ITIL® Lifecycle Bootcamp: Strategy & Design

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Overview

5-day public or single organisation course

Accelerated learning for maximum results

This bootcamp combines the ITIL® Service Strategy and Service Design courses, covering the lifecycle aspects, and management & controls of the activities and techniques within Service Strategy and Service Design, though not the details of the supporting processes (which are covered in detail in the Capability courses). Additionally the course looks at the concepts of Strategy and Design as a practice and at the interfaces between them and the other stages of the ITIL Service Lifecycle.

Objectives

The purpose of this bootcamp is to obtain knowledge on ITIL concepts and terminology. It looks at activities that may be implemented to enhance the quality of IT service management within an organisation and enables students to understand the concepts, processes, functions and activities involved in Service Strategy and Service Design.

The course prepares delegates for the ITIL® Lifecycle examinations in Service Strategy and Service Design.

Who should attend?

This bootcamp is ideal for individuals who require a deeper understanding of the Service Strategy and Service Design stages of the Service Lifecycle.

IMPORTANT: Individuals attending this bootcamp should note that due to intensive nature of this bootcamp, some evening work is expected.

This bootcamp offers a natural career development path for practitioner staff who already hold the ITIL® Foundation Certificate or equivalent.

Before attending the bootcamp, it is strongly recommended, though not required, that candidates have exposure to basic concepts in IT and related work experience of at least two years. Delegates are required to hold the ITIL® Foundation Certificate in IT Service Management or v2 to v3 bridge equivalent.

Professional Qualifications

The course forms part of the ITIL® Intermediate qualification programme.

Delegates attending this bootcamp will be taking both Service Strategy and Service Design examinations.

Each examination will consist of a complex multiple choice, closed book paper, to be completed within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed 120 minutes to allow use of a dictionary.) The pass mark will be 70% or more.

Each examination is independent. Successful candidates will be awarded 3 credits for each examination towards the ITIL® Expert qualification. Candidates who pass both examinations will be awarded 6 credits.

Structure

The course is based on the OGC’s Best Practice Guidelines in the ITIL® Service Lifecycle books; this course is centred on the Service Strategy and Service Design books. The books are available from the Fox IT bookshop.

It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and relevant books in preparation for the examination. Due to the intensive nature of this bootcamp, some evening work is anticipated.

Documentation

Comprehensive course documentation is provided.

Content

Topics covered include:

Service Strategy:

• The main principles and objectives of Service Strategy
• Core concepts and practices in Strategy and organisations applied to Service Management and IT.
• Defining Services and Market Space
• Conducting Strategic Analysis
• Driving Strategy through the Service Lifecycle stages and interfaces to Strategy
• Challenges, Critical Success Factors and Risks
• Technology considerations related to Service Strategy
• The activities commonly performed in the Service Strategy arena
• Assessing Critical Success Factors and Managing Risk in Service Strategy

Service Design:

• The main principles and objectives of Service Design
• Challenges, Critical Success Factors and Risks
• Organisational issues concerned with Design
• The five aspects of Service Design - design of the Service Solution, Systems, Technology Architecture, Processes and management systems
• Technology considerations related to Service Design
• The activities commonly performed in the Service Design arena
• Assessing Critical Success Factors and Managing Risk in Service Design

The course also covers the managerial and supervisory aspects of the ITIL processes covered in the these stages:

Service Strategy:

• Financial Management
• Service Portfolio Management
• Demand Management

Service Design:

• Service Catalogue Management
• Service Level Management
• Capacity Management
• Availability Management
• Information Security Management
• Supplier Management
• IT Service Continuity Management