ITIL® Intermediate SS Certification Training

ITIL Intermediate SS certification is an essential requirement for professionals who need to master management-level concepts, core principles, and supporting activities within the ITIL Service Strategy. This certification is best suited for Chief Information Officers (CIOs), Chief Technology Officers (CTOs), IT managers, team leaders, service designers, IT architects, planners, consultants, audit managers, security managers, ITSM trainers.

For the ITIL Intermediate Service Strategy certification, a candidate must have a minimum of 21 hours of instruction with an accredited training organization or an accredited e-learning solution and an ITIL Foundation Certificate in IT Service Management. Basic IT proficiency and two years of IT experience are highly desirable.

• ITIL® Intermediate SS

  Preview

  • Learning Unit 00 - Introductory Lesson

    50:35Preview

    • 0.1 ITIL® 2011 LIFECYCLE Module

      01:20

    • 0.2 Agenda

      01:10

    • 0.3 Objective

      00:24

    • 0.4 ITIL® 2011 Introduction

      01:01

    • 0.5 ITIL® 2011 Intermediate

      00:51

    • 0.6 ITIL - Qualification Criteria

      02:02

    • 0.7 Definition of Service Lifecycle

      00:51

    • 0.8 Definition of Service Capability

      00:48

    • 0.9 Difference between Lifecycle and Capability Modules

      00:37

    • 0.10 Managing Across the Lifecycle

      00:50

    • 0.11 Accreditation Institute

      00:05

    • 0.12 SS Course Description

      00:48

    • 0.13 Course Objective

      01:04

    • 0.14 Target Candidate

      00:42

    • 0.15 Target Candidate - Cont

      01:42

    • 0.16 Exam Pre-requisites

      01:16

    • 0.17 ITIL® 2011 SS Exam Format

      01:11

    • 0.18 EXAM TIPS

      00:22

    • 0.19 Course Outline

      02:58

    • 0.20 Quiz

      00:56

    • 0.21 Foundation Basics

      00:19

    • 0.22 What is ITIL ?

      01:23

    • 0.23 Benefits of ITIL

      00:51

    • 0.24 The ITIL 2011 Lifecycle

      02:09

    • 0.25 Service and Service Management ?

      01:30

    • 0.26 Service Strategy - Purpose

      02:12

    • 0.27 Service Strategy - Key Processes

      00:45

    • 0.28 Service Strategy - Basics

      01:33

    • 0.29 Service Strategy - Basics

      00:54

    • 0.30 Service Strategy - Basics

      01:04

    • 0.31 Service Strategy - Basics

      00:43

    • 0.32 Service Design - Purpose and Objectives

      02:26

    • 0.33 Service Design - Basics

      00:54

    • 0.34 Service Design - Key Processes

      00:37

    • 0.35 Service Design - Basics

      01:04

    • 0.36 Service Transition Purpose

      01:20

    • 0.37 Service Transition - Key Principles

      00:55

    • 0.38 Service Transition - Key Processes

      01:09

    • 0.39 Service Transition - Key Roles and Responsibilities

      01:05

    • 0.40 Service Operations - Purpose

      00:50

    • 0.41 Service Operations - Key Functions and Processes

      01:00

    • 0.42 Service Operations - Value to Business

      00:48

    • 0.43 Continual Service Improvements - Purpose

      01:00

    • 0.44 Continual Service Improvements - Basics

      01:55

    • 0.45 Key Links, Inputs and Outputs of the Service Lifecycle Stages

      01:11

    • 0.46 Quiz

  • Learning Unit 01 - Introduction to Service Strategy

    06:24Preview

    • 1.1 Learning Unit 01 - Introduction to Service Strategy

      00:29

    • 1.2 Overview

      01:46

    • 1.3 Overview

      02:47

    • 1.4 Why Service Strategy at the Core ?

