ITIL® Service Lifecycle: Service Strategy Training

Level: Intermediate
RATING: 4.7/5 4.69/5 Based on 228 Reviews

Learn to plan, implement, and optimize ITIL Service Strategy processes that align with your organizational strategy in this ITIL Service Lifecycle: Service Strategy training. ITIL Intermediate SS focuses on the importance of the strategic aspect of services within the IT service lifecycle. Successful completion of this training prepares you to pass the Intermediate level ITIL Service Strategy certification exam and earn three credits toward your ITIL Expert certification.

ITIL 4 is coming — but don't put your ITIL journey on hold ›

Key Features of this ITIL Service Strategy Certification Training:

  • Choose from blended on-demand and instructor-led learning options
  • ITIL Success Package and exclusive LinkedIn community support included (premium training only)
  • ITIL exam voucher included

You Will Learn How To:

  • Prepare for and pass the ITIL Service Strategy (SS) exam
  • Analyze principles, techniques, and relationships to create SS
  • Identify the purpose, scope, and objective of each SS process
  • Assess IT governance to set strategy, and leverage governance frameworks and bodies
  • Determine IT application opportunities

Certifications/Credits:

APM Group--ITIL CPE 19 Credits PMI 19 PDU

Choose the ITIL Training Solution That Best Fits Your Needs

ON DEMAND

On Demand & Instructor Coaching

Unlimited annual access to:

  • On-demand ITIL SS modules, courseware, and instructor support
  • Earn PMI PDUs for self-directed learning
  • Exam voucher included
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Standard $1090/ Year

Government $1090/Year

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LIVE, INSTRUCTOR-LED

In Class & Live, Online Training

Unlimited annual access to:

  • 3-day instructor-led training course
  • Earn 19 PMI PDUs
  • One-on-one after-course instructor coaching
  • Exam voucher included
View Course Details & Schedule

Standard $1950

Government $1950

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PRODUCT #982

PREMIUM TRAINING

Unlimited Access to Everything

Unlimited annual access to:

View Bundle Details & Schedule

Standard $2450/Year

Government $2450/Year

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PRODUCT #70D1

TRAINING AT YOUR SITE

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  • Bring this or any training to your organization
  • Full - scale program development
  • Delivered when, where, and how you want it
  • Blended learning models
  • Tailored content
  • Expert team coaching

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Our FlexVouchers help you lock in your training budgets without having to commit to a traditional 1 voucher = 1 course classroom-only attendance. FlexVouchers expand your purchasing power to modern blended solutions and services that are completely customizable. For details, please call 888-843-8733 or chat live.

On Demand & Instructor Coaching

ITIL On-Demand Training Information

You get annual access to an on-demand ITIL SS course, official courseware, and support directly from the course instructor.

  • Prerequisites

    • Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL® Foundation Certification)
  • Certification Information

    • Achieving the ITIL Intermediate Qualification: Service Strategy certificate provides three credits toward your ITIL Expert certification.

On-Demand Training Outline

  • Module 00: Course Introduction

  • Module 01: Exam Tips

  • Module 02: Service Management as a Practice Part 1

    • Components of the Service Lifecycle
    • What is a Service?
    • What Comprises Value?
    • What is Service Management?
    • Processes
    • Generic Roles
  • Module 03: Service Management as a Practice Part 2

    • Purpose & Objectives of Service Strategy
    • Value to the Business
    • Service Strategy Inputs/Outputs
    • SS Challenges, Risks, CSFs
  • Module 04: Exercise: ITSM and Failure

  • Module 05: Strategy and Services

    • Deciding a Strategy
    • Four Ps of Strategy
  • Module 06: Services and Value

    • Service Breakdown
    • Value
    • Utility & Warranty
  • Module 07: Customers and Service Providers

    • Customer & Service Assets
    • Service Providers
  • Module 08: Defining Services

    • Steps to Define Services
    • Strategies for Customer Satisfaction
    • KANO model
  • Module 09: Service Economics

    • ROI
    • The Business Case
    • Business Impact Analysis (BIA)
  • Module 10: Sourcing Strategies

    • Sourcing Structures
    • Outsourcing
    • Sourcing Governance
  • Module 11: Strategy Management for IT Services (StM) Part 1

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
    • Activities
  • Module 12: Strategy Management for IT Services (StM) Part 2

    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Metrics
    • Challenges & Risks
  • Module 13: Service Portfolio Management (SPM) Part 1

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts Part 1
  • Module 14: Service Portfolio Management (SPM) Part 2

    • Policies/Principles/Basic Concepts Part 2
    • Activities
    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Metrics
    • Challenges & Risks
  • Module 15: Financial Management (FM) Part 1

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
  • Module 16: Financial Management (FM) Part 2

