Professional Documents
Culture Documents
@16,0000BDT
Who Can Attend
The main target group for the ITIL Intermediate Qualification: Service Strategy Certificate includes but is not restricted
to CIO's, CTO's, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit
managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of
strategizing activities within the Service Lifecycle.
Methodology
PowerPoint Presentation, Interactive Lecture, Case Study, Classroom exercise, Question and Answer session.
Eligibility Criteria
You need to satisfy the following criteria to be eligible for the ITIL Intermediate Service Strategy certification
examination:
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
Mr. Rahman has started his carrier as skilled, results-driven
Ahmed Rokibur Rahman
Management Consultant on Service Delivery, Security & Quality
IT professional with versatile experience at System
Integration, Routing & Switching, Servers, Storage, Contact
ITIL Expert, ISO 27001 LA, ISO 9001 LA, ISO
Center & Database. Strong background in Service Provider
20000-1Lead Implementer, ISO PRINCE2 FND with exceptional troubleshooting skills and intense interest
& Practitioner, ITIL RCV, ITIL OSA, ITIL SOA,
in Designing & Deploying large scale Enterprise Composite
ITIL PPO, PCI DSS, Risk Management, Business Networks, Security technologies, Data warehousing
Continuity, Cloud Computing, CXFS, CCNA,
Solution and Voice Network solutions.
CCDA, MCSE, MCSA, MCSA M+, MCP, DCSE EMC, DCNI
Expert in implementation, integration, administration,
Over 13 years of experience in training & consulting services and support services & IT operations management for diverse
delivering training in Information Security, IT Service client industries with comprehensive professional skills &
Management, Business Continuity, Quality Management, IT over 8 years of extensive corporate work experience.
Governance and Compliance, Enterprise Risk Management, Mr. Rahman has a passion for teaching and learning which
The interfaces that exist between service transition and other organizational units (including programmes,
projects, service design and suppliers) and the handover points required to ensure delivery of new or change
services within the agreed schedule
Service transition roles and responsibilities, where and how they are used, as well as examples of how small or
larger service transition organizations would be structured to use these roles
Why service transition needs service design and service operation, what it uses from them and how
Technology Considerations
Technology requirements that support the service transition stage and its integration into the service lifecycle
Types of knowledge management, service asset and configuration management and workflow tools that can be
used to support service transition
Implementing and improving service transition
The key activities for introducing an integrated service transition approach into an organization
The design, creation, implementation and use of service transition in a virtual or cloud environment
Challenges, critical success factors and risks
Be able to provide insight and guidance for service transition challenges, risks and critical success factors
Service Operation
Introduction to service operation
The purpose, objectives and scope of service operation
The value to the business
The context of service operation in the ITIL service lifecycle
The fundamental aspects of service operation and the ability to define them
Service operation principles
How an understanding of the basic conflict between maintaining the status quo and adapting to changes in
business needs can lead to better service operation
Other service operation principles including: involvement in other lifecycle stages; understanding operational
health; the need for good documentation and communication including a communication strategy
Service operation inputs and outputs
Service operation processes
The use, interaction and value of each of the service operation processes: event management, incident
management, request fulfilment, problem management, and access management
Common service operation activities
How the common activities of service operation are co-ordinated for the ongoing management of the
technology that is used to deliver and support the services
How monitoring, reporting and control of the services contributes to the ongoing management of the services
and the technology that is used to deliver and support the services
How the operational activities of processes covered in other lifecycle stages contribute to service operation
How IT operations staff should look for opportunities to improve the operational activities.
Organizing for service operation
The role, objectives and activities of each of the four functions of service operation: service desk, technical
management, IT operations management, and application management
Service operation roles and responsibilities, where and how they are used as well as how a service operation
organization would be structured to use these roles.
Technology considerations
The generic requirements of technologies that support service management across all lifecycle stages
The specific technology required to support the service operation processes and functions.
Implementation of service operation
Specific issues relevant to implementing service operation including: managing change in service operation;
assessing and managing risk in service operation; operations staff involvement in service design and service
transition
Planning and implementing service management technologies within a company