ITIL Intermediate Lifecycle Program: Service Strategy (SS)

Service Strategy (SS) Course | taught by The Art of Service Team
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Course description

Service Strategy Lifecycle Program

The Service Strategy Certificate covers the following ITIL Processes

★Service Strategy Principles

★Defining Services and

market spaces

★Conducting strategic assessments

★Service Portfolio

★Managing Demand

★Driving strategy 

★Financial Management

★Understanding Critical Success
Factors and risks

Is this course for me!

This Online Learning course immerses learners in the overall concepts, processes, policies and methods associated with the Service Strategy phase of the Service Lifecycle. The course covers the management and control of the activities and techniques within the Service Strategy stage, but not the detail of each of the supporting processes. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL® best practice and positions the student to successfully complete the associated exam.

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Why should you train with The Art of Service

The Art of Service is a world leading online learning company that helps anyone learn technology and business skills to achieve personal and professional goals.

Our Accredited eLearning Courses provide our students everything to best prepare you for the ITIL Exams with:

 Acredited self paced online learning (60 days)
 300+ page PDF Workbook Yours to keep (PDF download)
 Multimedia presentations to simulate the classroom experience
 Downloadable resources so you can study on the go;
 End of module review questions to assess your content knowledge
 A full 40 question sample exam to assist in your exam preparation
 24/7 online access to your course. (Internet access required)
 Final Exam

Through individual, corporate, academic and government enrollments, members have access to the The Art of Service education library of engaging, top-quality courses taught by accredited and recognized industry experts.

What you need to Know!

Prerequisites needed before you start:

  • Hold an ITIL v3/2011 Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate
  • There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable
  • It is highly recommended that you read the AXELOS® Service Strategy book prior to commencement of this program
  • Candidates must supply identification confirmation at the time of course registration

Contact Hours
The recommended minimum contact hours for the eLearning course is 21 but the benefit of eLearning is that you can move at a pace that best suits you. Our different access options allow you to tailor the learning experience to your learning needs.

What's the difference between the Lifecycle and Capability certificates?

The Lifecycle and Capability certificates comprise the two streams, or branches, of the ITIL intermediate-level qualification scheme.

The Lifecycle stream-which includes the Service Strategy qualification-consists of five modules or certifications. These certifications focus on the Service Lifecycle, the use of process and practice within the lifecycle and developing the skills needed to deliver quality Service Management practices in an organization.

The Capability certificates, which are made up of four modules, are geared toward those who want a thorough understanding of ITIL processes and roles. The primary focus is on activities, execution and use of the processes throughout the entire Service Lifecycle.

About the Examination:

  • Evidence of ITIL v3/2011 Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate and completion of the Service Strategy Lifecycle course from an Accredited Training Provider is required to sit the exam
  • It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Strategy book in preparation for the examination.
  • The syllabus can be downloaded from the resources of the course.
  • The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions.
  • Exam duration is a maximum 90 minutes for all candidates in their respective language (candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary)
  • Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.
  • Pass score is 28/40 or 70%
  • Distinction pass score is under consideration


The program combines short presentations supported by accredited trainer audio. A text book is also provided to further explore and explain all concepts covered within the syllabus. There are exercises (marking scheme provided) to ensure learners are testing their knowledge and competency to enhance understanding of key concepts. Revision questions and a mock examination help to prepare for the AXELOS multiple-choice examination. (

This course must be completed prior to December 31, 2019 as this course will cease to be active past this date. The Art of Service is not renewing the accreditation licence for all ITIL courses and will cease providing access to all ITIL courses at December 31, 2019.
Please complete the course prior to this date.
We are able to purchase exams for the courses till December 20, 2019. Exams expire 12 months from purchase as they are conducted by PeopleCert and not by The Art of Service.


Upon successful passing of the ITIL Service Strategy Lifecycle exam, the student will be recognized with 3 credits in the ITIL qualification scheme
Project Management Institute Professional Development Units (PDUs) = 21

Is this course accredited?

Yes! AXELOS/PeopleCert, the official ITIL accreditors, have accredited this course and the instructors who teach it as providing high-quality training in IT Service Management.


ITIL® is a registered trade mark of AXELOS Limited
AXELOS® is a registered trade mark of AXELOS Limited

The Art of Service Team
The Art of Service Team
eLearning Support

The Art of Service has a team dedicated to your learning success! Our eLearning support team is available 7 days per week for ongoing support and to answer your course related questions.

Course Curriculum

Important Student Requirements
Must Read!!
Identity Confirmation Form - (Only required once)
The ITIL Intermediate Qualification Service Strategy Certificate Syllabus v5.4.pdf
ITIL® Service Strategy Intermediate Lifecycle Complete Certification Kit
ITIL Qualification Scheme Brochure_v2.0
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Service Strategy Course
Welcome to Service Strategy
Warm Up
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Service Strategy Introduction
Introduction to Service Strategy Part 1
Introduction to Service Strategy Part 2
Introduction to Service Strategy Part 3
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Service Strategy Processes
Strategy Management for IT Services
Service Portfolio Management
Financial Management for IT Services
Demand Management
Business Relationship Management
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Service Strategy Governance, Organizing, Technology and Implementation
Organizing for Service Strategy
Technology Considerations
Implementing Service Strategy
Challenges, Critical Success Factors and Risks
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Exam Information and Exercises
Exam Information
Demand Management Exercise
Strategy Management for IT Services Exercise 1
Strategy Management for IT Services Exercise 2
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Exam Preparation
Exam Preparation with Graded Marking
Exam Preparation with Graded Marking - Answers
ITIL Intermediate Lifecycle Service Strategy Sample1 SCENARIO BOOKLET v6.1
ITIL Intermediate Lifecycle Service Strategy Sample1 QUESTION BOOKLET v6.1
ITIL Intermediate Lifecycle Service Strategy Sample1 ANSWERS & RATIONALES v6.1
Purchase the Exam Voucher Here!
Course Evaluation Form
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Additional Resources
Multiple Choice Questions Rationale
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