ITIL® 2011 Service Lifecycle: Service Strategy
ITIL® 2011 Service Lifecycle: Service Strategy best practices enable IT departments to design services and govern practices, policies and procedures that facilitate the introduction of services into a live environment, thereby ensuring quality service delivery, customer satisfaction and cost-effective service provision. In this course, you learn how to plan, implement and optimize the Service Design processes and gain the skills required to take the ITIL® 2011 Service Lifecycle: Service Strategy Certification Exam.
Workshop Benefits
Workshops provide you with knowledge of the Service Design processes and include:
- Establishing and justifying the constraints for different IT services
- Developing and presenting a high-level security policy
- Preparing and justifying a continuity approach for a set of services
- Creating a fi nancial justifi cation for the purchase and deployment of Service Design tools
- Producing a draft Service Level Agreement (SLA)
- Completing Business Impact Analysis and Risk Management Prepare for and take the ITIL® Intermediate
- Qualifi cation: Service Design Certification Exam
- Defi ne the goal, objectives and scope of Service Design
- Outline key activities for Service Design processes in the context of the Service Lifecycle
- Enhance the quality of IT service provision within an organization
- Measure Service Design processes using critical success factors and key performance indicators
-ITIL® is a Registered Trademark of the AXELOS. Limited
This course is valuable for those who want to achieve the ITIL® Intermediate Qualification: Service Design Certifi cate. The ITIL® V3 Foundation Certifi cate (or V2-V3 bridge equivalent) is required to take the ITIL® Certifi cation Exam on the final day.
- Introduction and Overview
- Key Service Design Principles
- Five aspects of Service Design
- Four Ps of Design
- Primary Activities of Service Design
- Analyzing business requirements
- Achieving balance between design and existing strategies
- Service Design Processes
- Service Catalog Management (SCM)
- Service Level Management (SLM)
- Capacity Management
- Availability Management
- IT Service Continuity Management
- Service Design and Technology
- Technology-related activities
- Organizing Service Design
- Implementation Challenges and Risks
Format of the Examination
| Type: | 8 Complex Multiple choice, scenario based questions |
| Duration: | 90 minutes. |
| Proctored: | Yes |
| Open Book: | No |
| Pass Score: | 70%, 28 out of 40 |
| Delivery: | Paper Based |
