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ITIL Lifecycle Service Strategy (SS) Course Outline

 (3 days)

This three-day hands on program leads to a Certificate in ITIL Service Lifecycle Management – Service Strategy. This program is for IT professionals working within, or about to enter, an IT environment requiring a detailed understanding of the processes, functions and activities associated with the Service Strategy domain of the ITIL® Service Lifecycle. Upon successful completion of the education and examination, students can expect to gain competencies in the following IT Service Strategy areas:

Leading discussions on Service Strategy
Defining services and market spaces
Conducting strategic analysis
Applying Financial Management
Managing demand
Driving strategy through the Service Lifecycle
Understanding Critical success factors and risks

Who Should Attend?
The Service Lifecycle series will be of interest to candidates wishing to obtain knowledge of ITIL practices within the Service Lifecycle context. Prime focus is the Lifecycle itself, the use of process and practice elements used within it and the management capabilities needed to deliver quality Service Management practices in an organization. Job Roles include:

Senior IT Mgmt (CIO/CTO, IT Director, VP IT)
Senior Program Management and PMO Leadership
Portfolio Management
IT Financial Management
Enterprise Analysts

Special Note to New Hampshire Residents
This course has not yet been approved by the State's Department of Education. Please contact us to get an update as to when the class should be available in New Hampshire.

ITIL Foundation Certificate in IT Service Management along with IT or ITSM operational experience.

Course Outline

Value Creation and the Mind Gap
Marketing Services
Communicating Utility and Warranty
Leveraging Service Assets
Service Provider Models
Value Networks
4 Ps of Strategy
Challenges, CSFs, and Risks

Defining services and market spaces
Define the Market
Develop the Offerings
Service Portfolio Management

Conducting Strategic Analysis
Outcome- vs Constraint-driven models
Integrating Strategy into the Lifecycle
Managing Demand, Quality, and Warranty

Strategic Assessments
Developing Strategic Assets
Preparing for Execution

Service Portfolio Management
Integration with BSM

Demand Management
Patterns of Business Activity
User Profiles
Demand Modeling
Service Packages

Financial Management
Service Valuation
Supporting Demand and Portfolio Management
Provisioning Optimization
Service Investment Analysis

Organizing and Sourcing
Organizational Development
Departments, Design, and Culture
Sourcing Strategies
Roles and Responsibilities

An optional eight-question, ninety-minute, closed book, multiple choice, multi-part, scenario based examination is administered by an independent proctor at the end of the course. Certification is through the ACQUIROS. Candidates must have attended an accredited training course (instructor led or online) to sit for the exam. Each student will be awarded three credits towards ITIL Expert® certification upon successful completion of the exam.

Reference Material
Each student will receive a workbook. Other ITSM-related study material and books are available for purchase prior to, or during, the class.

Credits Earned
3 ITIL Expert Credits
22 PDU Credits

Related Courses
ITIL Certification – Service Lifecycle – Design
ITIL Certification – Service Lifecycle – Transition
ITIL Certification – Service Lifecycle – Operation
ITIL Certification – Service Lifecycle – Continual Service Improvement (CSI)
View outline in Word


Attend hands-on, instructor-led ITIL Lifecycle Service Strategy (SS) training classes at ONLC's more than 300 locations. Not near one of our locations? Attend these same live classes from your home/office PC via our Remote Classroom Instruction (RCI) technology.

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