Service Management

ITIL® (Information Technology Infrastructure Library) is the most widely accepted approach to IT service management best practice.

What is Instructor-Led On-Line Training?
The only difference between our conventional courses and Instructor-Led On-Line (ILO) courses is that you do not physically sit in a classroom. Instead you access your “classroom” online, and you can interact with your instructor and classmates with chat, audio and video as you move through the lessons. Everything else remains the same, including the same expert instructor, the same course materials, the same Pink Elephant techniques and strategies.

Each session of the ILO course are taught on a specific day and time. You receive Joining Instructions, a Headset, and the course materials in advance, and to participate on the day of the class, all you need is a broadband Internet connection. This allows you to connect to a virtual classroom where you can interact directly with the instructor and your peers.

Benefits of Instructor-Led On-Line Training
• No travel costs or travel time
• Same content as in the classroom version of the course
• Live instructor with whom you can interact and ask questions using Voice Over IP (VOIP)
• Modest connectivity requirements let you participate from anywhere
• Thin client implementation for easy system preparation
• Some classes may be scheduled after business hours to minimize time away from work

ITIL® is a Registered Trade Mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved

The course

This comprehensive official ITIL lifecycle certification course will provide you with the knowledge and management principles required to formulate IT service strategy and the organizational capability to provide the vision and forward direction for Service Management. Attend this course to understand a practical approach to the processes and functions required to move an IT organization from a focus on technology to a strategic approach to managing the Service Portfolio and the ITIL processes necessary to deliver value to the business.

What You Will Learn
Understand and apply the following core Service Strategy principles:
o Dynamics and forces impacting IT management
o Defining services and how services can deliver value to the customer market spaces
o The impact of external markets, customer requirements and continual service improvement on the Service Strategy
o Organization structures and provider types supporting an IT Value Network
o Defining and managing the relationship between business and IT services and the demand for those services
o Defining customer value creation
o Defining and managing IT financial measures for success
o The strategic benefits of service based costing and recovery
o Conducting strategic assessments and dealing with market uncertainty
o A practical approach to creating a Service Management strategy
Review of Service Strategy processes, and their associated roles, responsibilities, challenges, risks and critical success factors, including:
o Strategy Management for IT Services
o Service Portfolio Management
o Financial Management
o Demand Management
o Business Relationship Management
Driving strategy through the Service Lifecycle
o How to measure Service Strategy and create return on investment

Target group

The training ITIL® Virtual is designed to provide insight into the basic processes of Service Management, understanding, and is therefore especially suitable for:

CIOs
CTOs
Managers
Supervisory Staff
Team Leaders
Designers
Architects
Planners
IT Consultants
IT Audit Managers
IT Security Managers
Any IT professional involved in the management of service strategy

Knowledge Objective

  • Acquire the knowledge and management principles needed to formulate IT service strategy and the organizational capability to provide the vision and forward direction for Service Management
  • Develop an IT Service Strategy aligned with the business strategies and goals
  • Define enterprise IT policies around standards and architectures
  • Improve the financial transparency of IT service costs and usage
  • Tie IT Strategy decisions to service and process investment priorities
  • Plan the IT Service Lifecycle from concept to retirement
  • Integrate Service and Project Portfolio Management practices
  • Improving utilization of internal and external service providers
  • Redefine the relationship of the three types of Service Providers
  • Define and manage strategic risk by the use of a Business Impact Analysis (BIAs) across the Service Lifecycle
Certification

ITIL Intermediate Certificate in Service Strategy

Prior knowledge

ITIL® Foundations

Duration

15 hours. -


Generic course information

Generic course information
Pink Elephant is globally accredited to provide ITIL education for the certification program. The organization is accredited by the Examination Institute for Information Science (EXIN) and Loyalist Certification Services (LCS).

Your instructor is a highly experienced ITIL-certified member of Pink Elephant’s consulting team. Further, he or she is qualified to teach this course as defined by Pink Elephant’s internal Certified Trainer Program. You can expect to learn from an individual with the industry’s deepest knowledge on how to lead a successful implementation project. This knowledge is a direct result of Pink Elephant’s vendor neutrality – as well as many years of experience implementing ITIL processes in a variety of organizations worldwide.

Exam, Certifications & Awards

This course prepares participants for the examination leading to the ITIL Intermediate Certificate: Service Strategy. It consists of a 90 minute, eight multiple choice, scenario-based, gradient scored questions. You will be provided with an exam voucher on the last day of the training course. A passing mark of 70% is required to receive your certificate (3 ITIL credits).

Costs

Training costs: £ 725,-

Packages

This course is run over 6 x 2 1/2 hour sessions, typically these sessions are delivered over a 3 week period. Please call +44 (0)118 324 0626 or email info@pinkelephant.co.uk for schedule of sessions.

ITIL® is a registered trade mark of AXELOS Limited

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