ITIL® Service Strategy Training & Certification
3-day course and certification exam, $2,495
3-day virtual (no travel) training, $2,495
Limited promotional seats available


ITIL Service Lifecycle consists of five phases:

  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement

ITIL Lifecycle training covers the management and control of activities and techniques within the respective phase of the Lifecycle.

The Service Strategy phase is the axis upon which the other stages of the ITIL lifecycle are based. It is during this stage that the high level strategic, investment and business value(s) of each service is considered and weighed against other existing and proposed services. Based on the Service Strategy publication of the ITIL library, this course focuses on the planning, implementing and optimizing of Service Strategy concepts and processes. The use of in-course case studies and live exercises enables active learning by encouraging the participants to:

  • Discuss and understand pure ITIL concepts
  • Apply concepts to a “neutral” real world situation
  • Learn different perspectives
  • Reinforce examinable concepts

The course is followed by the ITIL Intermediate Service Strategy certification exam.

What You Will Learn

Participants will learn:

  • Service Strategy principles
  • How to conduct Strategic assessments
  • How to measure Service Strategy performance
  • Service Strategy processes and their interaction with other Lifecycle processes
  • Financial Management
  • How to manage service portfolio
  • How to manage demand
  • Technology and implementation requirements in support of Service Strategy
  • How to drive strategy through the Service Lifecycle
  • Critical success factors and risks

Who Should Participate

  • CIOs, CTOs, managers, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of strategizing activities within the Service Lifecycle
  • Professionals responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT
  • Individuals seeking the ITIL Expert™ in IT Service Management for which this qualification is a prerequisite
  • Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert™ is a prerequisite


The ITIL Foundation Certification in IT Service Management - obtained through ITIL Foundation course or Foundation Bridge Course. Participants must review the ITIL Service Strategy publication (2011 Edition, ISBN 9780113313044) before the class


Our instructors are experienced IT professionals and hold either the "ITIL Experts™" or the Service Strategy certification, or both. Only the finest quality, accredited content is used.


Successfully passing the 90 minute exam consisting of eight (8) complex, multi-part, multiple choice scenario-based gradient scored questions leads to the "ITIL® Intermediate Certificate in Service Strategy".

Participants must complete at least 21 hours of personal study by reviewing the ITIL Service Strategy publication (2011 Edition, ISBN 9780113313044) prior to the class. The ITIL® books are not included with this course and must be purchased separately.

Course Objectives

Introduction to service strategy

  • Service strategy terms and core concepts
  • Purpose, goals and objectives of service strategy
  • Scope of service strategy
  • Value of service strategy to the business
  • Relation of service strategy other service lifecycle stages of:
    • Service design
    • Service transition
    • Service operation
    • Continual service improvement

Principles of service strategy

  • How to decide on a service strategy
  • Four P’s of service strategy, namely:
    • Perspective
    • Position
    • Plan
    • Pattern
  • Defining services, creating value and leveraging the combined use of utility and warranty
  • How to use service economics and sourcing strategies when meeting business outcomes

Service strategy processes

  • The five service strategy processes and how they flow and integrate with the lifecycle
  • The purpose, scope and objectives of each service strategy process and how they add value to the business


  • How to analyse IT governance and set strategy by leveraging governance frameworks

Organizing for service strategy

  • How to create an organizational design using the relevant development and departmental methods

Technology considerations

  • Importance of service automation
  • Application of technology interfaces across the lifecycle

Implementing service strategy

  • Develop implementation strategies that follow a lifecycle approach (e.g. design, transition, operation and improvement, programs)

Challenges, critical success factors and risks

  • Strategic challenges, risks and critical success factors associated with service strategy

Revision and Certification Exam Prep

Certification Exam

Registration Fees

Both classroom training and virtual (online) training formats are available.

The per student registration fee for the classroom session is $2,495, and includes:

  • 3 days of instructor led training and exercises
  • Course manual (excellent post-class reference)
  • Exam preparation
  • Certification exam

The registration fee for virtual training session is $2,495.