      01:22

    • 1.5 Quiz

  • Learning Unit 02 - Service Management as a Practice

    41:01Preview

    • 2.1 Learning Unit 02 - Service Management as a Practice

      00:32

    • 2.2 Learning Unit Objectives

      00:38

    • 2.3 Services

      02:34

    • 2.4 Service Management, IT Service Management and Service Providers

      01:31

    • 2.5 Service Providers Types and Stakeholder in Service Management

      05:39

    • 2.6 Concept of Utility and Warranty (Value Creation)

      01:53

    • 2.7 Key Concepts - 1

      02:52

    • 2.8 Key Concepts - 2

      02:22

    • 2.9 Key Concepts - 3

      02:13

    • 2.10 Process Characteristics

      01:24

    • 2.11 Process Model

      02:36

    • 2.12 What is a Service Portfolio ?

      03:27

    • 2.13 The Service Portfolio and its contents

      00:32

    • 2.14 Basic Concepts Knowledge Management and SKMS

      01:57

    • 2.15 Governance and Management Systems

      01:42

    • 2.16 The Deming Cycle - PDCA

      01:29

    • 2.17 Specialization and Coordination across the lifecycle

      01:53

    • 2.18 Integration Across Service lifecycle

      01:50

    • 2.19 Integration Across Lifecycle - FAQ's

      01:26

    • 2.20 Process Integration - Characteristics

      01:46

    • 2.21 Summary

      00:45

    • 2.22 Quiz

  • Learning Unit 03 - Service Strategy Principles

    02:02:49Preview

    • 3.1 Learning Unit 03 - Service Strategy Principles

      00:29

    • 3.2 Learning Unit Objectives

      00:39

    • 3.3 Fundamental Aspects of Strategy

      04:50

    • 3.4 The Four P's of Strategy

      02:54

    • 3.5 Four P's of Strategy - Cont

      02:46

    • 3.6 Four P's of Strategy - Cont

      02:31

    • 3.7 Strategic Plans results in patterns

      00:54

    • 3.8 Customer and Services

      03:29

    • 3.9 Types of IT Services (Internal and External Services)

      01:37

    • 3.10 Core, Enabling, or Enhancing Services

      01:28

    • 3.11 Value - Characteristics

      03:11

    • 3.12 Customer's Perception of Value

      03:05

    • 3.13 Value Added and Value realized

      03:07

    • 3.14 "Value Added" to "Value realized"

      00:28

    • 3.15 Effects of Utility and Warranty on Service

      04:42

    • 3.16 Combined effects of Utility and Warranty

      02:52

    • 3.17 Value of a Service in terms of return on asset for customer

      01:18

    • 3.18 Utility and Warranty - Communicating Utility

      02:16

    • 3.19 Utility and Warranty - Communicating Warranty and Combined effects

      04:32

    • 3.20 Customer Assets, Service Assets and Strategic Assets

      03:16

    • 3.21 Service Management Optimizes the performance of service asset

      01:25

    • 3.22 How Service Management Enables Business Outcomes

      00:26

    • 3.23 How Service Provider Enables a Business Unit's Outcomes

      02:15

    • 3.24 Customer Assets, Service Assets and Strategic Assets - Cont

      01:15

    • 3.25 Service Providers - Types i, ii and iii - Internal(I), Shared(II) and External Service Providers(III)

      02:35

    • 3.26 Service Provider - Type ii provider

      02:15

    • 3.27 Service Provider - Type iii Providers

      02:12

    • 3.28 How to define Service - Steps

      07:32

    • 3.29 How to define Service - Steps - Cont

      02:52

    • 3.30 Strategies for Customer Satisfaction - Kano Model

      01:16

    • 3.31 The Kano Model and Service Attributes

      05:31

    • 3.32 Service Economic dynamics (External Service Providers)

      01:01

    • 3.33 Service Economic dynamics (Internal Service Providers)

      01:36

    • 3.34 Return on Investment

      02:57

    • 3.35 ROI - Different Considerations

      02:01

    • 3.36 Return on Investment - Business Case

      01:24

    • 3.37 Pre - Programmed ROI(Techniques for quantitatively analyzing an investment in service management)