    • Activities
    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Metrics
    • Challenges & Risks
    • Exercise: Cost Model for Desktop Deployment
  • Module 17: Demand Management (DM) Part 1

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
    • Activities
  • Module 18: Demand Management (DM) Part 2

    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Metrics
    • Challenges & Risks
  • Module 19: Business Relationship Management (BRM) Part 1

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
  • Module 20: Business Relationship Management (BRM) Part 2

    • Activities
    • Roles Triggers, Inputs/Outputs & Interfaces
    • Metrics
    • Challenges & Risks
    • Exercise: Melchester PBAs/UPs
  • Module 21: Governance & Organizations Part 1

    • Governance Basics
    • Governance Framework
    • Service Strategy & Governance
  • Module 22: Governance & Organizations Part 2

    • Organizational Development
    • Organizational Departmentalization
    • Organizational Design
  • Module 23: Implementation & Technology Part 1

    • Implementing Service Strategy
    • Strategy Implementation via the Lifecycle
    • Strategy Impact on Lifecycle Phases
  • Module 24: Implementation & Technology Part 2

    • Service Automation
    • Service Interfaces

ITIL Service Strategy FAQs

  • How will I access my course materials if I choose this method?

    Once payment is received, you will receive an email from Learning Tree with all the links and information you need to get started.

  • How do I use my exam voucher to take the ITIL SS exam?

    After you receive your ITIL SS exam voucher from Learning Tree, the exam can be taken any time after the course is completed via PeopleCert (online) or at an eligible testing center.

  • How do I receive PMI PDU's for the on-demand course?

    This on-demand course qualifies to provide you with continuing education credits in the PMI Schema. To record your PDU's follow these steps: 

    • Go to https://www.pmi.org/
    • Log in using your registered user name
    • Go to myPMI, then select Report PDUs on CCRS
    • Select Course or Training category
    • Fill in all required information

In Class & Live, Online Training

  • Feb 13 - 15 ( 3 Days)
    9:00 AM - 5:30 PM EST
    Toronto / Online (AnyWare) Toronto / Online (AnyWare) Reserve Your Seat

  • Mar 20 - 22 ( 3 Days)
    9:00 AM - 5:30 PM EDT
    Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare) Reserve Your Seat

  • May 29 - 31 ( 3 Days)
    9:00 AM - 5:30 PM EDT
    Rockville, MD / Online (AnyWare) Rockville, MD / Online (AnyWare) Reserve Your Seat

  • Jun 26 - 28 ( 3 Days)
    9:00 AM - 5:30 PM EDT
    Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare) Reserve Your Seat

  • Aug 14 - 16 ( 3 Days)
    9:00 AM - 5:30 PM EDT
    Toronto / Online (AnyWare) Toronto / Online (AnyWare) Reserve Your Seat

  • Oct 9 - 11 ( 3 Days)
    9:00 AM - 5:30 PM EDT
    Rockville, MD / Online (AnyWare) Rockville, MD / Online (AnyWare) Reserve Your Seat

  • Nov 13 - 15 ( 3 Days)
    9:00 AM - 5:30 PM EST
    Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare) Reserve Your Seat

Guaranteed to Run

When you see the "Guaranteed to Run" icon next to a course event, you can rest assured that your course event — date, time, location — will run. Guaranteed.

ITIL Service Strategy Course Information

  • Prerequisites 

    • Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL® Foundation Certification)
  • Certification Information

    • Achieving the ITIL Intermediate Qualification: Service Strategy certificate provides three credits toward your ITIL Expert certification.

ITIL Service Strategy Course Outline

  • Introduction to ITIL Intermediate Service Strategy (SS)

    Core concepts

    • Purpose and objectives of service strategy
    • Scope of service strategy and value to business

    Service strategy and the overall ITIL lifecycle

    • Strategy concepts and practices
    • The context of service strategy in relation to design, transition, operation and continual service improvement
    • Exploring strategic perspectives, plans and positions
  • ITIL Service Strategy Principles

    Deciding on service strategy

    • Defining services
    • Basic approach to deciding a strategy

    Utilizing the four Ps of service strategy

    • Perspective
    • Position
    • Plan
    • Pattern

    Strategy and opposing dynamics

    • Leveraging the combined use of utility and warranty
    • Defining and creating value
    • Assets: customer, service and strategic
    • Choosing service providers

    Meeting business outcomes

    • Outperforming competitors
    • Service economics and sourcing strategies
    • Strategy inputs and outputs within the service lifecycle
  • Service Strategy Processes

    Creating effective service strategies

    • Integrating the five service strategy processes
    • Creating value for the business
    • Strategy execution

    Strategy and financial management for IT services

    • Purpose and objectives
    • Describing the process activities

    Service portfolio management

    • Identifying process activities, methods and techniques
    • Applying value to business

    Demand management

    • Strategies for demand management
    • Profiling, segmentation and service packaging strategies
    • Demand and customer outcomes

    Business relationship management

    • Distinguishing triggers, inputs, outputs and interferences
    • Critical success factors and key performance indicators
    • Challenges and risks
  • Analyzing IT Governance

    What is IT governance?

