Course number HF437S

Delivery method
Remotely assisted instructional learning (RAIL)
Instructor-led training (ILT)
Onsite dedicated training (OST)

Special notes
This course includes a 90-minute multiple-choice exam.

For RAIL (live online instructor-led) sessions: The course will be in session on all four days (8:30am-4:00pm Central Time for the first three days and 8:30am-Noon on day four). This schedule allows you some extra office or study time at the end of each day. After completing the course, you will take the exam through CSME. Upon registering, you will receive specific instructions on how to arrange for your exam. HP strongly recommends you schedule your exam for within a few days of completing the course.

For face-to-face instructor-led sessions: Lecture will be in session on the first three days, and the exam will be administered from 9:30am - 11:00am on the morning of the fourth day. Students should arrange their return travel accordingly.

Course overview
This course covers the Service Strategy component of the ITIL v3 Life Cycle, focusing on Service Strategy principles such as Value Creation, Service Assets, Service Provider Types, Service Structures, and Service Strategy Fundamentals; the key activities in realizing those values; financial considerations (such as ROI, portfolio management, and demand management); organizational considerations; linking strategy, tactics, and operations; aligning technology with strategy; and challenges, risks and critical success factors.

Prerequisites

• ITIL v3 Foundation certification (from HF421S ITIL v3 Foundation or HE785S ITIL v3 Foundation Bridge)
• Note: Students must be able to provide certification proof in order to take the exam
• Strongly recommended but not required: Prior to class, purchase and review the book ITIL V3 Service Strategy, available from the itSMF USA (recommended), Amazon, and other book sellers

Audience
Managers, operational staff, and others requiring deep knowledge of or involved in aspects of Service Strategy identified above.

Course objectives

• Service Management as a Practice
• Service Strategy Principles
• Service Economics
• Strategy and Organization
• Strategy, Tactics and Operations
• Technology and Strategy
• Challenges, Critical Success Factors and Risks

Next steps
Other ITIL V3 Capability and Life Cycle courses

• Upis u radnu knjižicu: ne
• Certifikat: ne
• Uvjerenje: ne
• In-house: ne
• Svjedodžba: ne
• Diploma: ne