Course 354:
ITIL® Lifecycle Stream: Service Strategy

(3 days)


Course Description

This three-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.

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

Customer Value

This course allows the learner to broaden and deepen their knowledge and understanding of the principles of the ITIL Service Strategy phase. They will then be equipped to contribute effectively to ITIL-based service improvement efforts in their organizations and to contribute to leadership decisions in relation to the management and control of the activities of Service Strategy. Upon successful completion of the associated certification, participants will have 3 credits towards an ITIL Expert certificate.

Who Should Attend

  • 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


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


Only candidates who have attended a course given by an accredited training provider may sit for the examination. Each examination consists of eight (8) multiple choice, scenario-based questions that will be scored on a gradient. Candidates writing the examination in their first language will have a maximum of 90 minutes to complete it. (Candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary.) A grade of 70% or higher is necessary to pass the exam.

Expert Qualification Credits

  • Upon successful passing of the ITIL Service Strategy Lifecycle exam, the student will be recognized with 3 credits in the ITIL qualification scheme
  • Project Management Institute – Professional Development Units (PDUs) = 24

Course Outline

Course introduction

  • Introductions
  • 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 Purpose and Objectives
  • 2 Scope of Service Strategy
  • 3 Value to the Business
  • 4 Relationship with Other Lifecycle Phases
  • 5 Group/Individual Exercise
  • Summary of Unit 1

Unit 2: Service Strategy Principles

  • 1 Basic Approach to Deciding a Strategy
  • 2 Strategy and Opposing Dynamics and Outperforming Competitors
  • 3 The Four Ps of Service Strategy
  • 4 Services and Value
  • 5 Utility and Warranty of Services
  • 6 Customer Assets, Service Assets, and Strategic Assets
  • 7 Service Providers – Types and Choosing Between Them
  • 8 Defining Services
  • 9 Strategies for Customer Satisfaction
  • 10 Service Economics
  • 11 Sourcing Strategy
  • 12 Strategy Inputs and Outputs with the Service Lifecycle
  • Summary of Unit 2

Unit 3: Service Strategy Processes

  • 1 Strategy Management for IT Services
  • 2 Service Portfolio Management
  • 3 Financial Management for IT Services
  • 4 Demand Management
  • 5 Business Relationship Management
  • 6 Group/Individual Exercise
  • 7 Sample Test Questions
  • Summary of Unit 3

Unit 4: Governance

  • 1 Governance
  • 2 Strategizing for Governance
  • 3 The Governance Framework
  • 4 IT Governance
  • 5 Governance Bodies
  • 6 Relationship of Service Strategy with Governance
  • 7 Group/Individual Exercise
  • Summary of Unit 4

Unit 5: Organizing for Service Strategy

  • 1 Organizational Development
  • 2 Departmentalization Organization
  • 3 Organizational Design
  • 4 Service Owner and Business Relationship Manager
  • 5 Other Roles
  • Summary of Unit 5

Unit 6: Technology Considerations

  • 1 Service Automation
  • 2 Service Interfaces
  • Summary of Unit 6

Unit 7: Implementing Service Strategy

  • 1 Implementation through the Lifecycle
  • 2 Following the Lifecycle Approach
  • 3 Impact of Service Strategy on Other Lifecycle Phases
  • 4 Group/Individual Exercise
  • Summary of Unit 7

Unit 8: Challenges, Critical Success Factors, and Risks

  • 1 Challenges
  • 2 Risks
  • 3 CSFs
  • 4 Sample Test Question
  • Summary of Unit 8

Unit 9: Exam Preparation Guide

  • 1 Mock Exam 1
  • 9.2 Mock Exam 2

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