ITIL® Service Strategy

A 4-day public or private Class Trainer Course, self-paced Cloud Trainer
DIY option also available.


The ITIL® Service Strategy course provides, tests and validates knowledge on industry practices in service management as documented in the ITIL® Service Strategy publication.

The course and associated examination are free- standing and form part of the ITIL® intermediate lifecycle stream. It is one of the modules that leads to the ITIL® Expert Certificate in IT Service Management and carries a credit value of 3 points.


Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this ITIL® Service Strategy certificate:

  • 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

Who should attend?

The course and examination are suitable for:

  • Individuals who require a detailed understanding of the ITIL service strategy stage of the ITIL service lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization
  • IT professionals working within or about to enter a service strategy environment and requiring an understanding of the concepts, processes, functions and activities involved
  • Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications
  • Individuals seeking the ITIL Expert Certification in IT Service Management for which this qualification can be one of the prerequisite modules
  • Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.


Students wishing to attend this course and take the examination must fulfill the following requirements:

  • Hold the ITIL Foundation Certificate in IT Service Management (or equivalent) which must be presented as documentary evidence to gain admission
  • Attend an accredited training course

In addition, it is desirable that students have a basic IT literacy and around 2 years IT experience.


The course is delivered in accordance with an accredited course syllabus and certification process. It combines tutorials, practical exercises and examination practice, reinforced through the trainers proven implementation track record.


Introduction to service strategy

The purpose, objectives and scope service strategy and its relationship to the other service lifecycle stages

Service strategy principles

The elements of service strategy that are necessary to understand, use and apply the processes within service strategy to create business value

Service strategy processes

The managerial and supervisory aspects of the ITIL processes covered in the service strategy stage, excluding the day-to-day operation of processes covered in the ITIL Intermediate Capability modules


The strategic level concepts of governance as it relates to service strategy

Organising for service strategy

The concepts of organizational considerations relating to service strategy

Technology considerations

Technology considerations for service strategy including service automation, analytics and technology interfaces

Implementing and improving service strategy

The ITIL® approach for implementing service strategy

Challenges, critical success factors and risk

The challenges and risks facing service strategy and service strategy critical success factors (CSFs)


Delegates will be issued with a course workbook, in-course hand-outs andother relevant material.


The qualification is based on a 90 minute closed-book examination of 8 complex, scenario based multiple choice questions. Successful delegates will be awarded the ITIL Intermediate Qualification: Service Strategy Certificate.

The qualification is free standing, but also counts as 3 credits towards the ITIL Expert Certification.

Delivery Options

CLASSROOM-TRAINER (Public) – A public schedule of classroom based
training events
CLASSROOM-TRAINER (Private) – Onsite, private training courses for
individual organizations and their staff (contact us for a quote)
E-learning solution (CLOUD-TRAINER (DIY)) – Online Self Study courses
with mentoring support