAnce 19

4.1 Governance 20

4.2 Strategizing for Governance 20

4.3 The Governance Framework 21

4.4 IT Governance 21

4.5 Governance Bodies 21

4.6 Relationship of Service Strategy With Governance 21


unit 5: orGAnizinG for service strAteGy 23

5.1 Organizational Development 24

5.2 Departmentalization Organization 25

5.3 Organizational Design 25

5.4 Service Owner and Business Relationship Manager 25

5.5 Other Roles 26

unit 6: technoLoGy considerAtions 27

6.1 Service Automation 28

6.2 Service Interfaces 28

unit 7: impLementinG service strAteGy 29

7.1 Implementation through The Lifecycle 30

7.2: Following The Lifecycle Approach 30

7.3 Impact of Service Strategy on Other Lifecycle Phases 30


unit 8: chALLenGes, criticAL success fActors, And risks 31

8.1 Challenges 32

8.2 Risks 32

8.3 CSFs 32

8.4 Sample Test Question 32

Sample

Mate

rial -

Not for

Rep

rint

iii

unit 9: exAm prepArAtion Guide 35

9.1 Mock Exam 1 37

9.2 Mock Exam 2 56

Appendix A: CASE STUDY 75

Appendix B: MIND MAP EXCERCISE (REfER To STUDENT REfERENCE MATERIAl) NA

Appendix c: GloSSARY (REfER To STUDENT REfERENCE MATERIAl) NA

Appendix d: SYllABUS (REfER To STUDENT REfERENCE MATERIAl) NA

Appendix e: ANSwERS 89

Appendix f: DIAGRAMS (MACRo VIEw) (REfER To STUDENT REfERENCE MATERIAl) NA

Appendix G: RElEASE NoTES (REfER To STUDENT REfERENCE MATERIAl) NA

student feedBAck form 127

Sample

Mate

rial -

Not for

Rep

rint

This

page

has b

een l

eft bl

ank i

ntenti

onall

y

Sample

Mate

rial -

Not for

Rep

rint

Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved. v

List of icons

Refers to content that is meant for the instructor to lecture in class

Refers to content that is meant for the student to read on his/her own in class or at home

Refers to information items that are not covered by the instructor in class but help the student understand a particular topic in detail

Refers to a Scenario-Based Activity that the student must do in class or as homework after the completion of a topic or in between a topic

Refers to items or contents that are given in a step-by-step-instruction or checklist format

Refers to an important snippet of information that the instructors should remember to touch upon while conducting an activity or during a lecture

Refers to the simplification of content that was previously difficult to understand or confusing

Refers to an extra piece of information that is not very important but still good to know

Refers to light, conversational snippets of information or that the instructor can use in class to break the monotony of a serious and tedious lecture

Refers to general-knowledge-based information that the instructor can use to provide relief to students during a serious or tedious classroom lecture

Refers to space for the students to take notes

Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.A Member of Simeka Business Group

Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.

Sample

Mate

rial -

Not for

Rep

rint

Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.vi

List of ActivitiesThis course uses a variety of delivery techniques. Each of these techniques is designed to help students not only learn the material but also apply the information. The various techniques used are:

Activity

descriptionGenerally, the instructor asks students to fill up a blank diagram or to answer given questions in their Workbook.

Brainstorm

descriptionThis promotes collaborative learning, where the group is encouraged to offer up ideas without analysis and to then finalize the solution after brainstorming.

compare and contrast

descriptionThe class compares and lists the similarities and differences between two concepts or processes.

concept Jog

descriptionThe instructor asks a “Rapid-Fire” round of questions to students. The instructor and students discuss the answers in 2 minutes.

critical thinking

descriptionThe students think about a given question(s), write their responses, and present their views in class.

discussion

descriptionThe instructor poses questions to guide the students through complex subjects. The discussion assists the students in comprehending complicated topics.

Lecture

descriptionThis is a traditional method of instruction but is done from the Instructor Guide, not from the PowerPoint presentation. The students are encouraged to follow along in their Student Reference Materials.

Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved. Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved. Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved. Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.A Member of Simeka Business Group

Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved. Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved. Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved. Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved. Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.

