> > > ITILSS

ITIL® Service Strategy (ITILSS)


Course Overview

The ITIL® Intermediate Certificate in Service Strategy forms part of the Lifecycle series of Intermediate certification modules, which can be taken as stand-alone qualifications or with a view to amassing sufficient credits to gain the ITIL® Service Management Expert qualification. It will give candidates a deep level of understanding of Service Strategy processes and roles.

This course is intended to enable delegates with a Foundation-level knowledge of IT Service Management to apply good practice in processes pertaining to the Service Strategy lifecycle phase. The course is interactive, combining presentation sessions and group exercises, with plenty of opportunity for questions and discussion. On completion of the course and the required personal study, delegates will be able to sit the ITIL® Intermediate examination in Service Strategy worth 3 credits.

Who should attend

This course is aimed at individuals who have attained the ITIL® Foundation certificate in Service Management and who wish to advance to higher level ITIL® certifications. It will give delegates a detailed understanding of the ITIL® Service Strategy phase of the ITIL® core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation.

Individuals who may find this course of interest include IT professionals working within or about to enter a Service Strategy environment and requiring a detailed understanding of the processes, functions and activities involved, as well as those who are seeking the ITIL® Expert qualification in IT Service Management.


There is a pre-requisite for taking certification exam to attend accredited training and to have ITIL® Foundation certificate. However you can attend on course only without taking exam nevertheless.

Course Objectives

This course will enable participants to:

  • Understand the importance of Service Management as a Practice
  • Lead discussions on Service Strategy
  • Define Services and Market Spaces
  • Conduct strategic analyses
  • Apply Financial Management and manage demand
  • Understand how to drive strategy through the Service Lifecycle
  • Understand and analyse challenges, Critical Success Factors and risks related to Service Strategy

Follow On Courses

Course Content

Strategy Management

  • Purpose, Goals and Objectives
  • Scope of Service Strategy
  • Interfaces with Other Lifecycle Phases
  • Service Strategy and Business Value
  • Value Creation within the Service Lifecycle
  • Differentiation and Strategic Advantage
  • Capabilities and Resources

Service Portfolio

  • Service Definition
  • Customer and Service Assets and Business Outcomes
  • Utility and Warranty
  • Identifying Service Opportunities
  • Visualising Services
  • Service Pipeline, Service Catalogue, Retired Services

Financial Management

  • Service Valuation
  • Financial Modelling
  • Business Impact Analysis
  • Funding the Service Portfolio and ROI
  • Cost types and categories

Demand Management

  • Challenges and Opportunities
  • High-Level Strategy for Demand Management
  • Demand Profiling
  • Core Service Packages
  • Service Level Packages
  • Product Manager Role

Business Relationship Management

  • Contracts with customers
  • Managing relationship with customers
  • Customer Satisfaction index
Classroom Training
Modality: G

Duration 3 days

Click on town name to book Schedule

Currently no local training dates available.  For enquiries please write to info@fastlane.si.

09/03/2020 ― 11/03/2020 Mainz Enroll
16/03/2020 ― 18/03/2020 Berlin Enroll
04/05/2020 ― 06/05/2020 Frankfurt Enroll
22/06/2020 ― 24/06/2020 Nuremberg Enroll
29/06/2020 ― 01/07/2020 Hamburg Enroll
06/07/2020 ― 08/07/2020 Frankfurt Enroll
22/06/2020 ― 24/06/2020 Rome Enroll