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