ITIL Intermediate Full Package Course

@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:

A passing mark in the ITIL Foundation certification examination

Have 16 contact hours of instruction with an accredited training organization/trainer
Basic IT literacy and around 2 years of IT experience are considered desirable

Course Duration: 16 Hours per module

Course Objectives: Candidates can expect to gain knowledge and understanding in the following upon successful
completion of the education and examination components related to this certification

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

ITIL Intermediate Full Package Course

@16,0000BDT
Change Management, Program Management,
Management and Delivery Management.

Project is evident from the string of certificates he has obtained

and which he also teaches. He conducted classes on ITIL,
PRINCE2, ISO 27001, ISO 20000, ISO 9001, Cloud
Information security implementation, IT Service Management Computing, Risk Management, Change Management and
implementation, Business Continuity implementation, Enterprise Business Continuity Management. Currently he is working
Risk Management Implementations, IT Assurance, ISMS Audit, as Assistant Vice President, IT Governance and Compliance
ISMS Control Design, PCI DSS Implementation, Vulnerability at BRAC IT Services Limited.
Assessments for Bangladesh.
He has conducted workshop on ITIL & IT service
Empanelled trainer and auditor with some certification bodies in management:
Bangladesh for ITIL, PRINCE2, ISO 27001, ISO 20000, ISO 9001, Ericsson, IBM, Huawei, GrameenPhone, UNDP, CityCell,
and PCI DSS standards.
WorldVision, GIZ, UCBL, ICDDRB, STS Group, Robi,
Course Details:
Service Strategy
Introduction to service strategy
The purpose, goals and objectives of service strategy
The scope of service strategy
The value to the business
The context of service strategy in relation to all other lifecycle stages
Service strategy principles
The ability to decide on a service strategy
How to utilize the four Ps of service strategy
How to define services, create value and leverage the combined use of utility and warranty
How to use service economics and sourcing strategies when meeting business outcomes
Service strategy processes
The management level concepts for the five service strategy processes and how they flow and integrate with the
lifecycle
The purpose, scope and objectives of each service strategy process and how they link to value for the business.
Governance
The ability to analyze IT governance and use it to set strategy by leveraging governance frameworks, bodies.
Organizing for service strategy
The ability to create an organizational design using the relevant development and departmental methods
Technology considerations
Understand the relevance and opportunities for service automation and the importance and application of
technology interfaces across the lifecycle.
Implementing service strategy
Develop implementation strategies that follow a lifecycle approach (e.g. design, transition, operation and
improvement, programmes)
Challenges, critical success factors and risks
The ability to provide insight and guidance for strategic challenges, risks and critical success factors
Service Design
Introduction to service design
The purpose, goals and objectives of service design
The scope of service design
The business value of service design activities

ITIL Intermediate Full Package Course

@16,0000BDT

The context of service design in the ITIL service lifecycle

Service design inputs and outputs and the contents and use of the service design package and service
acceptance criteria
Service design principles
Design service solutions related to a customers needs
Design and utilize the service portfolio to enhance business value
The measurement systems and metrics
Service design models to accommodate different service solutions
Service design processes
The interaction of service design processes
The flow of service design as it relates to the business and customer
The five design aspects and how they are incorporated into the service design process
Service design technology-related activities
Requirements engineering in the design process and utilizing the three types of requirements as identified for
any system; functional, management/operations and usability
The design of technical architectures for data and information management, and application management
Organizing for service design
How to design, implement and populate a RACI diagram for any process that is within the scope of IT service
management
The service design roles and responsibilities, where and how they are used and how a service design
organization would be structured to use these roles
Technology considerations
Service design related service management tools, where and how they would be used
The benefits and types of tools that support service design
Implementation and improvement of service design
The six-stage implementation/improvement cycle and how the activities in each stage of the cycle are applied
How business impact analysis, service level requirements and risk assessment can affect service design solutions
Challenges, critical success factors and risks
Be able to provide insight and guidance for design challenges, risks and critical success factors
Service Transition
Introduction to service transition
The purpose and objectives of service transition
The scope of service transition and ways that service transition adds value to the business
The context of service transition in relation to all other lifecycle stages
Service transition principles
Service transition policies, principles and best practices for service transition
How to use metrics to ensure the quality of a new or changed service and the effectiveness and efficiency of
service transition
The inputs to and outputs from service transition as it interfaces with the other service lifecycle phases
Service transition processes
A management perspective of the purpose and value of the service transition processes, how they integrate
within service transition and how they interface with other lifecycle phases
Managing people through service transitions
How to address and manage the communication and commitment aspects of service transition How to
manage organizational and stakeholder change
How to develop a stakeholder management strategy, map and analyse stakeholders and monitor changes in
stakeholder commitment
Organizing for service transition
How the technical and application management functions interface with service transition

ITIL Intermediate Full Package Course

@16,0000BDT

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

ITIL Intermediate Full Package Course

@16,0000BDT
Challenges, critical success factors and risks
The challenges (e.g. engagement with staff outside service operation, justifying funding), critical success factors
(e.g. management and business support, staff retention) and risks (e.g. loss of service) related to service
operation.
Continual Service Improvement
Introduction to continual service improvement
The purpose, objectives and scope of CSI
The value to the business of adopting and implementing CSI
The context of CSI in the ITIL service lifecycle
The approach to CSI, including key interfaces and inputs and outputs
Continual service improvement principles
How the success of CSI depends on understanding change in the organization and having clear accountability
How service level management and knowledge management influence and support CSI
How the complete Deming Cycle works, and how it can be applied to a real world example
How CSI can make effective use of the various aspects of service measurement
What situations require the use of frameworks and models, and examples of how each type can be used to
achieve improvement
Continual service improvement process
What the seven-step improvement process is, how each step can be applied and the benefits produced
How CSI integrates with the other stages in the ITIL service lifecycle
How other processes play key roles in the seven-step improvement process
Continual service improvement methods and techniques
When to use assessments, what to assess and how a gap analysis can provide insight into the areas that have
room for improvement
How to use benchmarking, service measurement, metrics, service reporting, including balanced scorecard and
SWOT, to support CSI
How to create a return on investment, establish a business case and measure the benefits achieved
How techniques within availability management, capacity management, IT service continuity management and
problem management can be used by CSI
Organizing for continual service improvement
The role of the CSI manager, and the roles of service owner, process owner, process manager and process
practitioner in the context of CSI and how they can be positioned within an organization
How to design, implement and populate a RACI (responsible, accountable, consulted, informed) diagram as well
as how to use it to support CSI
Technology considerations
The technology and tools required and how these would be implemented and managed to support CSI activities
such as performance, project and portfolio management, as well as service measurement and business
intelligence reporting
Implementing continual service improvement
CSI implementation: strategy, planning, governance, communication, project management, operation, as well as
how to deal with cultural and organizational change
Challenges, critical success factors and risks
The challenges and risks such as staffing, funding, management, etc., which can be related to CSI and the details
behind how each challenge can be addressed
The critical success factors related to CSI as well as how to measure and monitor them