Course Description:

This 3-day 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 Lifecycle course will be of interest to:

  • Individuals who have their ITIL Foundation Certificate
  • Individuals who require a deeper understanding of the Service Strategy stage of the Service Lifecycle and how activities in this Lifecycle stage 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 seeking the ITIL Expert certification in IT Service Management for which this qualification is one of the prerequisite modules
  • Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite
  • A typical role includes (but is not restricted to): CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers involved in the management, coordination and integration of strategy activities within the Service Lifecycle

Learning Objectives:

  • At the end of this course, the learner will gain competencies in:
  • Understanding Service Management as a Practice and Service Strategy principles, purpose and objective
  • Understanding how all Service Strategy processes interact with other Service Lifecycle processes
  • The activities, methods and functions used in each of the Service Strategy processes
  • The roles and responsibilities within Service Strategy and the activities and functions to achieve operational excellence
  • How to measure Service Strategy performance
  • Understanding technology and implementation requirements in support of Service Strategy
  • The challenges, critical success factors and risks related with Service Strategy


  • Candidates for this course must:
  • Hold an ITIL® Foundation Certificate
  • There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable


Day 1 Day 2 Day 3
1. Introduction & to Service Strategy 3. Service Strategy Processes 5. Organizing for Service Strategy
2. Service Strategy Principles 6. Technology Considerations

7. Implementating Services Strategy

Lunch Lunch Lunch
2. Service Strategy Principles 3. Services Strategy Processes 8. Challenges, Critical Success Factors and Risks
4. Governance 9. Exam Preparation / Mock Exam
Homework Homework Exam

Ordering Options:

Service Strategy Lifecycle Course – Materials printed by ITpreneurs ITL9335MPI
Service Strategy Lifecycle Course – Materials printed by partners ITL9335MPP
Service Strategy Lifecycle – Online exam ITL9335XO
Service Strategy Lifecycle – Paper Premium exam ITL9335XP
Service Strategy Lifecycle – Exam ITL1350XO
Service Strategy Lifecycle – Exam ITL1350XP
Service Strategy Lifecycle – Instructor ITL9335I


Course Outline:

Course introduction
Course Introduction
Course Learning Objectives
Unique Nature of the Course
Course Agenda and Exam Details
Course Agenda
ITIL Intermediate Classroom Course
ITIL Intermediate Expert Program Course
ITIL Intermediate Classroom Blended Course
ITIL Intermediate Virtual Classroom Blended Course
Unit 1: Introduction to Service Strategy
1.1 Purpose and Objectives
1.2 Scope of Service Strategy
1.3 Value to the Business
1.4 Relationship with Other Lifecycle Phases
1.5 Group/Individual Exercise
Summary of Unit 1
Unit 2: Service Strategy Principles
2.1 Basic Approach to Deciding a Strategy
2.2 Strategy and Opposing Dynamics and Outperforming Competitors
2.3 The Four Ps of Service Strategy
2.4 Services and Value
2.5 Utility and Warranty of Services
2.6 Customer Assets, Service Assets, and Strategic Assets
2.7 Service Providers – Types and Choosing Between Them
2.8 Defining Services
2.9 Strategies for Customer Satisfaction
2.10 Service Economics
2.11 Sourcing Strategy
2.12 Strategy Inputs and Outputs with the Service Lifecycle
Summary of Unit 2
Unit 3: Service Strategy Processes
3.1 Strategy Management for IT Services
3.2 Service Portfolio Management
3.3 Financial Management for IT Services
3.4 Demand Management
3.5 Business Relationship Management
3.6 Group/Individual Exercise
3.7 Sample Test Questions
Summary of Unit 3
Unit 4: Governance
4.1 Governance
4.2 Strategizing for Governance
4.3 The Governance Framework
4.4 IT Governance
4.5 Governance Bodies
4.6 Relationship of Service Strategy with Governance
4.7 Group/Individual Exercise
Summary of Unit 4
Unit 5: Organizing for Service Strategy
5.1 Organizational Development
5.2 Departmentalization Organization
5.3 Organizational Design
5.4 Service Owner and Business Relationship Manager
5.5 Other Roles
Summary of Unit 5
Unit 6: Technology Considerations
6.1 Service Automation
6.2 Service Interfaces
Summary of Unit 6
Unit 7: Implementing Service Strategy
7.1 Implementation Through the Lifecycle
7.2 Following the Lifecycle Approach
7.3 Impact of Service Strategy on Other Lifecycle Phases
7.4 Group/Individual Exercise
Summary of Unit 7
Unit 8: Challenges, Critical Success Factors, and Risks
8.1 Challenges
8.2 Risks
8.3 CSFs
8.4 Sample Test Question
Summary of Unit 8
Unit 9 : Exam Preparation Guide
9.1 Mock Exam 1
9.2 Mock Exam 2



Medellín – Colombia

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