ITIL® v3 Intermediate Certificate: Service Strategy (SS)

3 days

CIOs, CTOs, Managers, Supervisory Staff, Team Leaders, Designers, Architects, Planners, IT Consultants, IT Audit Managers and IT Security Managers.

The candidate must hold (photocopy required) one of the following:

  • v3 ITIL® Foundation Certificate
  • v2 ITIL® Foundation Certificate and the v2-v3 Foundation Bridge Certificate

It is also strongly recommended that candidates have 2-4 years of professional experience within Service Management as well as defined experience in at least one of the SS processes. Reading the ITIL® Service Lifecycle core publications, specifically the Service Strategy volume, prior to attending is quite beneficial.


This Service Strategy (SS) course provides you with an intense and focused exploration of the new and modified topics in ITIL® v3. The course is intended for those who work within a Service Strategy environment and require a deeper understanding of the underlying concepts, processes and activities involved and associated management responsibilities and how they may be used to enhance overall service quality and service provision.


The Service Strategy course focuses on the managerial and control aspects of the operational environment. This course has a number of study units and supporting exercises that reinforce the knowledge gained.

  • The Service Lifecycle and Service Management as a Practice: Understand the Service Lifecycle and the objectives and business value for each phase in the lifecycle; understand and articulate service" and be able to explain the concept of Service Management as a practice
  • Basic Service Strategy Principles: Understand the common principles and guidelines that will influence the performance of SS processes with a concentrated focus on the plan, build, test and implementation activities
  • Service Strategy Processes: Understand the managerial and supervisory aspects of the SS processes. Other areas of discussion include the roles and responsibilities, information management requirements, challenges, critical success factors and risks within each of the processes. The processes include:
    • Financial Management
    • Demand Management
    • Service Portfolio Management

    Note: in-depth discussions around the daily activities of each process are found in the Service Offerings & Agreements (SOA) course

  • Organizing Service Strategy: Understand the role and the responsibilities of each of the activities and their input to all lifecycle phases
  • Explore Technology and Implementation Considerations: Understand the role of technology in support of Service Strategy and explore concepts that have great impact on SS process implementation

Within the Service Strategy volume, the design is operationalized. Additionally, the concept of a service lifecycle is very much ingrained within Service Strategy so not only will this phase be explored but also the relationship to the other phases and the criticality of 'cross-communication' between the phases is detailed and emphasized.

The emphasis of this course is on the managerial and supervisory (control) aspects of the activities and techniques within the Service Strategy phase; in-depth discussions of process activities occur in the SOA course. There is significant overlap between Service Strategy and SOA - though both courses will 'count' toward the ITIL® Expert, it is NOT recommended that both courses are taken to fulfill the required electives.