      03:36

    • 3.38 Return on Investment - Pre - Programmed ROI - NPV decisions

      01:58

    • 3.39 Service Economics Return on Investment - Pre - Programmed ROI - NPV decisions

      01:32

    • 3.40 Post - Programmed ROI (Techniques for retro actively analyzing an investment in Service mgnt)

      04:05

    • 3.41 Post Programmed ROI Forecast Analysis

      01:25

    • 3.42 Service Economics : Business Impact Analysis (BIA)

      02:12

    • 3.43 Sourcing Strategy : Sourcing Structures

      01:43

    • 3.44 Sourcing Strategy : Multi - Vendor Sourcing

      02:00

    • 3.45 Sourcing Strategy : Service - Provider Interfaces (SPI)

      02:23

    • 3.46 Sourcing Strategy : Sourcing Governance

      02:22

    • 3.47 Service Structures in the Value Network

      01:47

    • 3.48 Service Structures in the Value Network - Using Value Network

      01:54

    • 3.49 Inputs from other Lifecycle's

      02:00

    • 3.50 Outputs to other Lifecycle's

      01:22

    • 3.51 Recommended Approaches

      00:25

    • 3.52 Critical Success Factors

      01:03

    • 3.53 Summary

      00:52

    • 3.54 Exercises

      00:10

    • 3.55 Exercise 1 : Identify fields from "1-6" and Elaborate the Importance of SKMS

      00:21

    • 3.56 Exercise 2 : Identify Value Characteristics

      00:42

    • 3.57 Quiz

  • Learning Unit 04 - Service Strategy Processes

    04:40:29Preview

    • 4.1 Learning Unit 04 - Service Strategy Processes

      01:03

    • 4.2 Learning Unit 4.1 - Strategy Management For IT Services

      00:08

    • 4.3 Learning Unit Objectives

      00:56

    • 4.4 Purpose and Objectives

      01:43

    • 4.5 Scope and Value

      03:57

    • 4.6 The Scope of Strategy Management Process

      00:21

    • 4.7 Strategic Analysis of Customer Portfolio

      01:50

    • 4.8 Process Flow for Strategy Management

      01:40

    • 4.9 Process Flow for Strategy Management

      00:30

    • 4.10 Strategic Assessment

      01:40

    • 4.11 Steps for Strategic Assessment

      04:00

    • 4.12 Strategy Generation - Evaluation and Selection

      07:23

    • 4.13 Strategy Execution

      02:21

    • 4.14 Activities - Strategy Execution

      06:06

    • 4.15 Measurement and Evaluation

      00:30

    • 4.16 Strategy Management for Internal IT Service Providers

      02:10

    • 4.17 Strategy Management for Internal IT Service Providers - Cont

      02:09

    • 4.18 Information Management - Overview of the main sources

      01:48

    • 4.19 Inputs and Outputs

      01:44

    • 4.20 Triggers and Interfaces

      03:11

    • 4.21 Critical Success Factors (CSFs) and Key Performance Indicators (KPIs)

