ITIL Intermediate Lifecycle

Service Strategy course covers :

Course Content

Candidates can expect to gain knowledge and understanding in the following:

Service Strategy Principles

  • Understand the strategy of differentiating value-creation (attributes, perceptions and preferences)
  • in the customerís mind
  • Recognize what are assets and how to use them to create value
  • Be able to define the three types of service providers and how/where they are used
  • Comprehend value chain models and the vertical integration strategy they provide
  • Grasp the fundamental aspects of service strategy and be able to define them

Defining Services and Market Spaces

  • Be able to create services/strategies related to a customerís needs
  • How to utilize assets (service and customer) to influence value creation
  • How to use service archetypes to design a strategy based on asset-based and utility based positioning
  • What strategies can be used to define market spaces by focusing services to support business outcomes

Conducting Strategic Assessments

  • How to mutually reinforce capabilities and resources so that service management will be treated as a strategic asset
  • Ability to conduct a strategic assessment related to investment and financial business constraints
  • Performing an analysis of a customerís needs, market spaces and alignment with business strategy to develop expansion and growth forecasts

Financial Management

  • Be able to enhance and add value to a shared imperatives framework for business and IT
  • Create, implement and measure service and financial demand modeling so that funding variations related to changes in demand can be quantified
  • Provide analysis and guidance to determine how to select the appropriate IT funding models

Service Portfolio Management

  • Have the ability to identify the strategic need as well as build a case for a Service Portfolio
  • Design and implement a Service Portfolio management environment that includes all the methods: define, analyze, approve and charter.

Managing Demand

  • Build a case for implementing demand management related to customer and/or market space requirements
  • Ability to develop a capabilities based demand management strategy for a company
  • Be able to integrate and relate all aspects of a Service Catalogue and Service Pipeline to demand and capacity
  • Be able to design and implement service packages as well as to determine when/where/how service packages should be introduced and used

Exam Format

  • Multiple choice, scenario-based, gradient scored questions
  • Number of Questions: 8
  • Pass Score: 28/40 or 70%
  • Delivery: Online or Paper Based Examination through an Accredited Training Organization
  • Exam Duration: Maximum 90 minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of 120 minutes.).
  • Open/Closed Book: Closed Book



Target Audience

  • *   Individuals who have their ITIL v3 Foundation Certificate (or the ITIL v2 Foundation + v3 Foundation Bridge certificate) who want to purse the intermediate and advanced level ITIL certifications.
  • *   Individuals who require understanding of the ITIL Service Operation phase of the ITIL core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization.
  • *   IT professionals working in or new to a Service Operation environment and requiring a detailed understanding of the concepts, processes, functions and activities involved.
  • *   Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification is one of the prerequisite modules.
  • *   Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite.
  • *   A typical role includes (but is not restricted to): CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers.