The ITIL Service Strategy certificate is awarded to candidates passing the examination. Participants will also earn 28 Project Management Institute (PMI) Professional Development Units upon course completion.
This course and qualification provides a complete overview of service strategy including all its related activities: how to design, develop, and implement service management not only as an organizational capability but also as a strategic asset . Candidates can expect to gain key competencies related to this certification.
• Introduction to service strategy
• Service strategy principles
• Service strategy processes
• Organizing for service strategy
• Technology considerations
• Implementing service strategy
• Challenges, critical success factors and risks.
Active Learning is an official Accredited Training Organization (ATO) of Axelos - the owner of ITIL®.
ITIL® is a registered trademark of AXELOS Limited. Used under licence of AXELOS Limited. All rights reserved.
Who Should Attend
Candidates wishing to be trained and examined for this qualification must already hold the ITIL
Foundation Certificate in IT Service Management which must be presented as documentary evidence to gain admission.
Candidates who hold the following ITIL qualifications are also eligible, and similar evidence will be
- Earlier ITIL (V2) Foundation plus Foundation Bridge
- ITIL Expert Certificate in IT Service Management (achieved via Service Manager or
Practitioner bridging routes).
Delegates who successfully complete the course and pass the examination will be recognized as certified with ITIL Service Strategy Intermediate certificate under the APMG certification scheme. Delegates who do not attain a passing score for the examination would be awarded a course attendance certificate only.
The examination duration is 90 minutes and is a closed-book paper containing 8 scenario-based gradient-scored MCQ (multiple choice 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 whichis a distracter and achieves no marks.
A candidate is expected to answer all questions and must attain a score of 70% (28/40) and above to pass the examination and qualify for certification.
Introduction to service strategy
- The scope of service strategy
- The value to the business
- The context of service strategy in relation to all other lifecycle stages
Service strategy principles
- The ability to decide on a service strategy
- How to utilize the four P's of service strategy
- How to define services, create value and leverage the combined use of utility and warranty
- How to use service economics and sourcing strategies when meeting business outcomes.
Service strategy processes
- The management level concepts for 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 link to value for the business.
- The ability to analyse IT governance and use it to set strategy by leveraging governance frameworks, bodies.
Organizing for service strategy
- The ability to create an organizational design using the relevant development and departmental methods.
- Understand the relevance and opportunities for service automation and the importance and application of technology interfaces across the life cycle
Implementing service strategy
- Develop implementation strategies that follow a lifecycle approach (e.g. design, transition, operation and improvement, programmes)
Challenges, critical success factors and risks