      03:52

    • 4.22 Challenges

      01:13

    • 4.23 Risks

      02:18

    • 4.24 Summary

      00:43

    • 4.25 Learning Unit 4.2 - Service Portfolio Management

      00:08

    • 4.26 Learning Unit Objectives

      01:04

    • 4.27 Service Portfolio Management

      02:01

    • 4.28 Service Portfolio Management

      01:57

    • 4.29 Key Concepts

      01:51

    • 4.30 Key Concepts - Cont

      02:12

    • 4.31 Key Concepts - Cont

      01:20

    • 4.32 Service Portfolio and Service Catalogue

      00:58

    • 4.33 Service Portfolio and Service Catalogue

      02:56

    • 4.34 Key Concepts - Cont

      01:39

    • 4.35 Key Concepts - Cont

      03:22

    • 4.36 Process Activities - 4 Main Phases

      03:23

    • 4.37 Process Activities - 4 Main Phases

      01:23

    • 4.38 Process Activities - Process Initiation

      02:58

    • 4.39 Process Activities - Define

      03:22

    • 4.40 Process Activities - Analyse

      01:41

    • 4.41 Prioritizing Service Investments

      02:20

    • 4.42 Value - To - Cost

      01:37

    • 4.43 Process Activities - Approve

      04:22

    • 4.44 Process Activities - Service Charter

      01:23

    • 4.45 Process Activities - Service Charter

      02:25

    • 4.46 Process Activities, Methods and Techniques

      02:38

    • 4.47 Triggers

      02:00

    • 4.48 Inputs, Outputs and Interfaces

      04:20

    • 4.49 Information Management

      01:13

    • 4.50 Critical Success Factors and KPI's

      03:08

    • 4.51 Challenges

      01:26

    • 4.52 Risks

      01:03

    • 4.53 Summary

      00:36

    • 4.54 Learning Unit 4.3 - Financial Management for IT Services

      00:16

    • 4.55 Learning Unit Objectives

      00:57

    • 4.56 Financial Management for IT Services

      01:23

    • 4.57 Financial Management for IT Services

      02:15

    • 4.58 Financial Management for IT Services - Value to Business

      01:55

    • 4.59 Enterprise Financial Management Policies

      04:21

    • 4.60 Compliance

      01:37

    • 4.61 Major Inputs, Outputs and Activities of Financial Management for IT Services

      01:11

    • 4.62 Major Inputs

      02:47

    • 4.63 Major Outputs

      03:33

    • 4.64 Process Activities, Methods and Techniques - Accounting

      01:49

    • 4.65 Accounting : Cost Models

      02:22

    • 4.66 Cost Models - Cost by IT Organization Model

      02:06

    • 4.67 Cost By Service

      00:44

    • 4.68 Cost Models - Cost by Service

      02:09

    • 4.69 Cost By Customer, Cost By location

      01:13

    • 4.70 Cost by Customer and Cost by location

      02:32

    • 4.71 Hybrid Cost Models

      01:23

    • 4.72 Cost Model - Hybrid Cost Model

      01:03

    • 4.73 Accounting : Cost Centre's and Cost Units

      02:42

    • 4.74 Accounting : Cost Types and Cost Elements

      02:48

    • 4.75 Accounting : Cost Classification

      02:59

    • 4.76 Accounting - Activities - Chart Of Accounts, Analysis, Reporting and Action Plans