Classoom training begins at 8:30 AM each day and concludes at 4:30 PM unless otherwise directed. Please arrive early on the first day to sign-in and meet fellow attendees. If you register less than one week in advance of a class, please bring your confirmation letter. Business casual attire is appropriate. For information on virtual training session start and stop times, refer to the course schedule below.

Register securely online with confidence or please call (708) 246-0320.

Seminar Schedule
Jun 10-12, 2019 11:30-8:30 PM ET Virtual Classroom
Jun 24-26, 2019 Chicago, IL Schaumburg Offices
Jun 24-26, 2019 9:30-6:30 PM ET Virtual Classroom
Jul 1-3, 2019 8:30-5:30 PM ET Virtual Classroom
Jul 15-17, 2019 8:30-5:30 PM ET Virtual Classroom
Jul 29-31, 2019 8:30-5:30 PM ET Virtual Classroom
Aug 19-21, 2019 Washington, DC Arlington Offices
Aug 19-21, 2019 8:30-5:30 PM ET Virtual Classroom
Aug 26-28, 2019 11:30-8:30 PM ET Virtual Classroom
Sep 3-5, 2019 Dallas, TX Irving Training Center
Sep 3-5, 2019 9:30-6:30 PM ET Virtual Classroom
Sep 16-18, 2019 8:30-5:30 PM ET Virtual Classroom
Oct 15-17, 2019 Raleigh, NC Cary Training Center
Oct 15-17, 2019 8:30-5:30 PM ET Virtual Classroom
Oct 21-23, 2019 11:30-8:30 PM ET Virtual Classroom
Oct 28-30, 2019 9:30-6:30 PM ET Virtual Classroom
Nov 18-20, 2019 Washington, DC Arlington Offices
Nov 18-20, 2019 8:30-5:30 PM ET Virtual Classroom
Dec 9-11, 2019 8:30-5:30 PM ET Virtual Classroom
Dec 16-18, 2019 Chicago, IL Schaumburg Offices

For more ITSM, ITIL, help desk and field support training options, visit the Help Desk, ITIL, and Support Center Calendar.

RCCSP Alliance Members: ITIL Authorized Training Organizations (ATOs) and Affiliates (ATAs)

All RCCSP Professional Education Alliance ITIL training courses are taught by Accredited ITIL Trainers meeting the ITIL trainer criteria set by the ITIL Qualification Board. Accreditation qualifications include, but are not limited to:

  • Training experience
  • Experience in the IT service management field
  • Specific education / certificate requirements depending on the level of ITIL qualification that will be delivered.

Only Accredited ITIL training materials developed by Accredited ITIL Authorized Training Organizations are used in the classroom. The complete list of RCCSP Professional Education Alliance ITIL Authorized Training Organizations and Authorized Training Affiliates participating in RCCSP schedules can be found here.

ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.

Dates, Locations and Registration

Recommended Follow-on Courses:
ITIL Service Lifecycle: Service Transition

ITIL Service Lifecycle: Service Design

ITIL Service Lifecycle: Service Operation

ITIL Service Lifecycle: Continual Service Improvement

ITIL Service Capability: Service Offerings and Agreements

ITIL Service Capability: Release, Control, and Validation

ITIL Service Capability: Operational Support and Analysis

ITIL Service Capability: Planning, Protection, and Optimization

ITIL: Managing Across the Lifecycle

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Public Training Terms & Conditions

Seminar agenda and assigned instructors are subject to change.

Payment is due prior to the seminar.

Public and virtual seminar cancellation policy.  Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $400.  Or, you may transfer your registration to another date or member of your company at no additional charge.  Please notify us as soon as possible. Registrants cancelling within fourteen days of the seminar will receive credit, less administrative fees of $400, toward any other Resource Center seminar.

Cancellation by provider. In the unlikely event that a seminar must be cancelled by seminar provider due to unavoidable circumstances, you will be notified at least two weeks prior to the seminar date, and your payment will be refunded.

Seminar provider is not responsible for losses due to cancellation.  In all circumstances, seminar provider's liability shall be limited to fees received.
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