Service Strategy

Course duration 3 days.  Service Strategy sets the scope and objectives of all aspects of the service lifecycle and service enviroment.

Service Strategy is fundamental to the decisions that underpin our effective operation as an IT service provider: What market spaces we should be serving as a service provider, the services that will deliver value to customers, how to articulate that value, how best to deliver services (e.g. internal or cloud-based delivery models), and what mix of service assets are required to underpin our service portfolio.

 Areas of Study:

  • Understand the importance of the service strategy stage of the service lifecycle
  • Understand the core service strategy concepts and principles
  • Explore the practices used in internal marketing, business development and opportunity analysis
  • Understand the basis of strategic assessments
  • Understand the main strategic processes
    • Strategy management for IT services
    • Financial management for IT services
    • Service portfolio management
    • Demand management
    • Business relationship management
  • Consider the challenges, critical success factors and risks of establishing Service Strategy in the organization

Course Cost



3 days



  • Course duration:  3 days (including examination)
  • Pre-requisites:  Foundation certificate in IT Service Management (ITIL) is the only pre-requisite for this course
  • Examination (complex multiple choice) is taken on course completion
  • Points awarded: 3
  • Course Dates:  See Course Schedule

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