Training & Certifications


The ITIL® SS (Service Strategy) course is part of the ITIL Intermediate Lifecycle stream. The course prepares candidates to take the ITIL Service Strategy Intermediate exam as well as providing valuable knowledge that can be implemented in the workplace. The Service Strategy Certificate is a free-standing qualification but is also part of the ITIL Intermediate Lifecycle stream. It is one of the modules that leads to the ITIL Expert Certificate in IT Service Management (ITSM). The purpose of this module, exam, and certificate is to impart, test, and validate the knowledge on industry practices in IT Service Management as documented in the ITIL Service Strategy publication.


At the end of the program, the participants will be able to :

  1. Understand the ITIL Service Strategy
  2. Know and understand the Service Strategy principles and processes
  3. Able to do governance on IT based on Service Strategy
  4. Organize the service management for Service Strategy
  5. Identify the challenges, critical success factors, and risks
  6. Implement the Service Strategy

CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, and IT security managers involved in the ongoing management, coordination, and integration of strategizing activities within the Service Lifecycle.


This program is 4 days of intensive training class.


An ITIL® Foundation certificate is required and preferably two years of work experience in an IT Service Management environment.


At the end of the program, the participants will be assessed with 90 minutes of ITIL® Service Strategy Exam.


ITIL® Service Strategy Certification will be awarded upon successfully passing the exam from APMG International (ITIL Accredited Examination Institute – UK)


  1. Purpose and objectives
  2. Scope of Service Strategy
  3. Service Strategy processes
  4. Value to the business
  5. Context of Service Strategy
  1. Basic Approach
  2. Strategy and opposing dynamics
  3. The four P’s
  4. Outcomes and outputs
  5. Services, value, utility, and warranty
  6. Assets – customer, service, and strategic
  7. Service providers
  8. Defining services
  9. Strategies for customer satisfaction
  10. Service economics
  11. Sourcing strategy
  12. Inputs and outputs with the service lifecycle
  1. Purpose and objectives
  2. Scope
  3. Value to business
  4. Policies, principles, and basic concepts
  5. Activities, methods, and techniques
  6. Triggers, input, outputs, and interfaces
  7. Critical success factors and key performance indicators
  8. Challenges and risks
  1. Governance
  2. Strategy for governance
  3. Evaluate, direct, monitor
  4. Governance framework
  5. What is IT Governance
  6. Governance bodies
  7. How Service Strategy relates to governance
  1. Organizational development
  2. Organizational departmentalization
  3. Organizational design
  4. Role of service owner
  5. Strategy, portfolio, financial, and demand roles
  1. Service automation
  2. Service interfaces
  1. Implementation throughout the lifecycle
  2. Following the lifecycle approach
  3. Impact of Service Strategy
  1. Challenges
  2. Risks
  3. Critical Success Factors
  1. Business case study and exercises
  2. Sample exams
  3. Glossary and acronyms
  4. Forms

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