ITIL Service Strategy Course Overview

The ITIL Service Strategy Course in UAE is for students looking to gain the ITIL Intermediate Certificate for service strategy.

When obtained, the certificate provides students with 3 credits on the path to the ITIL Expert certificate.

The course provides the subject matter and principles related to the formulation of IT service strategy and the business resources required to provide a vision for service management.

Students who take the course are going to learn about the processes that go into the transition of an IT company from an organization that deals with technology, to a firm that takes a strategic view to the management of services, and the ITIL segments required to optimize value.

Learning Outcomes For The ITIL Service Strategy Course

The course is meant to inculcate the knowledge of the following Service Strategy areas:

  • The elements that affect IT management
  • Link between services and value creation for customers
  • How service strategy is influenced by outside markets, customer needs, and service improvement
  • The architecture that supports the IT Value Network
  • Management of the link between IT services and their demand
  • Carrying out assessments and grappling with market volatility.

And the risks and obligations of Service Strategy processes such as:

  • Strategy in IT service
  • Managing the portfolio of services
  • Financial, demand, and business relationship management
  • The measurement of the service strategy and its influence on ROI

Who It’s For

The course can prove to be extremely useful for all IT professionals in general, with additional merits in fortifying the skills of IT workers that are associated with Service Strategy management.

Upper management officers such as project managers and CTOs can also benefit.

About Course:

ITIL® Intermediate Service Strategy is a 3 day instructor led course from Learnings24x7 designed to ensure that you clear the certification exam in the very first attempt. 

The Service Strategy (SS) qualification is one of five ITIL® Service Lifecycle modules and provides you with the guidance that enables you to design, develop, and implement service provider strategy that aligns to the organizational strategy.

The ITIL Intermediate Qualification: Service Strategy Certificate is a free-standing qualification but is also part of the ITIL intermediate lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. 

Target Audience:

Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications. 

The main target candidate for the ITIL Intermediate Qualification: Service Strategy Certificate includes, but is not restricted to: 

  • Chief information officers (CIOs) 
  • Chief technology officers (CTOs) 
  • Managers 
  • Supervisory staff 
  • Team leaders 
  • Service designers 
  • IT architects 
  • IT planners 
  • IT consultants
  • IT audit managers 
  • IT security managers 
  • Individuals who require a deeper understanding of the ITIL service strategy stage of the ITIL service lifecycle and how activities in it may be implemented to enhance the quality of IT service management within an organization 
  • IT professionals working in roles associated with strategic planning, execution and control within a service-based business model, seeking an understanding of the concepts, processes, functions and activities involved in service strategy 
  • Individuals seeking the ITIL Expert Certification in IT Service Management for which this qualification can be one of the prerequisite modules 
  • Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.


  • Delegates attending this course must already hold the ITIL Foundation Certificate in IT Service Management
  • A minimum 21 hours of instruction with an Accredited Training Organization
  • A basic IT literacy and around 2 years IT experience are highly desirable

Course Syllabus:

  • Introduction to ITIL Intermediate - Service Strategy
  • Purpose and Objective
  • Scope
  • Value to Business

Service Strategy Principles

  • Fundamental aspects of service strategy
  • Basic approach to deciding a strategy
  • Strategy and opposing dynamics
  • Outperforming competitors
  • The four P’s of service strategy
  • Defining services and Value
  • Utility and Warranty
  • Assets – customer, service and strategic
  • Service Providers – types and choosing between them
  • Strategies for customer satisfaction
  • Service economics
  • Sourcing strategy

Service Strategy Processes

  • Strategy Management for IT Services
  • Service Portfolio  Management
  • Financial Management for IT Services
  • Demand Management 
  • Business Relationship Management
  • For each of the ST processes the following subsections will be included:
  • Purpose and objectives
  • Scope, Value to Business
  • Policies, principles and basic concepts
  • Process activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Critical success factors (CSF’s) and key performance indicators (KPI’s)
  • Challenges and risks
  • 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 development
  • Organizational departmentalisation
  • 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, CSF and Risks

  • Challenges
  • Risks
  • Critical Success Factors

ITIL Service Strategy Exam

The course prepares candidates for the ITIL Intermediate Certificate for Service Strategy, which is a 90-minute exam that takes place on the final day of the course.

There are 8 MCQs in the exam, and there is a sample exam administered during the course as well.

The passing mark is 70%, and once obtained, the certificate gives candidates 3 ITIL credits, and 25 professional development units (PDUs) meant for project managers.

Mock Examination

Certification Exam Details:


ITIL 2011 – Intermediate – Service Strategy


Eight (8) multiple choice, scenario-based, gradient-scored questions. Each question will have 4 possible answer options, one which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.


Maximum 90 minutes for all candidates in their respective language

Provisions for additional time relating to language

Candidates completing an exam in a language that is not their mother tongue have a maximum of 120 minutes to complete the exam and are allowed the use of a dictionary.


  • ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications

  • Completion of an Accredited course from an ITIL Accredited Training Provider



Open Book


Pass Score

28/40 or 70%


This examination is available in Online or Paper based format.

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$ 2300
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