ITIL® Service Lifecycle: Service Strategy

Ready to take ITIL to the next level? Start with Service Strategy...

Lifecycle modules are the next step for anyone seeking or in a management role. The courses give a better understanding of the fundamental drivers for the need for IT services and provides superior, best-practice knowledge (4 days, 3 points towards ITIL® Expert qualification). 


Kick start your ITIL intermediate training with the first of the lifecycles within the framework. This course covers all the processes associated with Service Strategy, including Strategy Generation, Portfolio Management, Demand Management and Financial Management.

Course Code
4 Days
Delivery Style
Course Type
Public or Private
Max Delegates
Special Instructions
Photographic ID is required to sit the examination (please see below )
Available as Nutshell

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Purpose of this course

It builds on the knowledge gained from ITIL Foundation Level.

This course looks specifically at Service Strategy, providing deeper analysis of how it works and how it simultaneously fits into the ITIL framework.


Who is this course for

Suitable for anyone who is looking to gain a deeper understanding of the Service Strategy step of the Service Lifecycle. Or for those already involved in this process within an ITSM role.


Not suitable for those that have already attended ITIL Intermediate Capability course “Service Offerings and Agreements."


You will learn how to
  • Explore the core principles, which underpin the ITIL service management framework
  • Analyse how internal and external service providers can better align service offerings with the customer and the business
  • Demonstrate an understanding of the principles, goals and purpose of Service Strategy
  • Adopt strategic principles regarding understanding the customer and what value means to them
  • Apply the Portfolio Management process
  • Align Demand Management within an organisation
  • Ensure that the demands of the Financial management process are met
  • Identify the broad areas of skill suggested by ITIL as necessary and the functions that they are separated into
  • Carry-out toolset selection
  • Prepare for the PEOPLECERT Intermediate Certificate in Service Strategy exam
Benefits for your organisation

Employees will have a greater understanding of the management of services in the strategy phase of their life and maximise the benefits of those services by investing in the ones which have been demonstrated as delivering best value. This will help to maximise the return on the service and the productivity of staff.


Benefits for you as an individual

You will gain in-depth knowledge of Service Strategy and hold a widely recognised qualification, if successful. You will know the Service Strategy phase inside-out enabling you to demonstrate a sound understanding of its core principles and goals.

The course also offers a natural career development path for anyone who already holds the ITIL Foundation Certificate.

Introduction to Service Strategy
  • The concepts and terminology in the field of Service Strategy
  • Core concepts and practices in Strategy
  • How Service strategy can be applied to a business and how it aligns with the rest of the ITIL framework
Service Strategy Principles
  • The value-creation logic within the ITIL Service Lifecycle
  • Define and create values
  • Leverage combined use of utility and warranty
Service Strategy Processes
  • How to create an effective strategy and how they will add value to the business operation
  • Identify the processes, activities and methods of Service Portfolio Management
  • Explore the strategies that can be used to deal with demand management
Organising for Service Strategy
  • Areas of organisational development
  • Where to decide organisation design
  • Apply organisational departmentalisation
Technology Considerations
  • Automating service
  • Analysing and producing service interfaces
Implementation and Improvement of Service Strategy
  • Developing implementation strategies that follow a lifecycle approach
  • Determine viability of strategic challenges and success factors
  • Overcome the challenges, identify the benefits and spot the risks

Must already hold the ITIL Foundation Certificate in IT Service Management, gained from the ITIL Foundation course.


Pre-course work required

Complete 21 hours of personal study by reviewing course syllabus and pre-course material

Pre - course material sent 4-6 weeks before course start date



More about the exam

Duration: 90 minutes

Day Taken: Morning of 4th day of course

Exam Type: 8 complex multiple choice questions (closed book)

Pass Rate: 70% - 28/40


Additional Information:

Photographic ID is required to sit the exam, ideally a Passport or Driving License.

Exam results will come directly to you from PEOPLECERT.

This course is eligible for the PeopleCert Take2 scheme, please discuss at point of booking if this is of interest to you.
Exam Fee

About the Lead Trainer

Adam has over 17 years’ experience in IT, training and consultation. He specialises in IT service management, knowing all things COBIT® and ITIL®. Adam always endeavours to put an innovative and engaging spin on his teaching and no two courses are ever the same.