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The course covers the management of service strategy and core information of supporting activities within the Service Strategy stage, but not the detail of each of the supporting processes.

Course Outline
What Makes This Course Unique

Our unique use of IT service management tools to demonstrate how processes work accelerates the knowledge transfer to the participant. We have created a learning experience that is both exhilarating and enjoyable and based on disciplines learned in executive development programs, underpinned by the total quality management, and an in-depth knowledge of IT provisioning.

Target Audience

The main target group for the ITIL Intermediate Qualification: Service Strategy Certificate includes but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the on¬going management, coordination and integration of strategizing activities within the Service Lifecycle.

The course covers the management of service strategy and core information of supporting activities within the Service Strategy stage, but not the detail of each of the supporting processes.

The target group may also be of interest to:
  • Individuals who require a deeper understanding of the ITIL Service Strategy stage of the ITIL Service Lifecycle and how activities in it may be implemented to enhance the quality of IT service management within an organization
  • IT professionals working in roles associated with strategic planning, execution and control within a service-based business model, seeking an understanding of the concepts, processes, functions and activities involved in Service Strategy
  • Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification is one of the prerequisite modules
  • Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite.
Learning Objective

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
  • Service Strategy Principles
  • Defining services and market spaces
  • Conducting Strategic Assessments
  • Financial Management
  • Service Portfolio Management
  • Managing demand
  • Driving strategy through the Service Lifecycle
  • Understanding Critical Success Factors and risks
Eligibility for the exam

To be eligible for the ITIL Intermediate: Service Strategy Qualification, candidates shall fulfill the following requirements:
  • At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
  • There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable
  • Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the bridging certificate
  • It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Strategy publication in preparation for the examination.
Exam format

Eight (8) multiple choice, scenario-based, gradient scored questions.

Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.

Maximum 90 minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary)

Prerequisite: ITIL V3 Foundation Certificate or ITIL V2 Foundation plus Bridge Certificate and completion of an accredited Course from an ITIL Accredited Training Provider:

Supervised: Yes
Open Book: No
Pass Score: 28/40 or 70%
Distinction Score: TBC
Delivery: Online or Paper Based Examination

Trainer Competence

This syllabus can only be delivered to target groups by an accredited training provider and trainer.

Our course meets the following qualifications:

Accredited Training Organization

Mountainview is registered and in good standing with the Official Accreditor

ITIL V3 SS Certification

Our Instructors have a valid certificate issued by an accredited Examination Institute

ITIL V3 Expert Certification

Our Instructors have a valid certificate issued by an accredited Examination Institute
ITIL V3 Qualification Scheme

Intermediate Level

There are two streams in the Intermediate level. Both assess an individual's ability to analyze and apply the concepts of ITIL. Candidates are able to take units from either of the Intermediate streams, to gain credits towards the Expert Level.

Intermediate Lifecycle Stream - this stream includes 5 individual certificates built around the five core OGC titles, as follows:
  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation, and
  • Continual Service Improvement
The focus of these modules is on the introduction and implementation of the specific Lifecycle phase, and coverage of the principles, processes and related activities.

Intermediate Capability Stream - this stream includes 4 individual certificates loosely based on the V2 Clustered Practitioner qualifications, but broader in scope in line with the updated V3 content, focussing on detailed process implementation and management within cluster groupings:

Operational Support and Analysis (OS&A). Subjects covered inc. Event, Incident, Request, Problem, Access, Service Desk, Technical, IT Ops and Application Management

Service Offerings and Agreements (SO&A). Subjects covered inc. Portfolio, Service Level, Service Catalogue, Demand, Supplier and Financial Management

Release, Control and Validation (RC&V). Subjects covered inc. Change, Release & Deployment, Validation & Testing, Service Asset & Configuration, Knowledge, Request Management and Service Evaluation

Planning, Protection and Optimization (PP&O). Subjects covered inc. Capacity, Availability, Continuity, Security, Demand and Risk Management.

ITIL Expert

To achieve the ITIL Expert in IT Service Management, candidates must successfully complete a number of Intermediate units in addition to the mandatory Foundation Level and the Managing Across the Lifecycle capstone course. This course brings together the full essence of a Lifecycle approach to Service Management, and consolidates the knowledge gained across the qualification scheme
Prerequisites & Certificates

* Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission. * The ITIL Intermediate Qualification: Service Strategy Certificate is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management and strategy as documented in the ITIL Service Strategy publication.

Certificates offered

Includes: Refreshment breaks, Lunch, Course binder, Certificate of Completion,Certification Exam included

Cancellation Policy
Cancellations less than 2 business weeks before the expected delivery date are eligible for a 50% refund, or a credit voucher will be provided for regularly scheduled courses (choice being that of the registrant). Credit Vouchers are transferable within the same company. Please send your cancellation notice to info@itplanit.com.
Map & Reviews
Itplanit Services Corp.
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Here are some reviews of the training vendor.
This course was very, very interesting due to the instructor. He was simple, gave good examples and made a few jokes. Also, being only 5 participants was a bonus for us as we were able to share our experiences in a timely manner.
Reviewed by 2016
I think there is too much material to cover in one session. It's a lot of information to absorb all at once.
Reviewed by 2013
The only thing I would add...if you know you don't have many participants, hands on practice would be great. I would like to have had more time applying what i learned in a diagram. Once I got back to my office...i didn't know how to move a shape and associated text together. I also would like to know where I can see all the shapes offered by visio instead of searching for the shape and not knowing what to call it?
Reviewed by 2013
The instructor was excellent. I was pleasantly surprised by how interesting she made a potentially dry subject appear. Non-stop, great snacks provided all day from ham/egg bagels for breakfast, muffins, Valentines chocolate, chips, popcorn, gumball machine, coffee, juices etc etc. Perfect location for me as it was 2 blocks from my office.
Reviewed by 2013
I had no problem with the instructor's technigues, methods or delivery of the course material. He made what was otherwise fairly dry material as interesting as he possible and augmented it with practical examples that the class could relate to. The training facility and staff were also comendable, however what can't be overlooked is the IT infrastructure. During the exam the problems with latency were so bad that it affected my ability to concentrate on the material. Prior to the exam I completed 2 practice exams on paper in 35 & 37 minutes respectively. Doing the exam online it took over 1.5 hrs because it would take between 30 & 60 sec to refresh the page and show the next question. At times when I attempted to go back and review quesgtions I had marked I found my original answer wasn't recorded & I'd have to answer the question a second time. By the end of 70 min I was so digruntled I couldn't wait to finish regardless of the end result. It may not seem fair to evaluate the favility in this manner, but as a student the outcome is the ultimate measurement of a training favility.
Reviewed by 2013
A very interesting course. Claude Gerin, our instructor, was excellent in making this a very interesting and learning experience. THANKS!
Reviewed by 2012

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