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ITIL Inter - Service Strategy

The ITIL Service Strategy course is one of the five modules that make up the ITIL Intermediate "lifecycle stream".

Successful completion of the course and exam provides delegates with a Certificate in its own right and 3 ITIL credits towards the ITIL Expert qualification.

This ITIL Intermediate course builds on the principles covered as part of the ITIL Foundation course and is aligned to the 2011 syllabus.

The course covers the management and control of the activities and techniques within the Service Strategy stage of the ITIL lifecycle but not the full detail of each supporting process. [Comprehensive details of the processes from Service Strategy are mostly covered in the Service Offering and Agreements capability course.]

The course looks at the concept of Service Strategy as a practice and at the interfaces between Service Strategy and the other stages of the ITIL Service Lifecycle.

The Service Strategy course is primarily for IT Managers and Practitioners involved in the strategy, design, implementation and on-going support of business IT services. It is also suitable for those interfacing with information systems who require an insight into Service Management best practice. This may include Business Analysts, Business Relationship Managers, Project and Programme staff.


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Learning Objectives

How to design, develop, and implement service management not only as an organisational capability but also as a strategic asset.

• Introduction to service strategy
• Service strategy principles
• Service strategy processes
• Governance
• Organizing for service strategy
• Technology considerations
• Implementing service strategy
• Challenges, critical success factors and risks

Delegates will be fully prepared for the ITIL Service Strategy examination which is taken at the end of the course.


ITIL Foundation Certificate in IT Service Management (V3 or 2011 versions)

Basic IT literacy and 2 years' IT experience are recommended.

Course Content

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 P’s 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

The ability to analyse IT governance and use it to set strategy by leveraging governance frameworks and bodies

Organising for service strategy
The ability to create an organisational 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 sucess factors and risks
The ability to provide insight and guidance for strategic challenges, risks and critical success factors

Exams & Certification

ITIL Lifecycle Certificate in Service Strategy.

The exam is taken on the final day of the course:

Format:   8 multiple choice, scenario based, gradient scored questions
Duration:   90 minutes
Open Book:   No
Pass Mark:   28/40 or 70%

Successful candidates are awarded 3 ITIL Credits which contribute towards achievement of ITIL Expert

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