ITIL® v3 Service Strategy Lifecycle

This courseware is available in a Virtual Classroom configuration.

This 3-day course immerses participants in the overall concepts, processes, policies and methods associated with the Service Strategy phase of the Service Lifecycle. The course…

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Certificate ITIL® Service Strategy Lifecycle
Duration 3 Days
Delivery Blended, Classroom, Virtual Classroom
Languages English, Japanese

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What is included in ITIL® v3 Service Strategy Lifecycle

Course Description

This 3-day course immerses participants in the overall concepts, processes, policies and methods associated with the Service Strategy phase of the Service Lifecycle. The course covers the management and control of the activities and techniques within the Service Strategy stage, but not the detail of each of the supporting processes. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practice and positions the participant to successfully complete the associated exam.

The course is important for IT professionals working in roles associated with strategic planning, execution and control within a service-based business model. Participants will gain a deeper understanding of the Service Strategy stage of the Service Lifecycle and how activities in this stage may be implemented to enhance the quality of IT service management within an organization. This course is of special interest for ITIL Foundation certified professionals extending their qualifications to ITIL Expert (and later ITIL Master) level for which this qualification is a prerequisite.

Course Information

Certification: ITIL® Service Strategy Lifecycle

Duration: 3 Days

Domain: Service Management

Delivery Method: Blended, Classroom, Virtual Classroom

Accreditor: PEOPLECERT

Available Languages: English, Japanese

Purchase Options:


  • CIO/CTOs
  • Supervisory staff
  • IT Team leaders
  • IT Designers
  • IT Architects
  • IT Consultants
  • IT Audit Managers
  • IT Security Managers
  • Service Test Managers
  • ITSM Trainers

Learning Objectives

At the end of this course, participants will be able to:

  • Understand Service Management as a practice and Service Strategy principles, purpose and objective.
  • Understand how all Service Strategy processes interact with other Service Lifecycle processes.
  • Identify the activities, methods and functions used in each of the Service Strategy processes.
  • Identify the roles and responsibilities within Service Strategy and the activities and functions to achieve operational excellence.
  • Measure Service Strategy performance.
  • Understand technology and implementation requirements in support of Service Strategy.
  • Identify the challenges, critical success factors and risks related with Service Strategy.

Course Outline

Course Introduction

  • Introductions
  • Course Introduction
  • Course Learning Objectives
  • Unique Nature of the Course
  • Course Agenda and Exam Details
  • Course Agenda
  • ITIL Intermediate Classroom Course
  • ITIL Intermediate Expert Program Course
  • ITIL Intermediate Classroom Blended Course
  • ITIL Intermediate Virtual Classroom Blended Course

Introduction to Service Strategy

  • Purpose and Objectives
  • Scope of Service Strategy
  • Value to the Business
  • Relationship with Other Lifecycle Phases
  • Group/Individual Exercise

Service Strategy Principles

  • Basic Approach to Deciding a Strategy
  • Strategy and Opposing Dynamics and Outperforming Competitors
  • The Four Ps of Service Strategy
  • Services and Value
  • Utility and Warranty of Services
  • Customer Assets, Service Assets, and Strategic Assets
  • Service Providers – Types and Choosing Between Them
  • Defining Services
  • Strategies for Customer Satisfaction
  • Service Economics
  • Sourcing Strategy
  • Strategy Inputs and Outputs with the Service Lifecycle


Service Strategy Processes

  • Strategy Management for IT Services
  • Service Portfolio Management
  • Financial Management for IT Services
  • Demand Management
  • Business Relationship Management
  • Group/Individual Exercise
  • Sample Test Questions


  • Governance
  • Strategizing for Governance
  • The Governance Framework
  • IT Governance
  • Governance Bodies
  • Relationship of Service Strategy with Governance
  • Group/Individual Exercise

Organizing for Service Strategy

  • Organizational Development
  • Departmentalization Organization
  • Organizational Design
  • Service Owner and Business Relationship Manager
  • Other Roles


Technology Considerations

  • Service Automation
  • Service Interfaces


Implementing Service Strategy

  • Implementation Through the Lifecycle
  • Following the Lifecycle Approach
  • Impact of Service Strategy on Other Lifecycle Phases
  • Group/Individual Exercise


Challenges, Critical Success Factors, and Risks

  • Challenges
  • Risks
  • CSFs
  • Sample Test Question


Exam Preparation Guide

  • Mock Exam 1
  • Mock Exam 2

Available Courseware For ITIL® v3 Service Strategy Lifecycle


Instructor Package

Includes a slide deck suitable for Classroom and Virtual Classroom delivery, instructor notes to guide the trainer through the course delivery, and a version of the Coursebook.


Learner Coursebook

Coursebook with all the relevant information required for the learner to take and pass the exam.


Course Agenda

Sample agendas for running successful Classroom, Virtual Classroom, or Blended Classroom sessions.

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We really enjoy the way the courseware is structured, covering not only the theoretical aspects but also clear real-life examples.

Gabriel Espinosa

Service Desk Manager At City National Bank