      03:19

    • 4.77 Process Activities, Methods and Techniques - Budgeting

      02:34

    • 4.78 Budgeting - Activities

      03:08

    • 4.79 Process Activities, Methods and Techniques - Charging

      02:11

    • 4.80 Charging - Activities

      07:27

    • 4.81 Inputs, Outputs, Triggers

      03:21

    • 4.82 Interfaces

      03:17

    • 4.83 Information Management

      01:09

    • 4.84 Critical Success Factors and Key Performance Indicators

      02:49

    • 4.85 Challenges

      01:40

    • 4.86 Risks

      01:13

    • 4.87 Summary

      00:28

    • 4.88 Learning Unit 4.4 - Demand Management

      00:15

    • 4.89 Learning Unit Objectives

      00:43

    • 4.90 Purpose and Objectives

      02:39

    • 4.91 Scope

      00:25

    • 4.92 Value to Business

      01:08

    • 4.93 Demand Management Activities

      01:43

    • 4.94 Difference between Demand Management and Capacity Management

      01:45

    • 4.95 Supply and Demand - Correlation

      01:47

    • 4.96 Demand Management through the Lifecycle

      02:09

    • 4.97 Sources of Demand Forecasting

      00:58

    • 4.98 Patterns of Business Activity

      02:25

    • 4.99 User Profiles, Activity Based Demand Management

      01:54

    • 4.100 Activity Based Demand Management - Examples

      01:10

    • 4.101 Process Activities, Methods and Techniques

      02:15

    • 4.102 Inputs and Outputs

      01:38

    • 4.103 Interfaces

      02:52

    • 4.104 Interfaces - Cont

      02:04

    • 4.105 Triggers

      00:59

    • 4.106 CSF and KPI's

      02:53

    • 4.107 Challenges and Risks

      01:13

    • 4.108 Summary

      00:40

    • 4.109 Learning Unit 4.5 - Business Relationship Management

      00:17

    • 4.110 Learning Unit Objectives

      00:55

    • 4.111 Purpose - Two Fold

      02:07

    • 4.112 Objectives

      01:37

    • 4.113 Scope

      02:23

    • 4.114 Value to Business

      02:25

    • 4.115 Relationship with other Service Management Processes

      01:48

    • 4.116 Business Relationship Management Vs Business Relationship Manager

      02:08

    • 4.117 Customer Portfolio

      03:14

    • 4.118 Conflicts - Customers and Users ???

      02:10

    • 4.119 Service Requirements

      03:19

    • 4.120 Business relationship management activities

      01:08

    • 4.121 Nature of the Business Relationship Management Process

      03:02

    • 4.122 BRM Process through the life cycle

      03:12

    • 4.123 Interfaces - Life cycle

      09:32

    • 4.124 Triggers

      00:43

    • 4.125 Inputs

      00:48

    • 4.126 Outputs

      00:26

    • 4.127 Interfaces - Other Processes

      04:56

    • 4.128 Information Management

      01:29

    • 4.129 CSF and KPI's

      02:41

    • 4.130 Challenges

      01:29

    • 4.131 Risks

      01:31

    • 4.132 Summary

      00:36

    • 4.133 Exercises

      00:06

    • 4.134 Exercise 1 : Demand Management Activities

      00:57

    • 4.135 Exercise 2 : Challenges - Strategy Mangement for IT Services

      01:12

    • 4.136 Quiz

  • Learning Unit 05 - Service Strategy, Governance, Architecture and ITSM Implementation Strategies

    53:53Preview

    • 5.1 Learning Unit 05 - Service Strategy, Governance, Architecture and ITSM Implementation Strategies

      01:04

    • 5.2 Learning Unit Objectives

      00:51

    • 5.3 Service Strategy - Governance

      03:11

    • 5.4 Difference between Governance and Management

      01:13

    • 5.5 Governance Framework and IT Governance

      01:34

    • 5.6 How is Corporate governance of IT defined, fulfilled and enforced ?

      01:08

    • 5.7 How does service strategy relate to governance ?

      01:49

    • 5.8 Setting the strategy, policies and plans

      01:43

    • 5.9 Direct - Activities

      00:56

    • 5.10 Monitor - Areas

      00:56

    • 5.11 Establishing and Maintaining a Service Management System

      02:27

    • 5.12 IT Service Strategy and the Business

      01:18

    • 5.13 Using Strategy to achieve balance

      01:47

    • 5.14 IT Service Strategy and the Business - Integrated Patterns

      01:52

    • 5.15 IT Service Strategy and Application Development

      02:03

    • 5.16 Creating a strategy for Implementing SM Processes - Types of Service Mangement Implementations

      04:19

    • 5.17 Strategies for Organization's

      02:49

    • 5.18 Implementation Strategy - Defining a Vision and Mission for the SM Implementation

