ITIL® Intermediate Level - Service Strategy (SS) Training

ITIL® Intermediate Level - Service Strategy (SS) Training
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Determine a workable, efficient, client-pleasing IT service strategy using the knowledge and experience gained from the ITIL® Intermediate SS course. The course is particularly well suited to professionals who are involved in strategic service design and who want to integrate the stability of the ITIL® framework to improve and standardise their own offerings.

The course is of particular interest then to IT professionals who need a detailed understanding of service delivery strategy within the ITIL® framework, including:

  • CIOs and other senior professionals responsible for defining and implementing a service strategy as part of wider IT and business goals.
  • COOs and IT operations managers who will need to understand how their service strategy is defined and managed.
  • Service managers who want to improve their knowledge of service strategy.
  • IT professionals who are interested in training for the full ITIL® Intermediate-level qualification.

The ITIL® Intermediate SS course will help IT professionals improve their knowledge of the ITIL® service strategy, and help them develop the skills and experience they need to define an IT service strategy that integrates and supports other core business strategies and goals.

Using over 9 hours of instructor led videos and self-study resources, the ITIL® Intermediate SS course allows students to study at their own pace, and at their own convenience. A series of self-assessment tests at the end of each module helps participants identify whether their readiness to sit the ITIL® Intermediate SS exams and earn their certificate.


The ITIL® Intermediate SS course helps students understand the role of service strategy in the context of the ITIL® framework before taking a deep-dive into the specifics of strategy design and implementation.

Students will learn:

  • The ITIL® approach to viewing service management as process within a larger system.
  • Service Strategy Principles – the principles behind good service design.
  • Service Strategy Processes – the processes that need to be built in to support and manage the service strategy.
  • Service Strategy, Governance, Architecture and ITSM Implementation Strategies – using IT frameworks to help improve governance and the impact of strategy on other business processes.
  • Organizing for Service Strategy – building the team and assigning roles and responsibilities necessary to implement the strategy.
  • Technology Considerations – using technology to underpin strategy through the use of increased automation and escalation etc.
  • Implementing Service Strategy – designing, implementing and transitioning to a new service strategy.
  • Challenges, Critical Success Factors and Risks – identifying and resolving issues that could prevent successful deployment of the new strategy.


Upon completion of the ITIL® Intermediate SS course, students should have acquired the skills and expertise needed to design and implement a working IT service strategy within an organisation, and to understand its relevance in helping achieve other business goals. Other reasons to undertake this course include:

  • Gaining an improved understanding of customers and market spaces, and the strategies required to deal with both.
  • Learning to identify and analyse demand patterns and use of services to provide guidance when designing new strategies.
  • Improved ability to manage the overall services portfolio.
  • New skills will help to optimise IT investments and maximise ROI.
  • Improves job performance, increases employment prospects and provides the basis for students to go on to study for the full ITIL® Intermediate certificate.

As a result the ITIL® Intermediate SS course is an essential investment in improving IT service provision, operational efficiency and employee skills.

All ITIL® online courses are offered by AFFILIATE of AXELOS Limited.
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Course Introduction
  • Course Organization
  • Course Conventions & Agenda
Service Strategy
  • Introduction to Service Strategy
  • Service Provider Types
  • Service Structures
  • The 4-Ps of Strategy
  • Service Strategy Summary
Services & Strategy
  • Defining Services & Market Spaces
  • Service Strategy Across the Lifecycle
  • Services & Strategy Summary
Service Strategy Processes
  • Strategy Management for IT Services Introduction
  • Service Portfolio Management
  • Financial Management
  • Demand Management
  • Business Relationship Management
  • Service Strategy Processes Summary
Organizing & Sourcing
  • Strategy & Governance
  • Strategy & Organization
  • Sourcing Strategy
  • Organization & Sourcing Summary
  • Technology Considerations
  • Implementation
  • Challenges, Risks & CSFs
  • Implementation Summary

ITIL,are registered trade marks of the AXELOS Limited, used under permission of AXELOS. All rights reserved. All ITIL courses are offered by itSM Solutions ATO of AXELOS Limited.

Course Code
Online Course
Course Access
1 Year
Exams Included
1 gigahertz (GHz)
1 GB
Operating Systems
Windows 7
Windows 8
Internet Explorer 10 or above
Google Chrome
Safari 6 or above
Mozilla Firefox
Windows, Mac, iPhone, iPad, Android