ITIL® Service Lifecycle: Service Strategy

The ITIL® Intermediate Qualification: Service Strategy Certificate is part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert in IT Service Management Certificate. This 3 day course covers the management and control of the activities and techniques within the Service Strategy stage. The course looks at strategic planning, execution and control within a service-based business model, to describe strategic perspectives, plans, positions and patters as applied to service management in IT and it positions the candidate to successfully complete the associated exam.


At the end of this 3 day course, the student will gain competencies in:

  • Service Strategy Principles

  • Management and control of all Service Strategy activities

  • Roles and responsibilities within Service Strategy and the activities and functions

  • How to measure Service Strategy performance

  • Technology and implementation requirements in support of Service Strategy

  • Challenges, critical success factors, and risks related with Service Strategy

  • The course prepares candidates for the ITIL Intermediate Qualification: Service Strategy Certification Exam

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
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Course Outline

MODULE 1: Introduction and Overview

Service Strategy Principles

  • The logic of value-creation within the Service Lifecycle

  • Capabilities and resources

  • Service Strategy & the overall ITIL® Lifecycle

  • Strategy concepts and practices applied to Service Management and IT

  • Exploring strategic perspectives, plans, positions and patterns

MODULE 2: Defining Services & Market Spaces

Core Concepts

  • Practices in internal marketing, business development and opportunity analysis

  • Planning and execution services in the Service Lifecycle

  • Identifying business outcomes

  • Translating services into customer outcomes, service assets, utility and warranty elements

  • Market spaces and services as configurations and patterns

  • Exploring opportunities for new or changes services

MODULE 3: Conducting Strategic Assessments

Assessing strategies

  • Customers and market spaces in strategic assessments

  • Determining the existing capabilities of a service provider

  • Critical Success Factors (CSFs)

  • Identifying and analyzing CSFs

  • Aligning existing services, capabilities and strategies with the customer's business

  • Gauging business potential of existing customers

  • Analyzing patters within the Service Catalog

  • Accounting for the business strategy of the customer

  • Environmental factors: trends, technological innovation and regulatory compliance

MODULE 4: Financial Management & Service Portfolio

Financial Management & Investments

  • Demonstrating service valuation and service provisioning

  • Analyzing the business impact

  • Funding the Service Portfolio and phases of the Lifecycle

  • Defining expectations or return on investments

  • The Service Portfolio

  • Examining key concepts and principles

  • Analyzing Service Portfolio methods and processes

MODULE 5: Managing Demand

Strategic for Demand Management

  • Profiling, segmentation and service packaging strategies

  • The roles of the Product Manager and Business Relationship Manager

  • Serving customer needs & business activity patterns

  • Challenges, opportunities and risks

  • Implementing high-level strategies for Demand Management

  • Demand and customer outcomes

  • Patterns of business activity and user profiles

  • Sources of demand and capacity within the Service Catalog and Service Pipeline

  • Core Service Packages and Service Level Packages

MODULE 6: Driving Strategy through the Service Lifecycle

Implementing Service Strategy

  • Tactics and operations for Service Strategy implementation

  • Opportunities for improvement

  • Service Strategy and the Service Lifecycle

  • Encoding strategic objectives with Service Design policies and constraints

  • Service Transition requirements to reduce costs and risks

  • Tactical plans for the Service Catalog and the Service Operations phase

MODULE 7: Critical Success Factors and Risks

Determining the viability of strategic positions and plans

  • The role of organizational development and sourcing

  • Determining automation and tools needed to meet strategic objectives

  • Benefits and risks

  • Complexity, coordination, intangible assets and Total Cost of Utilization (TCU)

  • Types of risks and approaches to mitigate risks



To be eligible for the ITIL® Intermediate Qualification: Service Strategy examination, candidates shall fulfill the following requirements:

  • At least 21 contact hours of instruction

  • Basic IT literacy or around 2 years of IT experiences is desirable

  • Hold the ITIL® Foundation Certificate in IT Service Management

Passing score is 70%. Eight (8) multiple choice, scenario based, gradient scored questions. Each question will have 4 possible answer options, one of which is worth 5 marks, one of which is 3 marks, one of which is 1 mark, and one of which is a distracter and achieves no marks. Maximum 90 minutes for all candidates in their respective language.


ITIL® is a registered trade mark of AXELOS Limited.


  • CIOs, CTOs, managers, supervisory staff, and team leaders

  • Service designers, IT architects, planners, consultants, and security managers

  • Any other IT operations, technical, or IT management personnel requiring more information about ITIL® best practices related to service strategy

  • Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT


  • ITIL®Foundation certification (v3 or newer) required

  • Two years of relevant work experience



ITIL® is a registered trade mark of AXELOS Limited.

Available Course Dates

02/06/2018 10:00 am - 02/08/2018 6:00 pm
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