This course immerses participants in the overall concepts, processes, policies and methods associated with the Service Strategy phase of the Service Lifecycle. The course covers the management and control of the activities and techniques within the Service Strategy stage, but not the detail of each of the supporting processes. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practice and positions the participant to successfully complete the associated exam.


The course is important for IT professionals working in roles associated with strategic planning, execution and control within a service-based business model. Participants will gain a deeper understanding of the Service Strategy stage of the Service Lifecycle and how activities in this stage may be implemented to enhance the quality of IT service management within an organization. This course is of special interest for ITIL Foundation certified professionals extending their qualifications to ITIL Expert (and later ITIL Master) level for which this qualification is a prerequisite.



At the end of this course, participants will be able to:

  • Understand Service Management as a practice and Service Strategy principles, purpose and objective.
  • Understand how all Service Strategy processes interact with other Service Lifecycle processes.
  • Identify the activities, methods and functions used in each of the Service Strategy processes.
  • Identify the roles and responsibilities within Service Strategy and the activities and functions to achieve operational excellence.
  • Measure Service Strategy performance.
  • Understand technology and implementation requirements in support of Service Strategy.
  • Identify the challenges, critical success factors and risks related with Service Strategy.



CIO/CTOs, Supervisory staff, IT Team leaders, IT Designers, IT Architects, IT Consultants, IT Audit Managers, IT Security Managers, Service Test Managers, ITSM Trainers



Participants need to attain the ITIL® Foundation certificate. In addition, around 2 years of IT experience is desirable.



Module 1: Course Introduction

  • Introductions
  • Course Introduction
  • Course Learning Objectives
  • Unique Nature of the Course
  • Course Agenda and Exam Details
  • Course Agenda
  • ITIL Intermediate Classroom Course
  • ITIL Intermediate Expert Program Course
  • ITIL Intermediate Classroom Blended Course
  • ITIL Intermediate Virtual Classroom Blended Course


Module 2: Introduction to Service Strategy

  • Purpose and Objectives
  • Scope of Service Strategy
  • Value to the Business
  • Relationship with Other Lifecycle Phases
  • Group/Individual Exercise


Module 3: Service Strategy Principles

  • Basic Approach to Deciding a Strategy
  • Strategy and Opposing Dynamics and Outperforming Competitors
  • The Four Ps of Service Strategy
  • Services and Value
  • Utility and Warranty of Services
  • Customer Assets, Service Assets, and Strategic Assets
  • Service Providers – Types and Choosing Between Them
  • Defining Services
  • Strategies for Customer Satisfaction
  • Service Economics
  • Sourcing Strategy
  • Strategy Inputs and Outputs with the Service Lifecycle


Module 4: Service Strategy Processes

  • Strategy Management for IT Services
  • Service Portfolio Management
  • Financial Management for IT Services
  • Demand Management
  • Business Relationship Management
  • Group/Individual Exercise
  • Sample Test Questions
  • Governance


Module 5: Governance

  • Strategizing for Governance
  • The Governance Framework
  • IT Governance
  • Governance Bodies
  • Relationship of Service Strategy with Governance
  • Group/Individual Exercise


Module 6: Organizing for Service Strategy

  • Organizational Development
  • Departmentalization Organization
  • Organizational Design
  • Service Owner and Business Relationship Manager
  • Other Roles


Module 7: Technology Considerations

  • Service Automation
  • Service Interfaces


Module 8: Implementing Service Strategy

  • Implementation Through the Lifecycle
  • Following the Lifecycle Approach
  • Impact of Service Strategy on Other Lifecycle Phases
  • Group/Individual Exercise


Module 9: Challenges, Critical Success Factors, and Risks

  • Challenges
  • Risks
  • CSFs
  • Sample Test Question


Exam Preparation Guide

Mock Exam 1

Mock Exam 2



  • ITIL® Service Design Lifecycle
  • ITIL® Service Transition Lifecycle
  • ITIL® Service Operation Lifecycle
  • ITIL® Continual Service Improvement Lifecycle
  • ITIL® Operational Support and Analysis Capability
  • ITIL® Managing Across the Lifecycle


Related Certification

  • ITIL® Expert (Exam ITIL® Intermediate SS)