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Intermediate Lifecycle - Continual Service Improvement

Pre-Reading Material

It is a prerequisite that delegates hold the ITIL® Foundation Certificate in IT Service Management or the version 2 to version 3 bridge equivalent.

Please note that delegates are advised to purchase and read the following publication in advance of the course: ITIL Service Strategy 2011 Edition and the Service Transition 2011 Edition.

It is recommended that Intermediate courses require 2 hours of home study each evening.

ITIL Intermediate Service Strategy examination

The course forms part of the ITIL® Intermediate qualification programme. Successful candidates will be awarded 3 credits towards the ITIL® Expert qualification. The examination will consist of a complex multiple choice, closed book paper of 8 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 120 minutes and allowed the use of a dictionary). The pass mark is 70% or more.

Course Content

Candidates can expect to gain knowledge and understanding in the following:

Service Strategy Principles

Understand the strategy of differentiating value-creation (attributes, perceptions and preferences) in the customer’s mind Recognize what are assets and how to use them to create value Be able to define the three types of service providers and how/where they are used Comprehend value chain models and the vertical integration strategy they provide Grasp the fundamental aspects of service strategy and be able to define them

Defining Services and Market Spaces

Be able to create services/strategies related to a customer’s needs How to utilize assets (service and customer) to influence value creation How to use service archetypes to design a strategy based on asset-based and utility based positioning What strategies can be used to define market spaces by focusing services to support business outcomes

Conducting Strategic Assessments

How to mutually reinforce capabilities and resources so that service management will be treated as a strategic assets Ability to conduct a strategic assessment related to investment and financial business constraints Performing an analysis of a customer’s needs, market spaces and alignment with business strategy to develop expansion and growth forecasts

Financial Management

Be able to enhance and add value to a shared imperatives framework for business and IT Create, implement and measure service and financial demand modelling so that funding variations related to changes in demand can be quantified Provide analysis and guidance to determine how to select the appropriate IT funding models

Service Portfolio Management

Have the ability to identify the strategic need as well as build a case for a Service Portfolio Design and implement a Service Portfolio management environment that includes all the methods: define, analyse, approve and charter.

Managing Demand

Build a case for implementing demand management related to customer and/or market space requirements Ability to develop a capabilities based demand management strategy for a company Be able to integrate and relate all aspects of a Service Catalogue and Service Pipeline to demand and capacity Be able to design and implement service packages as well as to determine when/where/how service packages should be introduced and used

Driving Strategy through the Service Lifecycle

Develop strategies that utilize all the elements of the lifecycle (e.g. Service Catalogue, Service

Pipeline, Contract portfolio, financial budgets, delivery schedules and improvement programs)

Be able to construct and know where/when to utilize the different types of Service Models as well as where the different design “drivers” (e.g. outcomes, constraints, pricing) affect the strategy

How to utilize Service Transition for decision analysis to evaluate options, paths, risk and costs related to proposed strategies

How to utilize Service Operations and Service catalogue in regards to deployment patterns

Critical Success Factors and Risks

Be able to provide insight and guidance in the design of IT organizations through the use of five organizational structures as well as Critical Success factor

Be able to determine the need for and selection of automated tools to support the any strategic objectives you have put forth

Utilze strategy to achieve operational effectiveness and to overcome organizational complexity

Exam Format
  • Multiple choice, scenario-based, gradient scored questions.
  • Number of Questions: 8
  • Pass Score: 28/40 or 70%
  • Delivery: Online or Paper Based Examination through an Accredited Training Organization.
  • Exam Duration: Maximum 90 minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary).
  • Closed Book
  • Successful candidates will be awarded 3 credits towards the ITIL® Expert qualification.
Course Fee Includes
  • Pre-course material
  • Accredited course with accredited industry-leading trainer
  • Best quality course materials
  • Comfortable and conducive venues with good transportation links
  • ITIL Examination fee and Certificate
  • Refreshments



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