Sample

Mate

rial -

Not for

Rep

rint

Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved. vii

mind map

descriptionThe class draws a stepwise list of activities/phases/functions or web of content, for example, processes, functions, activities, steps, and so on. The idea is to map one idea in relation to other ideas, to understand whether or not the students have understood a concept properly.

recall, describe, and List

descriptionThe class lists as many ideas on or the key points of a previously learned topic, either in the Foundations course or through the course materials.

role-play

descriptionThe instructor and the students play different roles. The instructor assigns roles to the students based on real-life situations/problems and asks them to act out their roles in a problem situation. The students give their views of/solutions to the situation/problem, per the specific roles assigned to them. Role-reversal can also take place where the students act as the instructor and teach the class.

round-robin

descriptionThis is similar to a discussion, except that the conversation goes from one student to the next, and each student must offer up an idea or a concept.

scenario

descriptionReal-world cases are used to provide context to apply the ITIL framework. These are particularly valuable when the students are developing a consultative view of a situation and selecting what aspect of ITIL will meet the needs of the scenario.

self-study

descriptionThis is usually used for supplemental material after a topic has been covered. It is also used to create diversification of teaching techniques in order to keep students engaged.

solve a common problem/risk mitigation

descriptionThe class is divided into two groups. Each group notes down a brief, “topic-related” problem. The groups then quiz each other about “how to solve” the given problem.

teach-Back

descriptionThis encourages greater retention of topics through self-study and preparation, to teach the concepts back to fellow classmates. The instructor plays a key role to ensure that the teach-back session reflects the appropriate content.



Sample

Mate

rial -

Not for

Rep

rint

Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.viii

the Big “why”

descriptionThe instructor asks “The Big ‘Why’” questions to introduce a <concept/topic/idea> to class. The instructor conducts this activity in a conversational or less formal manner and provides a gist of the entire course/topic(s)/subtopic(s).

think-pair-share

descriptionThe instructor asks the class a question. The students then pair up with a partner to compare or discuss their responses. The instructor calls randomly on a few students to summarize their discussion or give their answer.



Sample

Mate

rial -

Not for

Rep

rint

Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved. ix

We would like to sincerely thank the experts who have contributed to and shaped ITpreneurs’ ITIL Intermediate product suite.

itpreneurs’ course reviewers Anessi, Ray - Pangloss Group

Costigan, Michael D - CSC

Mohr, Julie - Blue Print Audits

Vikdal, Mike - Independent

Wigmore, Michael - Independent

Per Ivar Lillebraten - Ciber

Fatih Celen – Impetus Consulting

Michale D Costigan - CSC

itpreneurs’ course exercise writersFoederer, Marcel - ITpreneurs

Mohr, Julie - Blue Print Audits

Vikdal, Mike - Independent

Wigmore, Michael - Independent

Julie Mohr – Blue Print Audits

AcknowLedGements



Sample

Mate

rial -

Not for

Rep

rint

This

page

has b

een l

eft bl

ank i

ntenti

onall

y



Sample

Mate

rial -

Not for

Rep

rint

www.ITpreneurs.com

Copyright © 2012 ITpreneurs. All rights reserved

Follow us

Before you start the course, please take a moment to:

“Like us” on Facebook http://www.facebook.com/ITpreneurs

“Follow us” on Twitter http://twitter.com/#!/ITpreneurs

"Add us in your circle" on Google Plus http://gplus.to/ITpreneurs

"Link with us" on Linkedin http://www.linkedin.com/company/ITpreneurs

"Watch us" on YouTube http://www.youtube.com/user/ITpreneurs

Sample

Mate

rial -

Not for

Rep

rint

This

page

has b

een l

eft bl

ank i

ntenti

onall

y

Sample

Mate

rial -

Not for

Rep

rint

Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved. 1

Course Introduction



Sample

Mate

rial -

Not for

Rep

rint

ITIL Intermediate Certification Level | Service Strategy

Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.2

introductionsThere is no activity for this topic.

course introductionThere is no activity for this topic.

course LeArninG oBJectivesThere is no activity for this topic.

uniQue nAture of the courseThere is no activity for this topic.

course QuALificAtion schemeThere is no activity for this topic.

course AGendA And exAm detAiLsCourse Agenda

ITIL Intermediate Classroom Course

Day1 service strategyunit subject start end total time

(in hours)

Course Introduction 08:00 08:30 00:30

1 Introduction to Service Strategy 08:30 09:00 00:30

2 Service Strategy Principles 09:00 12:00 03:00

LUNCH 12:00 01:00 01:00

2 Service Strategy Principles 01:00 05:00 04:00

Homework (review of day's material) 01:00

TOTAL 10:00

total – (less lunch & homework) 08:00

note: reading the case studyThe case study used for activities in this course can be found in Appendix A of the Instructor Guide and Student Reference Material. It is recommended that you read through the case study during the first break. This will enhance your understanding of the scenarios used for the activities.

remark: Students may choose to read the “nonessential” section of the case study as well, for more-detailed insight into the Royal Chao Phraya hotel and its staff.



Sample

Mate

rial -

Not for

Rep

rint

Student | ITIL Intermediate Certification Level | Course Introduction


note: personal study recommendation for studentsThe Service Strategy syllabus recommends 21 hours of personal study in addition to the assigned classroom time.

The content to support such personal study for this course has been provided in the Student Reference Material. We would like to recommend that you take time after class each day to read through the sections covered in class that day. This would refresh your memory and reinforce the concepts learned in class.

remark: While this would significantly contribute to the student’s learning, it is not mandatory.


