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ITIL® 2011 Intermediate: Service Strategy

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ITIL® 2011 Foundation level offers a  general awareness of the Service Lifecycle and the key elements within.  Learning objectives and competencies are focused on an understanding of the  overall linkages between the stages in the Lifecycle, the processes used and  their contribution to service management practices.

The purpose of the ITIL Foundation  certificate in IT Service Management is to gain knowledge of the ITIL  terminology, structure and basic concepts and core principles of ITIL practices  for service management.

Workshop Takeways

  • Service management as a practice (comprehension)
  • The ITIL service lifecycle(comprehension)
  • Generic concepts and definitions (awareness)
  • Key principles and models comprehension)
  • Selected processes (awareness)
  • Selected functions (awareness)
  • Selected roles (awareness)
  •  Technology and architecture (awareness)
  • Competence and training (awareness)

The target group of the ITIL Foundation certificate in IT Service  Management is drawn from:

  • Individuals who require a basic  understanding of the ITIL framework and how it may be used to enhance the  quality of IT service management within an organization.
  •  IT professionals that are working within       an organization that has adopted and adapted ITIL who need to be informed  about and thereafter contribute to an ongoing service improvement programme.

This may include but is not limited to, IT professionals, business  managers and business process owners

Course Outline 

The course is aimed at raising  individual’s understanding of and competence in IT Service Management as  described in the ITIL® Service Strategy, ITIL® Service Design, ITIL® Service  Transition, ITIL® Service Operation, ITIL® Continual Service Improvement, ITIL®  Introduction and ITIL® Glossary publications.

1. Service Management as a practice

The purpose of this unit is to help the candidate to define the  concept of a service, and to omprehend and explain the concept of service  management as a practice..

Specifically, candidates must be able to:

  • Describe the concept of best practices
  • Describe and explain why ITIL is successful
  • Define and explain the concept of a service
  • Define and explain the concept of internal and external customers
  • Define and explain the concept of internal and external services
  • Define and explain the concept of service management
  • Define and explain the concept of IT service management
  • Define and explain the concept of stakeholders in service management
  • Define processes and functions
  • Explain the process model and the characteristics of processes

2. The Service Lifecycle 

The purpose of this unit is to help the candidate to understand the  value of the ITIL service lifecycle, how the processes integrate with each  other, throughout the lifecycle and explain the objectives, scope and business  value for each phase in the lifecycleSpecifically, candidates must be able to:

  • Describe the structure of the ITIL service lifecycle
  • Account for the purpose, objectives and scope of Service strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement
  • Briefly explain what value Service strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement  provides to the business

3. Generic Concepts and Definitions 

The purpose of this unit is to help the candidate to define some of the key terminology and explain the key concepts of service management.Specifically, candidates must be able to define and explain the following key concepts:

  • Utility and warranty
  • Assets, resources and capabilities
  • Service portfolio
  • Service catalogue
  • Governance
  • Business case
  • Risk management
  • Service provider
  • Supplier
  • Service level agreement
  • Operational level agreement (OLA)
  • Underpinning contract
  • Service design package
  • Availability
  • Service knowledge management system (SKMS)
  • Configuration item (CI)
  • Configuration management system
  • Definitive media library (DML)
  • Change
  • Change types (standard, emergency and normal
  • Event
  •  Alert
  • Incident
  • Impact, urgency and priority
  • Service request
  • Problem
  • Workaround
  • Known error
  • Known error database (KEDB)
  • The role of communication in service operation
  • Release policy
  • Types of services
  •  Change proposals
  •  CSI register
  •  Outcomes
  •  Patterns of business activity
  • Customers and users
  • The Deming Cycle (plan, do, check, act)

4. Key Principles and Models

This  unit is aiming to help the candidate to comprehend and account for the key  principles and models of Service Management and to balance some of the opposing  forces within Service Management.

Service Strategy 

Describe basics of Value Creation  through Services

Service Design 

Understand the importance of People, Processes, Products and Partners for Service Management
Discuss the five major aspects of Service Design:

  • Service solutions for new or changed services
  •  Management information systems and tools
  • Technology architectures and management architectures
  • The processes required
  • Measurement methods and metrics

Continual Service Improvement

Explain the continual service improvement  approach

Understand the role of measurement for continual service improvement  and explain the following key elements:

  • Relationship between critical success factors (CSF) and key performance indicators
  • Baselines
  • Types of metrics (technology metrics, process metrics, service metrics)

5. Processes 

The purpose of this unit is to help the candidate understand how the  service management processes contribute to the ITIL service lifecycle, to  explain the purpose, objectives, scope, basic concepts, activities and  interfaces for four of the core processes, and to state the purpose, objectives  and scope for eighteen of the remaining processes.

