ITIL ITIL Intermediate SS Certification Training

ITIL Intermediate SS Certification Training

699.00 699.00

  • Course Delivery: On Demand
  • Duration: 12
  • Language: English
  • Difficulty: Intermediate
  • Audience: ITIL Professionals

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Key Features

  • 12 hours of high-quality e-learning content
  • 30 PDUs offered
  • Courseware approved by APMG, CSME
  • 10 chapter-end quizzes
  • 2 simulation exams
  • Accredited by AXELOS
  • Mobile friendly


The Service Strategy (SS) is a part of Lifecycle Stream of ITIL® Intermediate level and one of the modules leading to the ITIL Expert Certificate in IT Service Management. The training content approved by APMG and CSME, focuses on the importance of the service strategy within the IT service lifecycle and enables you to identify the risks and success factors of IT services. ITIL SS certification training will enhance your knowledge in designing, developing, and implementing service provider strategy that aligns to the organizational strategy.


Course Objectives

By the end of ITIL® SS certification training you will:

  • Understand the purpose, principles and processes in service strategy
  • Explain governance in terms of service strategy
  • Identify how to organize for service strategy
  • Define the technological considerations in service strategy
  • Explain the implementation of service strategy
  • Identify challenges, critical success factors and risks
  • Create and operate customer-focused ITIL service strategies

Topics Covered

Introduction to Service Strategy

  • Purpose, objectives, scope, and value to business
  • The context of service strategy in relation to: service design, service transition, service operation, and continual service improvement

Service Strategy Principles

  • Basic approach to deciding a strategy
  • Strategy and opposing dynamics
  • Outperforming competitors
  • The 4Ps of service strategy
  • Services
  • Value
  • Utility and warranty
  • Assets
  • Service providers
  • Strategies for customer satisfaction
  • Service economics
  • Sourcing strategy
  • Strategy inputs and outputs with the service lifecycle

Service Strategy Processes

  • Strategy management for IT services
  • Each process, consisting of:

    • Purpose, objective, scope, and value to business
    • Policies, principles, and basic concepts
    • Process activities, methods, and techniques
    • Triggers, inputs, outputs, and interfaces
    • Critical success factors and key performance indicators
    • Challenges and risks
    • Service portfolio management
    • Financial management for IT services
    • Demand management
    • Business relationship management


    • Governance
    • Setting the strategy for governance
    • Evaluate, direct, monitor
    • Governance framework
    • What is IT governance?
    • Governance bodies
    • How service strategy relates to governance

    Organizing for Service Strategy

    • Organizational departmentalization
    • Organizational design
    • The role of service owner and business relationship manager
    • Strategy, portfolio, financial, and demand roles

    Technology Considerations

    • Service automation
    • Service interfaces

    Implementing Service Strategy

    • Implementation through the lifecycle
    • Following a lifecycle approach
    • The impact of service strategy on other lifecycle stages

    Service Strategy Challenges, Critical Success Factors, and Risks

    • Challenges
    • Risks
    • Critical success factors

    Summary and Directed Studies

    • Review of key concepts


  • A minimum 21 hours of instruction with an Accredited Training Organization (or an accredited e-learning solution)
  • ITIL Foundation Certificate in IT Service Management
  • A basic IT literacy and around 2 years IT experience are highly desirable

Quiz Information

Ten end-of-chapter quizzes and two simulation exams



You will be certified in ITIL® SS from AXELOS by following these processes:

  • Step 1: Appear for ITIL® SS exam after completing the training
  • Step 2: Score 70% in 90 minutes [i.e. 28 answers out of 40 questions]
  • Step 3: Earn three ITIL® credits on successful completion of ITIL® SS exam

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