    • How strategy relates to governance
    • Setting strategy
    • Leveraging governance frameworks and bodies to set strategy

    Implementing governance

    • Evaluate, direct, monitor
    • Producing a governance framework
    • Distinguishing governance bodies
  • Technology Considerations

    Organizing for service strategy

    • Identifying organizational development
    • Applying organizational departmentalization
    • Deciding organizational design

    Technology and service strategy

    • Automating service
    • Analyzing and producing service interfaces
  • Implementing Service Strategy

    • Developing implementation strategies that follow a lifecycle approach
    • Implementation through the lifecycle
    • Following a lifecycle approach
  • Critical Success Factors and Risks

    • Providing insight and guidance for strategic challenges, risks and critical success factors
    • Determining the viability of strategic positions and plans
    • Challenges, benefits and risks
    • Types of risks and high-level approaches for mitigating risk

ITIL Service Strategy FAQs

  • What is Service Strategy in ITIL?

    Being the center and the origin point of the ITIL Service Lifestyle, the main focus of service strategy is on guiding IT organizations improve and develop over the long term. 

  • What are the 4 P's of Service Strategy?

    1. Perspective 
    2. Position
    3. Plan
    4. Pattern 
  • How do I take the ITIL Service Strategy exam?

    The ITIL Service Strategy exam can be taken on the last day of the course (in-class), or any time after the course is completed via PeopleCert (online) or at an eligible testing center. 

  • Can I obtain ITIL Service Strategy certification online?

    Yes! We know your busy work schedule may prevent you from getting to one of our classrooms which is why we offer convenient online training to meet your needs wherever you want. This course is available in class, online, or as a private team training event. 

  • What background do I need to take the instructor-led class?

    Basic IT literacy and around two years of IT experience.

  • What do I need to complete before the instructor-led class?

    • Before your event, you will be sent a Pre-Course Study Guide and the Key Element Guide ITIL Service Strategy, which you should read as part of the 21 hours of personal study.
    • You should acquire and read the ITIL Service Strategy core publication, focusing on Chapter 2, and review your ITIL Foundation course materials
    • To prepare you for the exam, homework and study assignments will be provided each night of the course
  • How do I use my exam voucher to take the ITIL SS exam?

    The ITIL Service Operation exam can be taken on the last day of the course (in-class), or any time after the instructor-led or on-demand course is completed via an online proctored exam with PeopleCert.

     

Unlimited Access to Everything

  • Feb 13 - 15 ( 3 Days)
    9:00 AM - 5:30 PM EST
    Toronto / Online (AnyWare) Toronto / Online (AnyWare)

  • Mar 20 - 22 ( 3 Days)
    9:00 AM - 5:30 PM EDT
    Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare)

  • May 29 - 31 ( 3 Days)
    9:00 AM - 5:30 PM EDT
    Rockville, MD / Online (AnyWare) Rockville, MD / Online (AnyWare)

  • Jun 26 - 28 ( 3 Days)
    9:00 AM - 5:30 PM EDT
    Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare)

  • Aug 14 - 16 ( 3 Days)
    9:00 AM - 5:30 PM EDT
    Toronto / Online (AnyWare) Toronto / Online (AnyWare)

  • Oct 9 - 11 ( 3 Days)
    9:00 AM - 5:30 PM EDT
    Rockville, MD / Online (AnyWare) Rockville, MD / Online (AnyWare)

  • Nov 13 - 15 ( 3 Days)
    9:00 AM - 5:30 PM EST
    Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare)

Guaranteed to Run

When you see the "Guaranteed to Run" icon next to a course event, you can rest assured that your course event — date, time, location — will run. Guaranteed.

ITIL Unlimited Access Training Information

You get annual access to an on-demand ITIL SS course, unlimited retakes of our 3 day instructor-led class, official courseware, and support directly from the course instructor.

  • Prerequisites 

    • Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL® Foundation Certification)
  • Certification Information

    • Achieving the ITIL Intermediate Qualification: Service Strategy certificate provides three credits toward your ITIL Expert certification.
  • All-Inclusive — ITIL Exam Success Package, After-Course Coaching, Exam Fee

    Learning Tree is with you from the beginning of your planning until you pass your certification exams with Unlimited FREE Exam and Course retakes for a year, plus coaching with your instructor to help you prepare for your exam or answer real-world ITIL implementation challenges. In fact, successful ITIL implementation often relies on key internal sponsors to ensure the required culture change occurs after ITIL training, so your instructor can help identify important next steps. ITIL course attendees that would like to retake their ITIL course or exam must do so within 12 months of the original course date and will not be charged for their retake. If an attendee fails an exam and then two retakes, the attendee must re-attend the course before taking the exam again.