(in hours)

3 Service Strategy Processes 08:00 12:00 04:00

LUNCH 12:00 01:00 01:00

3 Service Strategy Processes 01:00 03:30 02:30

4 Governance 03:30 05:00 01:30


TOTAL 10:00



(in hours)

5 Organizing for Service Strategy 08:00 09:00 01:00

6 Technology Considerations 09:00 10:15 01:15

7 Implementing Service Strategy 10:15 12:00 01:45

LUNCH 12:00 01:00 01:00

8 Challenges, Critical Success Factors, and Risks 01:00 02:15 01:15

9 Exam Preparation / Mock Exam 02:15 03:30 01:15

Exam 03:30 05:00 01:30

TOTAL 09:00

Total – (less lunch & exam) 06:30

totAL contAct hours 22.5 hrs



Sample

Mate

rial -

Not for

Rep

rint



Course Agenda

ITIL Intermediate Expert Program Course

Day1 service strategy *All times in hours

Unit Subject Start End Time*


1 Introduction to Service Strategy (incl. 30-min RECAP) 08:30 09:30 01:00

2 Service Strategy Principles (incl. 90-min RECAP) 09:30 11:30 02:00

3 Service Strategy Processes (incl. 30-min RECAP) 11:30 12:00 00:30

LUNCH 12:00 01:00 01:00


4 Governance (incl. 30-min RECAP) 04:00 05:00 01:00


totAL 10:00




5 Organizing for Service Strategy (incl. 30-min RECAP) 08:00 09:00 01:00

6 Technology Considerations (incl. 45-min RECAP) 09:00 10:00 01:00

7 Implementing Service Strategy (incl. 30-min RECAP) 10:00 11:30 01:30

8 Challenges, Critical Success Factors, and Risks (incl. 30-min RECAP) 11:30 12:00 00:30

LUNCH 12:00 01:00 01:00


totAL 06:00

total – (less lunch) 05:00

totAL contAct hours13

hours



Sample

Mate

rial -

Not for

Rep

rint

Student | ITIL Intermediate Certification Level | Course Introduction


Course Agenda

ITIL Intermediate Classroom Blended Course







LUNCH 12:00 01:00 01:00




totAL 10:00








LUNCH 12:00 01:00 01:00


totAL 06:00



hours



Sample

Mate

rial -

Not for

Rep

rint



Course Agenda

ITIL Intermediate Virtual Classroom Blended Course







LUNCH 12:00 01:00 01:00




totAL 10:00








LUNCH 12:00 01:00 01:00


totAL 06:00



hours

Each Cup represents one break.



Sample

Mate

rial -

Not for

Rep

rint


Unit1Introduction to Service Strategy



Sample

Mate

rial -

Not for

Rep

rint



1.1 purpose And oBJectivesThere is no activity for this topic.

1.2 scope of service strAteGyThere is no activity for this topic.

1.3 vALue to the BusinessThere is no activity for this topic.

1.4 reLAtionship with other LifecycLe phAses There is no activity for this topic.

1.5 Group/individuAL exercise

ActivityQ1. work with a partner and identify at least one way that service strategy impacts each of the

other phases of the service Lifecycle — service design, service transition, service operation, and csi — in their organization.

write your answer in the space provided.

Answer:



Sample

Mate

rial -

Not for

Rep

rint


Unit2Service Strategy Principles



Sample

Mate

rial -

Not for

Rep

rint



2.1 BAsic ApproAch to decidinG A strAteGyThere is no activity for this topic.

2.2 strAteGy And opposinG dynAmics And outperforminG competitors There is no activity for this topic.

2.3 the four ps of service strAteGyThere is no activity for this topic.

2.4 services And vALue

Activityfill up the blank spaces in the diagram.

2.5 utiLity And wArrAnty of servicesThere is no activity for this topic.

2.6 customer Assets, service Assets, And strAteGic AssetsThere is no activity for this topic.



Sample

Mate

rial -

Not for

Rep

rint

Student | ITIL Intermediate Certification Level | Service Strategy Principles


2.7 service providers – types And choosinG Between them

discussionQ1. how do customers choose between the types of services?

write your answers in the space provided.

Answer:

2.8 defininG servicesThere is no activity for this topic.

2.9 strAteGies for customer sAtisfActionThere is no activity for this topic.



Sample

Mate

rial -

Not for

Rep

rint



2.10 service economicsThere is no activity for this topic.

2.11 sourcinG strAteGyThere is no activity for this topic.

2.12 strAteGy inputs And outputs with the service LifecycLe

ActivityQ2. List the inputs and outputs of service strategy to the other Lifecycle phases.

write your answers in the space provided.

Answer:



Sample

Mate

rial -

Not for

Rep

rint

Documents

ITIL Intermediate Course: SS Student Handbook (Workbook_r3.2.0)