ILSS: ITIL® Intermediate Module - Service Strategy

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Upon completion of this program, participants should be able to :

  • Lead discussions on Service Strategy
  • Define services and market spaces
  • Conduct strategic analysis
  • Apply financial management
  • Manage demand
  • Drive strategy through the service lifecycle
  • Understand critical success factors and risks


This course is targeted for IT Managers, IT staff and process owners, Application Project and Business Managers directly involved in IT, any member of an IT organization in delivery of IT services; and existing holders of the ITIL v3 Foundation certificate who want to gain in-depth knowledge and understanding of the service strategy stage of the ITIL v3 service lifecycle


This program will be presented via interactive lecture and practical hands-on activities

Service Strategy Principles
This unit introduces the candidate to the core concepts and practices in Strategy and organization applied to Service Management and IT
  • The logic of value-creation within the context of the ITIL Service Lifecycle
  • Capabilities and resources
  • Service provider types, and be able to choose between the types
  • Dynamics of a service model based on the concept of value networks
  • Strategic perspectives, plans, positions and patterns as applied to service management and IT in their own organization

Defining Services And Market Spaces

This unit covers the core concepts and practices in internal marketing, business development, and opportunity analysis.

  • Formal definitions of services suitable for planning and execution across the Service Lifecycle
  • Businesses outcomes of customers and relating them to customer assets and service assets
  • Services into customer outcomes, service assets, utility and warranty elements
  • Market spaces, opportunities for new or changed services, and services as configurations and patterns

Conducting Strategic Assessment

This unit covers the process of conducting strategic assessment with respect to customers, market spaces and existing capabilities of a service provider

  • Strategic assets of an organization their performance and potential for serving particular customers or market spaces
  • Critical Success factors and degree of alignment of existing services, capabilities, and strategies with customer’s business
  • Business potential within existing customers and in adjacent market spaces through analysis of patterns within Service Catalogue, business strategy of customers, and environmental factors such as business trends, technological innovation and regulatory compliance

Financial Management

This unit covers Financial management and investments applied to Service Management

  • Service evaluation, financial modeling, service provisioning and analysis and business impact analysis
  • Funding the Service Portfolio and phases of the Service Lifecycle and defining expectations or return on investments

Service Portfolio Management
  • Service Portfolio Management, methods, and processes related to service management and services

Managing Demand
  • Challenges, opportunities and risks in fulfilling demand for particular customer o0r market space
  • High-level strategies for demand management that can be supported by capabilities across the Service Lifecycle
  • Demand with respect to customer outcomes, patterns of business activity and user profiles. Sources of demand and capacity within the Service Catalogue and Service Pipeline
  • Core Service Packages and Service Level packages
  • The roles of product manager and Business Relationship Manager

Driving Strategy Through The Service Lifecycle
  • How Service Strategy is driven through and informed by other elements of the Service Lifecycle
  • Policies and constraints for Service Design that will encode strategic objectives and customer needs
  • Requirements for Service Transition to act on behalf of Service strategy in reducing costs and risks as service progress through the Lifecycle
  • Tactical plans for the Service catalogue to be effectively hosted by Service Operation phase, with adjustments by customers and contracts
  • Opportunities for improvement across the Service Portfolio and Service Lifecycle

Critical Success Factors And Risks
  • The role of organization development and sourcing as Critical Success Factors
  • Automation and tools to meet strategic objectives through the framework of service management
  • Benefits and risks from factors such as complexity, coordination, intangible assets, and total cost of utilization
  • Types of risks across the Lifecycle and high level approaches for mitigating risks

Summary, Exam Preparation And Directed Studies