• APMG International approved course content (Manual)
  • Free ITIL® Service Strategy practice test paper
  • Access to online study material
CERTIFICATE ITIL ® 2011 Service Strategy
  DURATION 2 or 3 Days
  COURSE DELIVERY Classroom, Live Virtual Classroom
  LANGUAGE English

The course immerses learners 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 student to successfully complete the associated exam.

The Service Strategy qualification would suit candidates in the following IT professions or areas:

  • IT Management
  • IT Finance Manager
  • Supplier Relationship Management

The course covers the management-level concepts and core information of the supporting activities within service strategy, but not specific details about each of the supporting processes. The Service Strategy module will help you to gain the knowledge, skills and management techniques to coordinate all activities within this Lifecycle stage.

Course Objective:
This module provides a complete overview of service strategy including all its related activities: how to design, develop, and implement service management not only as an organizational capability but also as a strategic asset. Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

  • 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


Introduction to Service Strategy

  • The purpose and objectives of service strategy
  • The scope of service strategy and ways that service strategy adds value to the business
  • The context of service strategy in relation to all other lifecycle stages

Service strategy principles

  • 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
  • Defining Services
  • Strategies for Customer Satisfaction
  • Service economics
  • Sourcing strategy
  • Strategy inputs and outputs


Service Strategy Processes

  • A management perspective of the purpose and value of the service strategy processes, how they integrate within service strategy and how they interface with other lifecycle phases


  • Governance
  • Setting the strategy for governance
  • Evaluate, direct and monitor
  • 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 roles of service owner and BR Manager

Technology Considerations

  • Service automation
  • Service interfaces

Implementing and improving service strategy

  • Implementation through the lifecycle
  • Following a lifecycle approach
  • Impact of Service Strategy on other lifecycle stages

Challenges, critical success factors and risks

  • Be able to provide insight and guidance for service Strategy challenges, risks and critical success factors


  • 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 ongoing management, coordination and integration of transition 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
  • 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


It is also recommended that candidates should complete at least 21 hours of personal study by reviewing the syllabus and the ITIL® Service Strategy publication in preparation for the examination, specifically Module 2: Service management as a practice

Type Eight (8) multiple choice, scenario-based, gradient- scored 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.
Duration Maximum 90 minutes for all candidates in their respective language
Provisions for additional time relating to language Candidates completing an exam:
– in a language that is not their mother tongue, and
– where the language of the exam is not their primary business language
have a maximum of 120 minutes to complete the exam and are allowed the use of a dictionary
Prerequisite ITIL® Foundation Certificate in IT Service Management
– Completion of an Accredited course from an ITIL® Accredited Training Provider
Supervised Yes
Open Book No
Pass Score 28/40 or 70%