On-Demand Training Outline

  • Module 00: Course Introduction

  • Module 01: Exam Tips

  • Module 02: Service Management as a Practice Part 1

    • Components of the Service Lifecycle
    • What is a Service?
    • What Comprises Value?
    • What is Service Management?
    • Processes
    • Generic Roles
  • Module 03: Service Management as a Practice Part 2

    • Purpose & Objectives of Service Strategy
    • Value to the Business
    • Service Strategy Inputs/Outputs
    • SS Challenges, Risks, CSFs
  • Module 04: Exercise: ITSM and Failure

  • Module 05: Strategy and Services

    • Deciding a Strategy
    • Four Ps of Strategy
  • Module 06: Services and Value

    • Service Breakdown
    • Value
    • Utility & Warranty
  • Module 07: Customers and Service Providers

    • Customer & Service Assets
    • Service Providers
  • Module 08: Defining Services

    • Steps to Define Services
    • Strategies for Customer Satisfaction
    • KANO model
  • Module 09: Service Economics

    • ROI
    • The Business Case
    • Business Impact Analysis (BIA)
  • Module 10: Sourcing Strategies

    • Sourcing Structures
    • Outsourcing
    • Sourcing Governance
  • Module 11: Strategy Management for IT Services (StM) Part 1

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
    • Activities
  • Module 12: Strategy Management for IT Services (StM) Part 2

    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Metrics
    • Challenges & Risks
  • Module 13: Service Portfolio Management (SPM) Part 1

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts Part 1
  • Module 14: Service Portfolio Management (SPM) Part 2

    • Policies/Principles/Basic Concepts Part 2
    • Activities
    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Metrics
    • Challenges & Risks
  • Module 15: Financial Management (FM) Part 1

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
  • Module 16: Financial Management (FM) Part 2

    • Activities
    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Metrics
    • Challenges & Risks
    • Exercise: Cost Model for Desktop Deployment
  • Module 17: Demand Management (DM) Part 1

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
    • Activities
  • Module 18: Demand Management (DM) Part 2

    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Metrics
    • Challenges & Risks
  • Module 19: Business Relationship Management (BRM) Part 1

    • Purpose & Objectives
    • Value to the Business
    • Policies/Principles/Basic Concepts
  • Module 20: Business Relationship Management (BRM) Part 2

    • Activities
    • Roles Triggers, Inputs/Outputs & Interfaces
    • Metrics
    • Challenges & Risks
    • Exercise: Melchester PBAs/UPs
  • Module 21: Governance & Organizations Part 1

    • Governance Basics
    • Governance Framework
    • Service Strategy & Governance
  • Module 22: Governance & Organizations Part 2

    • Organizational Development
    • Organizational Departmentalization
    • Organizational Design
  • Module 23: Implementation & Technology Part 1

    • Implementing Service Strategy
    • Strategy Implementation via the Lifecycle
    • Strategy Impact on Lifecycle Phases
  • Module 24: Implementation & Technology Part 2

    • Service Automation
    • Service Interfaces

ITIL Service Strategy FAQs

  • How will I access my course materials if I choose this method?

    Once payment is received, you will receive an email from Learning Tree with all the links and information you need to get started.

  • What background do I need to take the instructor-led class?

    Basic IT literacy and around two years of IT experience.

  • What do I need to complete before the instructor-led class?

    • Before your event, you will be sent a Pre-Course Study Guide and the Key Element Guide ITIL Service Strategy, which you should read as part of the 21 hours of personal study.
    • You should acquire and read the ITIL Service Strategy core publication, focusing on Chapter 2, and review your ITIL Foundation course materials
    • To prepare you for the exam, homework and study assignments will be provided each night of the course
  • How do I use my exam voucher to take the ITIL SS exam?

    The ITIL Service Strategy exam can be taken on the last day of the course (in-class), or any time after the instructor-led or on-demand course is completed via PeopleCert (online) or at an eligible testing center.

  • How do I receive PMI PDU's for the on-demand course?

    This on-demand course qualifies to provide you with continuing education credits in the PMI Schema. To record your PDU's follow these steps:

    • Go to https://www.pmi.org/  
    • Log in using your registered user name
    • Go to myPMI, then select Report PDUs on CCRS
    • Select Course or Training category
    • Fill in all required information

Team Training

ITIL® Service Lifecycle Overview Chart

The 5 Phases for Successful Implementation

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