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Service Strategy (SS) is one of ITIL core publications in Service Lifecycle. This course trains participants in the practical aspects of the ITIL Service Lifecycle and processes associated with the Service Strategy focusing on the process elements that align business and IT, Service Strategy aims to link IT deliverables to meet business goals, requirements and service management principles. Participants will be provided with practical and hands-on learning experiences using a scenario-based approach.
At the end of workshop participants will get an extensive understanding of how effective Service Strategy could bring value to the customers in the form of services delivered. They will realize the importance of how well made Strategy can help Service Design, Service Transition & smoothly enter Service Operations. This would include:
The target group of the ITIL Intermediate Qualification: Service Strategy certificate includes, but is not restricted to:
ITIL Intermediate Certification on Service Transition
Upon successfully achieving the ITIL Service Transition, the participant will earn 3 credits in the ITIL Service Transition qualification scheme.
| Introduction to Service Management
Service Strategy Principles
Service Strategy Processes
Scenario based exercises
Organizing for Service Strategy
Implementing Service Strategy
Challenges, Critical Success Factors, Risks
Scenario Based Exercises and thorough review
Tips & tricks in choosing the best answer!
Examination Preparation, Mock Examinations & Review
APMG, UK/CSME,USA Certification exam on Service Strategy
The ITIL® Foundation is an entry level Training Program. There are no required prerequisites to take the Exam. However, IT experience is highly recommended.
It is a good idea to get trained from an Accredited Training Organization (ATO) since they are approved by APMG and legally permitted to conduct Training and Certification. The syllabus and the trainer will be assessed and approved by AXELOS Limited- the governing body for ITIL®.
Once you are ITIL® Foundation Certified, then you are eligible to take Certification Training at the Intermediate level; leading to ITIL® Expert. Please note that there are 2 separate streams at the Intermediate level. Depending on your area of focus you choose a particular stream.
ITIL® Certification starts with ITIL® Foundation. There are then two streams at the Intermediate Level. The prerequisite to take any of these intermediate courses is the ITIL® Foundation Certificate. The two streams are:
To become an ITIL® Expert you are required to have a minimum of 22 credits. The credit per module is mentioned adjacent to each module. You can either do all the modules in Service Life Cycle or do all the modules in Capability or a combination from either stream. However to do MALC, which is mandatory, one needs to have a minimum of 17 credits. Successfully passing MALC will fetch two certifications - one for completing MALC and the second - the coveted ITIL® Expert Certification.
The course duration is as per the credits awarded for each module. It is 3 days for Service Life Cycle, 4 days for Capability and 5 days for MALC.
The Service Life Cycle (SLC) is the core of ITIL®. This stream is for those who are directly delivering customer facing services by executing the ITIL® processes
The Capability module is for those who are basically interested in designing, developing and implementing processes that meet business objectives. For example Process Owners, Process Managers, and Process Practitioners.
The ATO will be offering the examination. Exams are offered paper based and online. Exams taken Online display your result immediately. Whereas it may take 3-4 working days to get the result for a paper based exam. Each Examination Institute has their own model for conducting the Exam.
There are many Examination Institutes that are accredited through AXELOS. They simply conduct the Exam. Training Institutes, such as Redstone have to be accredited with one or several of such Examination Institutes such as APMG International, TUV-SUD Germany, EXIN.
Foundation: A minimum score of 26/40 (65%) is required to pass the Foundation Exam. Intermediate Level Exams: A minimum score of 28/40 (70%) is required to pass an Intermediate Exam.
MALC Exam: A score of 35/50 (70%) is needed to pass the MALC exam.
There are no negative marks given for any of the Examinations. The marks for the Foundation Exam is either a 1 for a correct answer, and 0 for a wrong answer. For the intermediate examination it is different since it is gradient based. The best/correct answer will fetch full 5 marks. An almost right answer will fetch 3 marks. A slightly correct answer will fetch 1 mark, and 0 for a wrong answer.
There is no validation as such. If there is a major change – similar to what happened with ITIL® v2 to ITIL®v3, then there may be a bridge exam. However as of now there is no such indication of a major change coming up in the near future.
All ITIL® trainers must be "sponsored" by an ITIL® Accredited Training Organization (ATO). They should have minimum of 9 credits. Proof of certification along with profile should be forwarded by the ATOs lead trainer to the Examination Institute. The lead trainer should mentor the new trainer and the Examination Institute will also conduct an interview to assess the capability of the new trainer.