The Art of Service is one of the world's leading providers of ITIL training, ITIL exam training and ITIL online training. The Art of Service offers world class education at a price every career driven IT Professional can afford it. For more information on our online ITIL training please go to: http://store.theartofservice.com This slideshow is created to give you a high level overview of the processes and terminology in the ITIL 2011 Service Strategy book. This will help you to understand the difference between ITIL V3 and ITIL 2011 in relation to Service Strategy.

1. ITIL Intermediate
What is new in Service Strategy 2011?
ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.

2. What to do AFTER
Foundation?
• Capability Stream • Lifecycle Stream
• SOA • SS
• PPO • SD
• RCV • ST
• OSA • SO
• CSI
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3. ITIL Certification
Pathway
ITIL
Master
ITIL Expert
Managing Across the Lifecycle
SS SD ST SO CSI OSA PPO RCV SOA
Lifecycle Modules Capability Modules
ITIL 2011 Foundation Certificate in IT Service Management

4. Lifecycle Courses
• Target audience:
IT Directors and IT
Managers. Also consultants
and ITIL trainers.
• Deep understanding around
processes within a specific
Lifecycle Stage.
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5. Lifecycle theory covers..
• Processes from a single Lifecycle
phase (=single ITIL book )
• Implementation consideration for the
group of processes
• Technology and Tools to support the
group of processes
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6. Service Strategy Book
• Core text: 373 pages
• appendix A - Present value of an annuity (2 pages)
• Appendix B - Description of asset types (2.5 pages)
• Appendix C - Service Strategy and the cloud (2.5 pages)
• Appendix D - Related Guidance (7 pages)
• Appendix E - Risk assessment & management ( 4.5 pages)
• Appendix F - Examples of inputs and outputs across the Service
Lifecycle (2 pages)

7. Processes in ITIL
Service Strategy Stage
• Strategy Management for IT Services*
• Service Portfolio Management
• Financial Management for IT Services
• Demand Management
• Business Relationship Management*
* indicates changes from ITIL V3 to ITIL 2011
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8. Strategy Management
for IT Services
• Strategic Assessment
• Strategy Generation
• Strategy Execution
• Measurement & Evaluation
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9. Service Portfolio
Management
(no big changes from V3)
• Service Pipeline - Service Catalogue -
Retired Services
• Connected with the CMS (Configuration
Management System)
CMDB, Application Portfolio, Customer Portfolio, Customer
Agreement portfolio, Project Portfolio, Supplier & Contract
Management information system.
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10. Terminology
• Service Model
• Service Charter
• Service Providers:
• Type I: Internal Service Provider
• Type II: Shared Service Provider
• Type III: External Service Provider
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11. Financial Management
for IT Service
• Scope now includes:
• Enterprise Financial Management
• Financial Management for IT Services
• Funding (both external and internal)
• Activities: Accounting, Budgeting,
Charging
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12. Demand Management
• Patterns of Business Activity (PBA)
• Analyse Service Usage Patterns
(based on user profiles)
➡ Activity Based Demand Management
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13. Business Relationship
Management
• New process!
• liaison between Service Level
Management and the Service Owner
Customer Portfolio, Customer Agreement Portfolio
Tasks: Customer Satisfaction, Defining and Clarifying Service
Requirements
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14. How do I sit the exam?
Intermediate exam option:
1. Testing Centre via your training company
2. Online Testing at venue of your choice (the exam comes to you)
Where is the closest CSME testing centre
for Intermediate exams ?
http://kryteriononline.com/host_locations/nobranding.asp
“Our exam coordinator works with you to plan, organise and schedule your exam,
Saving you time, hassle and frustration!”
Ivanka Menken - CEO,The Art of Service
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15. Intermediate
exam
8 questions
Complex multiple choice with
scenario
Graded answers:
5 points for the best answer
3 points for the next option
1 points for the next option
0 points for the distractor
28 points = pass
90 minutes to complete exam
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16. ITIL certification
Passrates in 2011
Art of Service
Global Students
Foundation 88% 89%
Intermediate
81% 85%
(average)
MALC 62.6% 100%
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17. ITIL Student Feedback
I have purchased a good amount of your
products and it has been a pleasure to do
business with you.
21/11/2011 3:04
PM
Very good
service and response time from any staff I
communicated with. 23/11/2011 10:18 PM
I passed the exam with better results than
my co-workers!!! and I'm an old lady who
hasn't studied for 40 years!!!
30/11/2011 3:30 PM

18. More information?
• Our website:
http://theartofservice.com
• Our online store:
http://
store.theartofservice.com
• Our online learning Portal:
http://theartofservice.org