Intermediate Service Strategy Online Course

 ITIL® Service Lifecycle - Service Strategy 3-Day Course

ITIL® is a Registered Trade Mark of AXELOS Limited


Pre-Reading Material

It is a prerequisite that delegates hold the ITIL® Foundation Certificate in IT Service Management or the version 2 to version 3 Bridge equivalent. Please note that delegates are advised to purchase and read the following publication in advance of the course:  ITIL® Service Strategy 2011 Edition and the Service Transition 2011 Edition.

It is recommended that Intermediate courses require 2 hours of home study each evening.

ITIL® Intermediate Service Strategy examination

The course forms part of the ITIL® Intermediate qualification programme. Successful candidates will be awarded 3 credits towards the ITIL® Expert qualification. The examination will consist of a complex multiple choice, closed book paper of 8 questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed 120 minutes and allowed the use of a dictionary). The pass mark is 70%.

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 customer’s 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 customer’s 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 assets
Ability to conduct a strategic assessment related to investment and financial business constraints
Performing an analysis of a customer’s 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 modelling 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, analyse, 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

Driving Strategy through the Service Lifecycle
Develop strategies that utilize all the elements of the lifecycle (e.g. Service Catalogue, Service
Pipeline, Contract portfolio, financial budgets, delivery schedules and improvement programs)
Be able to construct and know where/when to utilize the different types of Service Models as well as where the different design “drivers” (e.g. outcomes, constraints, pricing) affect the strategy
How to utilize Service Transition for decision analysis to evaluate options, paths, risk and costs related to proposed strategies
How to utilize Service Operations and Service catalogue in regards to deployment patterns

Critical Success Factors and Risks
Be able to provide insight and guidance in the design of IT organizations through the use of five organizational structures as well as Critical Success factor
Be able to determine the need for and selection of automated tools to support the any strategic objectives you have put forth
Utilize strategy to achieve operational effectiveness and to overcome organizational complexity


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 and are allowed to use a dictionary).
Closed Book

Successful candidates will be awarded 3 credits towards the ITIL® Expert qualification.


Course Fee Includes:

Pre-course material

Accredited course with accredited industry-leading trainer

Best quality course materials

Comfortable and conducive venues with good transportation links

ITIL® Examination fee and Certificate



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Exam Pledges

Our course materials, training approach and trainers are so good that that we are offering anyone who attends any of our courses the following pledges:

Foundation Pledge

In the most unlikely event of failing the Foundation exam, you will be offered a free Exam retake within 3 months of your original course.

Practitioner Pledge

Should you fail your practitioner exam, we will offer you a free place on any subsequent practitioner course, as long as you pay for the cost of the practitioner exam.


"I was unable to do any reading before the course and was worried. There was no need. I had 88% and must commend the trainer for her delivery. The course materials were really good."

-Ali Patel

"Excellent course materials, very good trainer, comfortable venue. Of course, I passed with very high marks."

-Sally Temple

"Amazing trainer. He explained all issues simply and made the whole training process fascinating. I passed with the highest marks I have ever had in any exam."

-Olu Ogundipe

"Fantastic experience! From first contact, throughout the training course and the exam."

-Stella Blackwood

"I have used many training providers for our company's training requirements and trainingcreatively stands out. Absolutely! The best trainer, course materials and customer services."

-John Stevens
"The trainer kept everyone alert and engaged. It's the best training experience I have and the customer service was excellent."
-Philip O'Hare
"I came for the weekend course from Blackpool. I passed with high marks and also had a nice time in London. I will recommend trainingcreatively to my colleagues."
-Sam O'Connor

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