Specifically, candidates must be  able to:

Service Strategy

Purpose, objectives and scope for:

  • Service Portfolio Management
    • Service Portfolio
  • Financial Management
    • Business case
  • Business Relationship Management

Service Design

Purpose, objectives, scope, basic concepts,  process activities and interfaces for:
Service Level Management

  • Service-based SLA
  • Multi-level SLAs
  • Service level requirements (SLRs)
  • SLA monitoring (SLAM) chart
  • Service review
  • Service improvement plan (SIP)
  • The relationship between SLM and BRM

Purpose, objectives and scope for:

  • Service catalogue management
  • Availability management
    • Service availability
    • Component availability
    • Reliability
    • Maintainability
    • Serviceability
    • Vital business functions (VBF)
  • Information security management (ISM)
    • Information security policy
  • Supplier management
    • Supplier categories
  • Capacity management
    • Capacity plan
    • Business capacity management
    • Service capacity management
    • Component capacity management
  •  IT service continuity management
    • Purpose of business impact analysis (BIA)
    • Risk assessment
  •  Design coordination

Service Transition

Purpose, objectives, scope, basic concepts,  process activities and interfaces for:

  • Change management
    • Types of change request
    • Change models
    • Remediation planning
    • Change advisory board / emergency change advisory board
    • Lifecycle of a normal change

Purpose, objectives and scope for:

  • Release and deployment management
    • Four phases of release and deployment
  • Knowledge management
    • Data-to-Information-to-Knowledge-to-Wisdom (DIKW) & SKMS
  • Service asset and configuration management (SACM)
  • Transition planning and support

Service operation  Purpose, objectives, scope, basic concepts, process activities  and interfaces for:

  • Incident management
  • Problem management

Purpose, objectives and scope for:

  • Event management
  • Request fulfilment
  • Access management

Continual service  improvement

Purpose, objectives and scope for:

  •  The seven-step improvement process

6. Functions

The purpose of this unit is to help the candidate to explain the role,  objectives and organizational structures of the service desk function, and to  state the role, objectives and overlap of three other functions.

Role, objectives and organizational structures for :

  • Service desk function

 Role and objectives of:

  • The technical management function
  •  The application management function
  • The IT operations management function
    • IT operations control and  Facilities management

7. Roles

The purpose of this unit is to help the candidate to account for and  to be aware of the responsibilities of some of the key roles in service  management.

Role and the responsibilities of the

  • Process owner
  • Process manager
  • Process practitioner
  • Service owner

Recognize the responsible,  accountable, consulted, informed (RACI) responsibility model and explain its  role in determining organizational structure.

8. Technology and architecture

The purpose of this unit is to help the candidate  to:

  • Understand how service automation assists with expediting service management processes

9. Competence and training

  • Competence and skills for service management
  •  Competence and skills framework
  •  Training

10. Prerequisite Entry Criteria

There are no formal criteria or  pre-requisites for candidates wishing to attend an accredited ITIL® Foundation  course, though some familiarity with IT terminology and an appreciation of  their own business environment is strongly recommended.

11. Mock exam

This unit is aiming to help the  candidate to pass the ITIL® Foundation exam.

12. Format of the Examination 

This syllabus has an accompanying examination    at which the candidate must achieve a pass score to gain the ITIL Foundation    Certificate in IT Service Management

Type Multiple choice, 40 questions.
Duration Maximum 60 minutes for all  candidates  in their respective language
Provisions for additional time relating to language Candidates completing an exam in a language  that is not their mother    tongue have a  maximum of 75 minutes to complete the exam  and are allowed the use of a dictionary.
Prerequisite Accredited ITIL Foundation training is strongly  recommended but is    not a prerequisite.
Supervised Yes
Open Book No
Pass Score 26/40 or 65%
Delivery This examination is available in Online or  Paper based format.


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ITIL® 2011 Intermediate: Service Strategy

Rs. 30,000.00

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