ITIL^® Intermediate Qualification:
Service Strategy

What is this course about?

In this course, you learn how to plan, manage and optimize the service strategy processes. Through lectures, assignments, practice exams and review sessions, you gain the knowledge to take the ITIL Intermediate Qualification: Service Strategy Certification Exam.

Who will benefit from this course?

This course is valuable for those who want to achieve the ITIL Intermediate Qualification: Service Strategy Certificate. This course is also valuable for those who need a detailed understanding of the ITIL service strategy phase of the ITIL core lifecycle.

Which ITIL topics are covered in this course?

The ITIL Service Strategy Certificate syllabus covers the following processes:

• Service strategy principles
• Service strategy processes (strategy management for IT services, service portfolio management, financial management for IT services, demand management, business relationship management)
• Governance
• Organizing for service strategy
• Technology considerations
• Implementing service strategy
• Challenges, critical success factors and risks

What background do I need?

You must hold the ITIL Foundation Certificate, the v3 Foundation Bridge Certificate or the ITIL Expert certificate achieved via a bridging route to attend this course and take the ITIL Certification Exam on the final day of class.

It is also recommended that you complete at least 21 hours of personal study by reviewing the syllabus and the ITIL Service Strategy publication in preparation for the examination, specifically Chapter 2: Service management as a practice. A basic IT literacy and around two years of IT experience are highly desirable.

Does this course count toward the ITIL Expert certification?

Yes. Once you achieve the ITIL Intermediate Qualification: Service Strategy, you earn three credits toward the ITIL Expert certification. To achieve the ITIL Expert certification, you need to earn a minimum of 22 credits. See: http://www.itil-officialsite.com/qualifications/creditprofiler.aspx

Has this course been updated to ITIL 2011?

Yes. This course has been updated to ITIL 2011.

What changes were made to the ITIL Services Strategy book for ITIL 2011?

The concepts within the publication have been clarified, without changing the overall message. The updated publication includes more practical guidance and more examples where relevant. The newly defined process of strategy management for IT services outlines the development and maintenance of business and IT strategies. There are also separate descriptions of business strategy and IT strategy; financial management has been expanded; and business relationship management and demand management are now covered as processes.

How did the syllabus for this certification change for ITIL 2011?

The service strategy syllabus has been restructured so the sections align with the other lifecycle syllabi, with the exception of section four, which covers the topic of governance. Service strategy principles and concepts previously covered in various sections are now all covered in the section ?Service strategy principles.? ITIL Service Strategy now also includes two new processes: strategy generation and business relationship management, which are now covered in the service strategy processes section of the syllabus.

How much time is spent on each topic?

How much time do I have to take the exam and what's the pass score?

You have 90 minutes to complete the multiple-choice, scenario-based exam. You must correctly answer 70% of the questions to pass.

What's the difference between the Lifecycle and Capability certificates?

The Lifecycle and Capability certificates comprise the two streams, or branches, of the ITIL intermediate-level qualification scheme.

The Lifecycle stream-which includes the service strategy qualification-consists of five modules or certifications. These certifications focus on the service lifecycle, the use of process and practice within the lifecycle and developing the skills needed to deliver quality service management practices in an organization.

The Capability certificates, which are made up of four modules, are geared toward those who want a thorough understanding of ITIL processes and roles. The primary focus is on activities, execution and use of the processes throughout the entire service lifecycle.

What is the relationship between Learning Tree, the APM Group (APMG) and the Cabinet Office?

Both Learning Tree and this course have been accredited by the APM Group. As an accredited training organization (ATO), Learning Tree and its trainers have been approved to deliver this course and invigilate ITIL exams. APM Group is responsible for providing the examination papers, and marking and notifying Learning Tree of the results. The five ITIL core manuals are part of a suite of guidance developed and owned by the Cabinet Office aimed at helping organizations and individuals manage their projects, programs and services.

How does this course relate to other Learning Tree courses?

The following Learning Tree courses are part of the ITIL Lifecycle stream:

• 993, ITIL® Intermediate Qualification: Service Design 
• 992, ITIL® Intermediate Qualification: Service Transition 
• 991, ITIL® Intermediate Qualification: Service Operation 
• 994, ITIL® Intermediate Qualification: Continual Service Improvement 

The following courses are part of the ITIL Capability stream:

• 995, ITIL® Intermediate Qualification: Operational Support and Analysis 
• 997, ITIL® Intermediate Qualification: Planning, Protection and Optimization 
• 996, ITIL® Intermediate Qualification: Release, Control and Validation 
• 998, ITIL® Intermediate Qualification: Service Offerings and Agreements 

These certification courses may also be of interest:

• 983, ITIL® Managing Across the Lifecycle Qualification 
• 3801, Achieving Change Analyst Certification within ITIL® Service Management