ITIL Service Strategy (SS)

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About this Course

Service Strategy is the axis upon which the other stages of the IT Infrastructure Library® (ITIL®) service lifecycle are based. It is this stage that sets and manages the overall strategy for IT, based upon the organization’s overall business strategy. Based on the Service Strategy publication of the ITIL® core library, this course focuses on designing, developing and implementing service management as both an organizational capability and a strategic asset. This course focuses on principles such as:

  • Value Creation
  • Service Assets
  • Service Provider Types
  • Service Structures
  • Service Economics

Embedded into the three (3) day class is our unique virtualization, Living the Lifecycle®. Woven through all ITSM Academy’s ITIL® certification classes, this series brings processes and concepts to life and identifies practical ways to overcome real-world challenges.

Living the Lifecycle® successfully enables active learning by encouraging the participants to:

  • Discuss and understand pure ITIL® concepts
  • Apply concepts to a “neutral” real world situation
  • Learn different perspectives
  • Reinforce examinable concepts

Audience Profile

Anyone involved in setting IT’s strategic direction including

  • CIOs, CTOs, 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
  • Business and IT consultants involved in the high level implementation of Service Management processes
  • Individuals seeking to achieve the ITIL® Expert or ITIL® Master qualification

At Course Completion

Upon successful completion learners will understand:

  • Service Strategy purpose, objectives and value
  • Service Strategy principles
  • Defining services and market spaces
  • Conducting strategic assessments
  • Service Strategy processes: Strategy, Service Portfolio, Financial, Demand and Business Relationship Management
  • Driving strategy through the service lifecycle
  • Understanding challenges, critical success factors and risks


  • The ITIL® Foundation Certification in IT Service Management - obtained through ITIL® V3 Foundation or Foundation Bridge Course.
  • Learners must complete at least 21 hours of personal study by reviewing the Service Strategy publication.

Exam & Certification:

Successfully passing (65%)the 90 minute exam, consisting of eight (8) complex, multi-part, multiple choice scenario-based gradient scored questions, leads to the ITIL® Intermediate Qualification: Service Strategy Certificate.

ITIL®  Expert: Earn 3 credits of the 22 required to achieve the ITIL® Expert Certification.

Project Management Institute (PMI) Professional Development Units (PDUs):  ITSM Academy is recognized by PMI as a Global R.E.P. You will earn 22contact hours or PDUs upon completion of this course.


ITIL® is a registered trade mark of AXELOS limited.

IT Infrastructure Library® is a registered trade mark of AXELOS limited.

All ITIL® courses are offered by Service Management Dynamix and ITSM Academy.


Course Outline

  • Introduction to Service Strategy
  • Service Strategy Principals
  • Service Design
  • Service Transition
  • Service Strategy Processes
  • Governance
  • Homework
  • Continual Srevice Improvement
  • Technology and Architecture
  • Challenges, Critical Success Factors, and Risks
  • Exam Prep / Mock Exam