ITIL® Intermediate: Service Strategy (SS)

Course code: ISS 

Course description:

The ITIL® Service Strategy training is one of the Lifecycle Stream modules. It can be treated as an independent training or as a step on the way to ITIL Expert certification.

The course familiarises participants with details of processes and roles of services strategy. Practical exercises are an integral part of the training. The training ends with a formal ITIL Service Strategy examination.

The training course is accredited by the APM Group Ltd.


The aim of the training is to show ITIL Foundation certificate holders how to effectively apply best practices in processes related to the Service Strategy stage.

The training will enable participants to:

  • analyse the principles, techniques and relations while developing effective service strategies,
  • specify the scope and purpose for each Service Strategy processes,
  • assess and use IT Governance role in setting up strategy,
  • identify opportunities for IT usage,
  • understand importance of Service Strategy in the general context of service management,
  • determine Critical Success Factors for Service Strategy.

Target group:

This training course is designed for all who require a deeper understanding of best practices to improve service management and effective methods of improving processes, particularly for:

  • IT Directors,
  • Senior Management,
  • Project Managers,
  • Service Designers,
  • IT Architects,
  • people responsible for services implementation,
  • business analysts,
  • all who wish to gain practical knowledge of IT service management and service design.


Candidates wishing to be trained and examined for this qualification must hold either:

  • the ITIL Foundation Certificate in IT Service Management (V3 or 2011) or
  • ITIL V2 Foundation plus Foundation Bridge certificates or
  • ITIL Expert Certificate in Service Management obtained via ITIL V3 Managers Bridge examination


3 days


Examination includes 8 multiple choice scenario-based questions. Answers are worth 5, 3, 1 or 0 marks. The duration is 90 minutes. Examination is run in English. No books and other materials allowed.

Candidates completing an exam in a language that is not their mother tongue are entitled to have extra time to complete the exam and are allowed to use a dictionary. You must achieve 28 or more out of possible 40 marks (70%) to pass this examination.

Table of contents:

-- Day 1 ---

  • Introduction to Service Strategy,
  • Service Strategy Principles,
  • Defining Services and Market Space,
  • Conducting Strategic Assessments

--Day 2--

  • Evening Work Debrief,
  • Conducting Strategic Assessments (continued),
  • Financial Management,
  • Service Portfolio Management,
  • Managing Demand

--Day 3--

  • Evening Work Debrief,
  • Managing Demand (continued),
  • Driving Strategy Through the Service Lifecycle,
  • Critical success factors and risks,
  • ITIL Intermediate Service Strategy examination



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We offer accredited training courses and exams in project, programme and portfolio management, risk management and IT service management.
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