Content at a Glance

Learning Unit SS01: Introduction to service strategy

The purpose, goals and objectives of service strategy
The scope of service strategy
The value to the business
The context of service strategy in relation to all other lifecycle stages.

Learning Unit SS02: Service strategy principles

Principles, techniques and relationships and their application for creation of effective service strategies.
The ability to decide on a service strategy
How to utilize the four P’s of service strategy
How to define services, create value and leverage the combined use of utility and warranty
How to use service economics and sourcing strategies when meeting business outcomes.

Learning Unit SS03: Service strategy processes

Principles, techniques and relationships and their application for creation of effective service strategies.
The management level concepts for the five service strategy processes and how they flow and integrate with the lifecycle
The purpose, scope and objectives of each service strategy process and how they link to value for the business.

Learning Unit SS04: Governance

Principles, techniques and relationships and their application for creation of effective service strategies.
The ability to analyse IT governance and use it to set strategy by leveraging governance frameworks, bodies.

Learning Unit SS05: Organizing for service strategy

Principles, techniques and relationships and their application for creation of effective service strategies.
The ability to create an organizational design using the relevant development and departmental methods.

Learning Unit SS06: Technology considerations

Principles, techniques and relationships and their application for creation of effective service
strategies.
Understand the relevance and opportunities for service automation and the importance and
application of technology interfaces across the lifecycle.

Learning Unit SS07: Implementing service strategy

Principles, techniques and relationships and their application for creation of effective service strategies.
Develop implementation strategies that follow a lifecycle approach (e.g. design, transition, operation and improvement, programmes).

Learning Unit SS08: Challenges, critical success factors and risks

Principles, techniques and relationships and their application for creation of effective service strategies.
The ability to provide insight and guidance for strategic challenges, risks and critical success factors.


© Crown Copyright 2011. This is a Crown Copyright value added product reproduced under license from AXELOS Inc.
The ITIL Intermediate Qualification Service Strategy Certificate v5.2 – July 2011
Version 5.2 (Status – Live) Document owner – APM Group-The Accreditor