      02:05

    • 5.19 Defining the Vision and Mission - Steps

      04:28

    • 5.20 Service Management Assessment

      02:50

    • 5.21 Service Management Assessment - Variables

      03:52

    • 5.22 Objective for Implementing Service Management

      03:38

    • 5.23 Preparing a business case

      02:31

    • 5.24 The Project Charter - Contents

      01:44

    • 5.25 Go or No Go - Decision - Factors

      01:03

    • 5.26 Summary

      00:42

    • 5.27 Quiz

  • Learning Unit 06 - Organizing for Service Strategy

    41:12Preview

    • 6.1 Learning Unit 06 - Organizing for Service Strategy

      00:45

    • 6.2 Learning Unit Objectives

      00:40

    • 6.3 Organizational Development

      01:30

    • 6.4 5 Stages of Organizational Development

      03:32

    • 6.5 5 Stages of Organizational Development - Cont

      01:16

    • 6.6 Deciding on a Structure

      03:22

    • 6.7 Organizational Departmentalization

      01:26

    • 6.8 Organizing for Service Strategy - Organizational Design

      00:39

    • 6.9 Organizational Design Steps

      00:57

    • 6.10 Organizing for Service Strategy - Organizational Culture

      02:31

    • 6.11 Organizing for Service - Strategy Functions

      01:14

    • 6.12 Roles - Generic Service Owner Roles

      02:49

    • 6.13 Roles - Generic Process Owner Role

      01:35

    • 6.14 Roles - Generic Process Manager Role

      01:29

    • 6.15 Roles - Generic Process Practitioner Role

      01:16

    • 6.16 Roles - Strategy Management for IT Service Roles

      01:37

    • 6.17 Roles - Strategy Management for IT Service Roles

      01:50

    • 6.18 Roles - Service Portfolio Management Roles

      01:31

    • 6.19 Roles - Business Relationship Management Roles

      02:00

    • 6.20 Roles - Business Relationship Management Roles

      00:28

    • 6.21 Roles - Financial Management for IT services roles

      02:22

    • 6.22 Roles - Demand Management Roles

      01:25

    • 6.23 Competence and Training

      01:37

    • 6.24 Attributes Required

      01:10

    • 6.25 Responsibility Model - RACI

      01:30

    • 6.26 Summary

      00:41

    • 6.27 Quiz

  • Learning Unit 07 - Technology Considerations

    18:30Preview

    • 7.1 Learning Unit 07 - Technology Considerations

      00:29

    • 7.2 Learning Unit Objectives

      00:30

    • 7.3 Service Automation

      02:15

    • 7.4 Service Automation - Cont

      03:06

    • 7.5 Instrumentation Techniques

      00:48

    • 7.6 Characteristics Of Good Service Interfaces

      02:00

    • 7.7 Types Of Technology Encounters - Froehle and Roth, 2004

      02:45

    • 7.8 Service Interfaces

      03:06

    • 7.9 Tools For Service Strategy

      02:58

    • 7.10 Summary

      00:33

    • 7.11 Quiz

  • Learning Unit 08 - Implementing Service Strategy

    21:23Preview

    • 8.1 Learning Unit 08 - Implementing Service Strategy

      00:27

    • 8.2 Learning Unit Objectives

      00:31

    • 8.3 Implementing Service Strategy - Implementation through the lifecycle

      01:59

    • 8.4 Service Strategy Implementation activities following a lifecycle approach

      04:25

    • 8.5 Designing Service Strategy

      01:21

    • 8.6 Transitioning Service Strategy

      01:42

    • 8.7 Operating and Continual Improvement of Service Strategy - Activities

      01:55

    • 8.8 Impact of Service Strategy on other Stages

      03:43

    • 8.9 Key importance with Other Lifecycle Phases

      04:50

    • 8.10 Summary

      00:30

    • 8.11 Quiz

  • Learning Unit 09 - Challenges, Critical Success Factors and Risks

    06:09Preview

    • 9.1 Learning Unit 09 - Challenges, Critical Success Factors and Risks

      00:24

    • 9.2 Learning Unit Objectives

      00:14

    • 9.3 Challenges and Risks

      04:06

    • 9.4 Critical Success Factors

      01:13

    • 9.5 Summary

      00:12

    • 9.6 Quiz

  • Learning Unit 10 - Summary and Directed Studies

    00:50

    • 10.1 Learning Unit 10 - Summary and Directed Studies

      00:30

    • 10.2 Directed Studies and glossary

      00:02

    • 10.3 Checkpoints

      00:03

    • 10.4 THANK YOU

      00:15