ITIL® Intermediate Lifecycle Path – Service Strategy

About the course

This ITIL Intermediate course introduces participants the overall concepts, processes, policies, and methods associated with the Service Strategy (SS) phase of the Service Lifecycle. The course covers the management and control of the activities and techniques within the SS phase. This course is designed using an engaging, exercise-based approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam.


The main target group for this ITIL® Intermediate Qualification Certificate includes, but is not restricted to:

  • Chief information officers (CIOs)
  • Chief technology officers (CTOs)
  • Managers
  • Supervisory staff
  • Team leaders
  • Service designers
  • IT architects
  • IT planners
  • IT consultants
  • IT audit managers
  • IT security managers
  • ITSM trainers involved in the on-going management, co-ordination and integration of strategizing activities within the service lifecycle
  • Individuals who require a deeper understanding of the ITIL® service strategy stage of the ITIL® service lifecycle and how activities in it may be implemented to enhance the quality of IT service management within an organization
  • IT professionals working in roles associated with strategic planning, execution and control within a service-based business model, seeking an understanding of the concepts, processes, functions and activities involved in service strategy
  • 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.


Candidates wishing to be trained and examined for this qualification must already hold the ITIL® Foundation Certificate.

There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable

Options of Course Delivery

  • In English and French
  • In class at the IT Chapter office located in Old Montreal, or virtual ONLINE (Instructor-Led) WEBEX
  • At the client site for group training to suit your needs
  • In a classroom blended mode: delivered on Friday, Friday, Saturday – the preferred course delivery method, which allows course participants sufficient time to study for the exam and minimise work disruption.

Certification Exam

  • This three (3) days classroom-training course with examination held on the afternoon of the 3rd day and includes a sample examination and preparation to re-enforce the knowledge gained.
  • The format of the examination consists of a closed book paper of 8 multiple-choice complex questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed an additional 30 minutes and allowed use of a dictionary). The passing mark is 70% or more than 28 correct answers.

Course Content

Through a series of lectures designed at achieving a clear understanding of the ITIL® Best Practice lifecycle approach and through various exercises, assignments and discussions, participants will gain the necessary knowledge of the following subjects:

  • 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.


  • The purpose of Service Strategy
  • The relationship of the Service Strategy to other ITIL stages

Service Strategy Principles

This unit introduces the candidate to the core concepts and practices in Strategy and organization applied to Service Management and IT.

  • Fundamental aspects of service strategy
  • Basic approach to deciding a strategy
  • Strategy and opposing dynamics
  • Outperforming competitors
  • The four P’s of service strategy
  • Services
  • Value
  • Utility and warranty
  • Assets – customer, service and strategic
  • Service Providers – types and choosing between them
  • Defining services
  • Strategies for customer satisfaction
  • The Kano model
  • Service economics
  • Sourcing strategy
  • Strategy inputs and outputs with the service lifecycle

Service Strategy Processes

  • Strategy management for IT services
    • The high level steps of performing a strategic assessment
    • Analyze the internal and external environment
    • Define market spaces and establish objectives
    • Strategy execution
  • Service portfolio management
  • Financial management for IT services
  • Demand management
  • Business relationship management

The following is discussed for each of the Service Strategy processes:

  • Purpose and objectives
  • Scope
  • Value to Business
  • Policies, principles and basic concepts
  • Process activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Critical success factors and key performance indicators
  • Challenges and risks


  • Setting the strategy for governance
  • Governance framework
  • What is IT governance
  • Governance bodies
  • How service strategy relates to governance

Organizing for service strategy

  • Organizational development
  • Organizational departmentalization
  • Organizational design
  • The role of service owner and business relationship manager
  • Strategy, portfolio, financial, and demand roles

Technology Considerations

  • Service automation
  • Service interfaces

Implementing Service strategy

  • Implementation through the lifecycle
  • Following a lifecycle approach
  • The impact of service strategy on other lifecycle stages

Service Strategy challenges, critical success factors and risks

  • Challenges
  • Risks
  • Critical success factors


check eLearning Self-Study


90 days



Group discounts available



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IT Chapter Training Facility is located at

204 rue Saint Sacrement, Suite 300 Montreal, QC H2Y 1W8

Tel: 514.868.2116 / 514.431.0542