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Visit www.theitsmhub.com.au email [email protected] or call 1300 424 025 for more information.
© Pink Elephant Inc., 2012. .
ITIL® Lifecycle: Service Strategy Official ITIL Lifecycle Certification
Course Overview
This comprehensive four-day official ITIL lifecycle certification course will provide you with the knowledge and management principles required to formulate IT service strategy and the organisational capability to provide the vision and forward direction for Service Management. Attend this course to understand a practical approach to the processes and functions required to move an IT organisation from a focus on technology to a strategic approach to managing the Service Portfolio and the ITIL processes necessary to deliver value to the business.
What You Will Learn
Understand and apply the following core Service Strategy principles: o Dynamics and forces impacting IT
management o Defining services and how services can
deliver value to the customer market spaces
o The impact of external markets, customer requirements and continual service improvement on the Service Strategy
o Organisation structures and provider types supporting an IT Value Network
o Defining and managing the relationship between business and IT services and the demand for those services
o Defining customer value creation o Defining and managing IT financial
measures for success o The strategic benefits of service based
costing and recovery
o Conducting strategic assessments and dealing with market uncertainty
o A practical approach to creating a Service Management strategy
Review of Service Strategy processes, and their associated roles, responsibilities, challenges, risks and critical success factors, including: o Strategy Management for IT Services o Service Portfolio Management o Financial Management o Demand Management o Business Relationship Management
Driving strategy through the Service Lifecycle
How to measure Service Strategy and create return on investment
Take-Aways
Acquire the knowledge and management principles needed to formulate IT service strategy and the organisational capability to provide the vision and forward direction for Service Management
Develop an IT Service Strategy aligned with the business strategies and goals
Define enterprise IT policies around standards and architectures
Improve the financial transparency of IT service costs and usage
Tie IT Strategy decisions to service and process investment priorities
Plan the IT Service Lifecycle from concept to retirement
Integrate Service and Project Portfolio Management practices
Improving utilisation of internal and external service providers
Redefine the relationship of the three types of Service Providers
Define and manage strategic risk by the use of a Business Impact Analysis (BIAs) across the Service Lifecycle
Visit www.theitsmhub.com.au email [email protected] or call 1300 424 025 for more information.
© Pink Elephant Inc., 2012. .
Course & Instructor Accreditation
Pink Elephant is globally accredited to provide ITIL education for the certification program. The organization is accredited by the Examination Institute for Information Science (EXIN), the Information Systems Examination Board (ISEB), Loyalist Certification Services (LCS) and PEOPLECERT.
Your instructor is a highly experienced ITIL-certified member of Pink Elephant’s consulting team. Further, he or she is qualified to teach this course as defined by Pink Elephant’s internal Certified Trainer Program. You can expect to learn from an individual with the industry’s deepest knowledge on how to lead a successful implementation project. This knowledge is a direct result of Pink Elephant’s vendor neutrality – as well as many years of experience implementing ITIL processes in a variety of organisations worldwide.
Who Should Attend & Prerequisites
CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, and any IT professional involved in the management of service strategy.
Candidates must hold the ITIL Foundation Certificate in IT Service Management, attained through either the ITIL IT Service Management Essentials (V2) plus the ITIL V2-V3 Foundations Bridging Course or the ITIL V3 or 2011 edition Foundations course. Your certificate must be presented as documentary evidence to gain admission to this course.
Exam, Certifications & Awards
This course prepares participants for the examination leading to the ITIL Intermediate Certificate: Service Strategy. A 90-minute exam is scheduled on the last day of the course. It consists of eight multiple choice, scenario-based, gradient scored questions. To help prepare attendees for the final exam, a sample exam is delivered during the course. A passing mark of 70% is required to receive your certificate
You will attain 3 ITIL credits
You will attain 25 professional development units (PDUs) for Project Managers
You will attain 2.5 Continuing Education Units
You will attain 30 Continuing Professional Education credits
Class Size
Maximum class size is 18 students per instructor.
Important note: Due to the in-depth nature of this hands-on course, it is recommended that students complete at least 12 hours of personal study by reviewing the Service Operation syllabus and the publication in preparation for the examination.
The Service Operation publication is included in the course fee. Participants will receive the book along with your course manual on the first day of class.
Fee Classroom: AUD $2995.00 Instructor-led Online: AUD $2495.00
Fees include GST. You can substitute an attendee at any time. Pink Elephant must receive a cancellation in writing ([email protected]) no later than 10 business days prior to the start date. You will receive a refund minus an administration fee of $250. All course credits are valid for six months from cancellation date. We regret we cannot provide credit or refunds unless we receive notification that you can’t attend.
ITIL is a registered trademark of AXELOS Limited
