ITIL® Lifecycle – Service Strategy (SS)

Introduction to Service Strategy

• The purpose, goals, and objectives of service strategy
• The scope of service strategy
• Service strategy’s value to the business
• The context of service strategy in life‐cycle stages

Service Strategy Principles

• The ability to decide on a service strategy
• How to utilize the four P’s of service strategy
• How to define services, create value, and leverage the combined use of utility and warranty
• How to use service economics and sourcing strategies when meeting business outcomes

Service Strategy Processes

• Strategy management for IT services
• Service portfolio management
• Financial management for IT services
• Demand management
• Business relationship management

Governance

• Analyze IT governance
• Use IT governance to set strategy by leveraging governance frameworks, bodies 

Organizing for Service Strategy

• Organizational development
• Organizational departmentalization
• How to create an organizational design using the relevant development and departmental methods
• Roles and responsibilities

Technology Considerations

• The relevance and opportunities for service automation
• The importance of service automation
• The application of technology interfaces across the life cycle    

Implementing Service Stratetgy

• Implementation strategies that follow a life‐cycle approach (e.g., design, transition, operation, and improvement programs)
• Service strategy implementation through the life cycle
• Service strategy implementation activities
• Impact of service strategy on other life‐cycle stages  

Challenges, Critical Success Factors & Risks

• Strategic challenges
• Risks 
• Critical success factors

You can use the ITIL Intermediate voucher for any ITIL Lifecycle or Capability exam.

Details:

• Number of Questions: 8
• Passing Score: 70%
• Duration: 90 minutes
• Format: multiple choice, scenario-based and gradient scored
• Students must present an ITIL Foundation V2 or V3 certificate plus Bridge Certificate before taking the exam. 

Phoenix TS is an authorized testing center for Pearson VUE & Prometric exams. Register for the exam by visiting the Pearson VUE and Prometric websites or call us at (240) 667-7757.