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ITIL® Service Strategy Training Course

Understand How Service Strategy Can Be Used To Enhance The Quality Of IT Services


Following the successful launch of ITIL® 4, with the higher modules from the Managing Professional and Strategic Leader streams establishing themselves in the market - AXELOS has taken the decision to stop offering the previous version of the World’s leading certification in IT Service Management, ITIL® V3, by the end of 2021.

There will be a phased approach to discontinuing the Foundation and Intermediate examinations to allow you enough time to complete your ITIL® V3 Intermediate level certifications, so you can accumulate enough credits to qualify for the Transition examination.

Please Note: The confirmed timings are as follows:

  • ITIL® V3 Foundation – discontinued as of 1 July 2021
  • ITIL® V3 Intermediates – discontinued as of 1 Jan 2022
  • ITIL® MALC - discontinued as of 1 Jan 2022
  • ITIL® 4 Managing Professional Transition (English) - discontinued as of 1 July 2022

The ITIL® Service Strategy certificate is the first phase in the IT Service Management lifecycle, which focuses on the business fundamentals to drive the need for IT services.This three-day course will take you through an explanation of these fundamentals and show how they drive the need for IT services and provide justification for investments.It will cover how to design, develop, and implement service management - not only as an organisational capability but also as a strategic asset.

Please Note

You can book this course and hold it in credit until you have decided on a specific course date. Alternatively, please view our other course dates.
Exam Included
3 Days
£1295Excl. VAT

Course Outline

This course is split in to modules. The following modules aim to give you a thorough understanding of each course topic:

  • Introduction to Service Strategy – This module addresses the core concepts of Service Strategy in terms of its purpose, objectives, scope and its relationship to the other ITIL® lifecycle stages.
  • Service Strategy Principles – This module covers 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 – This module covers the managerial and supervisory aspects of Service Strategy processes. It excludes the day-to-day operation of the processes which are covered in the service capability phase.
  • Governance – This unit covers the strategic level concepts of governance as it relates to Service Strategy.
  • Organising for Service Strategy – This module covers the concepts of organisational considerations as they relate to Service Strategy.
  • Technology Considerations – This module covers the technology considerations for Service Strategy including service automation, analytics and technology interfaces.
  • Implementing Service Strategy - The ITIL® approach for implementing Service Strategy.
  • Service Strategy Challenges, Critical Success Factors and Risks – This module looks at what difficulties and challenges may be ahead, and what measurements need to be put in place in order to ensure targets are met.


The ITIL® Service Strategy intermediate certificate is one of the five lifecycle phase courses that builds on the knowledge gained from the ITIL® Foundation certificate.This lifecycle phase is for you if you wish to seek, or currently hold, a management or team leader role within your organisation. The primary focus for this ITIL® Service Strategy certification is the management of teams responsible for the strategic assessment and planning for new or changing IT services, which will enable your organisation to achieve its strategic goals.

About the Course

All of our tutors are experienced Service Management experts, and they will explain in detail the relevant aspects of Service Strategy. You will be taken through the strategies, policies and constraints needed to plan, and put into operation, the policies and procedures, and architectures that aim to deliver more effective and efficient IT services.

You will learn all about the following skills and abilities:

  • Service Strategy Principles
  • Defining services and market spaces
  • Conducting Strategic Assessments
  • Financial Management
  • Service Portfolio Management
  • Managing demand
  • Driving strategy through the Service Lifecycle
  • Understanding Critical Success Factors and risks

Who Should Attend

  • You wish to have a greater 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 your organisation
  • You are a IT professional working in a role associated with strategic planning, execution and control within a service-based business model, or you are seeking an understanding of the concepts, processes, functions and activities involved in Service Strategy
  • You are seeking progress towards the ITIL® Master in IT Service Management for which the ITIL® Expert is a prerequisite.

    You are in one of the following IT professions or areas:

    • IT Management
    • IT Finance Manager
    • Supplier Relationship Management

    Materials Provided

    • A full copy of all course slides, with room to make your own notes
    • A personal copy of the Key Element Guide – Service Strategy pocketbook
    • A full copy of the ITIL® Glossary and Acronym List
    • Course hand outs to aid further understanding where applicable
    • Sample questions

    Organisational Benefits

    By ensuring that the business and IT work together as a team, this will ensure that the design and delivery of a new or changed service meets the customer requirements. By adopting service strategy principles, it will allow the technical teams to develop the service quicker as there will be less opportunity for any misunderstanding, through regular and accurate liaison and communication.

    IT staff will be more aligned with the aims of the business as a whole, rather than just the technical aspects. Service strategy is a key area for those professionals working in roles associated with the strategic planning, execution and control within a service-based business model, including those seeking an understanding of the concepts, processes, functions and activities involved.

    Individual Benefits

    You will gain an understanding on how to identify and meet the required outcomes for the business, plus what level of service is required, and how this can be achieved. By enabling IT to be able to respond quickly and effectively to the needs of the business, will generate increased team functionality – increased enjoyment of delivering what was required, on time. By having a better understanding of the best-practice framework, it will enable you to identify areas for improvement back at the workplace, and allow you to develop your current role further, and help you do your job better.The reward being advancement within your company and a potential to increase your salary!


    Candidates are required to have completed the ITIL® Foundation Certificate in IT Service Management and have a minimum of two years relevant IT experience. Please note that as of May 2015 PeopleCert requires evidence of this certificate. In order to sit the exam you must provide a paper photocopy of your ITIL Foundation Certificate - please ensure you bring this with you on the first day of your course. If you fail to do so you will NOT be able to sit the exam.

    Photographic ID is required for all exams, otherwise results will be withheld until proof has been provided.


    It is not compulsory but it is recommended that you purchase the following volumes:

    • ITIL® Service Strategy
    • ITIL® Service Design
    • ITIL® Service Transition
    • ITIL® Service Operation
    • ITIL® Continual Service Improvement

    The latest ITIL® Core Volumes can be purchased through Purple Griffon for £85 per volume or £299 for the complete set of 5 volumes.

    Exam Overview

    Please note that as of May 2015 PeopleCert requires evidence of this certificate. In order to sit the exam you must provide a paper photocopy of your ITIL Foundation Certificate - please ensure you bring this with you on the first day of your course. If you fail to do so you will NOT be able to sit the exam.

    The course ends with a 90 minute ‘closed book’ exam of a multiple-choice, scenario based, gradient-scored paper of 8 questions. Each question will have 4 possible answer options, one which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.

    In order to achieve the pass mark, you must achieve at least 28 marks out of a possible 40 (70%).

    The examination is taken on the afternoon of the 3rd day.

    Exam Type

    Classroom Exam

    Professional Development Units - PDUs

    Our classroom based ITIL® Service Strategy training course does not currently attract any Professional Development Units – PDU's.

    The course does however give you 3 Credits towards the ITIL® Expert qualification.


    ITIL® Service Strategy Certificate

    Next Steps

    Contact one of our helpful account managers who will be able to assist you in deciding your next steps – whether this is sitting another Lifecycle course, or something else, such as a Capability or Specialist course perhaps.


    This ITIL® Service Strategy course will provide you with the details and key steps that are needed if you are involved in the planning of the strategies and architectures to deliver effective and efficient IT services that will serve the organisation well. By achieving a pass mark in this exam, you will be awarded 3 points towards your ITIL® Credit Score, with a total of 22 points being required in order to be awarded the ITIL® Expert certification.

    ITIL® Service Strategy Course Dates

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