ITIL® Version 3 – Service Strategy

Program Overview ITIL® is a set of best practices guidance
that has become a worldwide-adopted framework for Information Technology Services
Management (ITSM) by many Public & Private Organizations. Since early 1990,
ITIL® has been evolving from focusing on Functions and Processes under versions
1 and 2 to focusing on the Full Service Lifecycle Management under version 3.In addition to the existing benefits of aligning IT goals and objectives with the
business, improving quality and reducing cost of operation; ITSM and ITIL® V3
now emphasizes the following areas:

• Assist in transforming IT Service Management onto a strategic business asset
• Assist in defining and managing the complete lifecycle of IT Service Management
  Process
• Provide guidance on the development of Services Strategy, the development of Service
  Design, the Transition of Services from current to desired state, the Implementation
  and the Continuous improvement of the those Services

This exam-preparatory course provides comprehensive coverage of ST concepts within
the IT Infrastructure Library (ITIL) V3. Through lectures and practice exam questions
participants explore the concepts of good practice in IT Service Management based
on the ITIL® V3 Framework.

The ITIL® Intermediate Qualification: Service Transition Certificate is a free-standing
qualification, but is also part of the ITIL® Intermediate Lifecycle stream,
and one of the modules that leads to the ITIL® Expert in IT Service Management.
The purpose of this training module and the associated exam and certificate is,
respectively, to impart, test, and validate the knowledge on industry practices
in service management and design as documented in the ITIL® Service Design publication.

Note: The success in achieving this certification is highly dependent
upon participants’ effort in doing their homework, and self-study before and during
the program. Therefore, it is highly recommended that courseparticipants purchase
the appropriate OGC publication to complete at a minimum 21 hours of personal study
by reviewing the syllabus and the pertinent areas of the ITIL® Service Management
Practice core guidance, in particular Service Transition publication.

Duration This program is offered over a 3-day period where it combines
theoretical and hands-on knowledge transfer, including individual and group practical
exercises. The Minimum number of students per session is 6 where the maximum is
16.

• This three (3) days classroom training course with examination held on the afternoon
  of the 3rd day is accredited by both LCS and EXIN examinations institutes
• The course includes approximately 21 hours of student-instructor interaction, a
  sample and a formal examination
• The format of the examination consists of a closed book paper of 8 multiple choice
  complex questions, to be answered within 90 minutes. (Candidates sitting the examination
  in English and who do not have English as their first language will be allowed additional
  30 minutes to allow use of a dictionary). The pass mark will be 70% or more – 28
  or more correct answers

Content & Objectives Through a series of lectures designed
at achieving a clear understanding of the ITIL® Best Practice lifecycle approach
and through various exercises, assignments and discussions, participants will gain
the necessary knowledge of the following subjects:

• the importance of Service Management as a Practice concept and Service Strategy
  Principals, Purpose and Objective
• How ITIL® Service Strategy interacts with other Service Lifecycle Processes
• The activities, methods and functions used in each of the ITIL® Service Strategy
  processes
• The roles and responsibilities within ITIL® Service Strategy and the activities
  and functions to achieve operational excellence
• Explain how to measure ITIL® Service Strategy
• Have a good understanding of technology and implementation considerations surrounding
  ITIL® Service Strategy

Challenges, Critical Success Factors and the following requirements:

• At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited
  Training Organization (ATO) or an accredited e-learning solution) for this syllabus,
  as part of a formal, approved training course/scheme
• It is recommended that students should complete at least 21 hours of personal study
  by reviewing the syllabus and the Service Design publication in preparation for
  the examination
• There is no minimum requirement but a basic IT literacy and around 2 years IT experience
  are highly desirable
• Risks associated to ITIL® Service Strategy

Audience The main target group for the ITIL® Intermediate Qualification:
Service Strategy Certificate includes but is not restricted to CIOs, CTOs, managers,
supervisory staff, team leaders, designers, architects, planners, IT consultants,
IT audit managers, IT security managers and ITSM trainers involved in the on-going
management, coordination and integration of strategizing activities within the Service
Lifecycle.

The course covers the management of service strategy and core information of supporting
activities within the Service Strategy stage, but not the detail of each of the
supporting processes. The program may also be of interest to individuals who require
a deeper understanding of the ITIL® Service Strategy stage of the ITIL®
Service Lifecycle and how activities in it may be implemented to enhance the quality
of IT service management within an organization; the audience may include, but not
limited to:

• IT professionals working in roles associated with strategic planning, execution
  and control within a service-based business model, seeking an understanding of the
  concepts, processes, functions and activities involved in Service Strategy
• Individuals seeking the ITIL® Expert certification in IT Service Management
  for which this qualification is one of the prerequisite modules
• Individuals seeking progress towards the ITIL® Master in IT Service Management
  for which the ITIL® Expert is a prerequisite

Prerequisites Candidates wishing to be trained and examined for
this qualification must already hold the ITIL® Foundation Certificate in IT
Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate)
which shall be presented as documentary evidence to gain admission.

Additionally, to be eligible for the ITIL® Intermediate: Service Transition
Qualification, candidates shall fulfill the following requirements:

• At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited
  Training Organization (ATO) or an accredited e-learning solution) for this syllabus,
  as part of a formal, approved training course/scheme
• It is recommended that students should complete at least 21 hours of personal study
  by reviewing the syllabus and the Service Design publication in preparation for
  the examination
• There is no minimum requirement but a basic IT literacy and around 2 years IT experience
  are highly desirable
• Risks associated to ITIL® Service Strategy

Program Material This training program includes the following as
reference documentation:

• Program slide presentation
• Syllabus document
• ITIL® V3 acronyms and glossary
• Sample examination questions and answers

Simulation & Practical Material We provide the students with
real life experiences; we use the client organization as “Case study” example for
the purpose of discussion to show the value of using best practice. We integrate
group exercises and sample exam questions to simulate and practice the subject matter.

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To download course outline click here.