This intermediate course looks at the IT department from an organisational perspective to truly understand how IT can help the business achieve their strategic objectives. It focuses on understanding how to design IT services not only as an organisational capability but also as a strategic asset. The course covers the management of service strategy and core information of supporting activities within the Service Strategy stage.
There is an examination at the end of the course. The SS exam is very challenging. It consists of a complex multiple-choice, closed book paper of 8 questions, to be answered within 90 minutes. The pass mark is 70% or more.
Two practice exam papers will be provided to assist with preparation.
Successful candidates will be awarded 3 credits towards the ITIL® Expert certification.
Industry Association Recognition
Australian Institute of Project Management (AIPM)
• Continual Professional Development (CPD) points: 10 points
- Introduction to the core concepts and practices in Strategy and organisation applied to Service Management and IT.
- Internal marketing, business development, and opportunity analysis.
- Process of conducting strategic analysis with respect to customers, market spaces, and existing capabilities of a service provider.
- Financial management and investments applied to Service Management. You will understand, describe, identify, demonstrate, apply, distinguish, produce, decide and analyse.
- Portfolio management concepts, methods, and principles applied to Service Management. You will understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyse.
- Demand Management, profiling, segmentation, and service packaging strategies to effectively serve different types of customer needs and business activity patterns.
- How Service Strategy is implemented through tactics and operations framed by the Service Lifecycle.
- Critical success factors and risks that determine the viability of strategic positions and plans.
- This unit will summarise the material covered in the previous units and prepare delegates for the examination.
- Service Strategy Principles
- Defining services and market spaces
- Conducting Strategic Assessments
- Financial Management for IT Services
- Service Portfolio Management
- Managing demand
- Driving strategy through the Service Lifecycle
- Understanding Critical Success Factors and risks
About Microsoft On-Demand Learning
Build your Microsoft technical expertise while balancing the demands of your schedule. The new MOC On-Demand series courses combine high-quality video lectures, live hands-on labs and knowledge-checks in a self-paced format to help you build skills as your schedule allows—all at once or five minutes at a time.
MOC On-Demand at a Glance
Self-Paced Learning
Immediate Feedback on Mastery
SATV Eligible
Direct From the Source
Learn Anywhere Anytime
Live Hands-on
Labs
