ITIL® Service Strategy (SS) eLearning - $599 (with exam)


Exam pledge (FREE resit)

Key Features

  • Fully accredited training course

  • Credits awarded: 3

  • Verified 'ITIL Leader' 2019

  • FREE exam voucher

  • Exam Pledge (FREE resit) - T&Cs apply

  • 91% average first-time pass rate

  • 6 months access

  • 20+ hours of course material

  • Quizzes & revision modules

  • Increase your earning potential by 20%

  • Expert tutor support

Course Overview - Try a Free Module

ITIL® Service Strategy (SS)

The objective of this ITIL SS course is to help students to fully understand the role that IT services play in pursuing business and customer-related objectives.

This course offers everything you need to prepare for, take and pass the ITIL Service Strategy exam, including a FREE exam voucher. Successfully passing the examination will also earn you 3 credits towards the 22 required to gain the ITIL Expert qualification.

Why take this course?

This ITIL course has been created in partnership with leading industry experts with many years of experience as consultants, trainers and authors of best-selling ITIL study guides.

ITIL Service Strategy (SS) is an intermediate level ITIL qualification. It is one of five ITIL Service Lifecycle modules covering the management and control of activities and techniques documented in the ITIL Service Strategy publication.

This course is ideal if you have earned an ITIL Foundation certificate in IT Service Management. You will gain a practical level of proficiency in the management of the Service Strategy stage of the ITIL Service Lifecycle, fully preparing you for the official exam.

This course is accredited by PeopleCert and licensed by AXELOS as an official examination institute for an ITIL Service Strategy qualification in IT Service Management.

Students who take this course will learn:

  • How to demonstrate an understanding of the risks and success factors used to develop and progress strategies within an organization or program

  • A complete overview of service value definition, business-case development, service assets, market analysis and service provider types

  • A full understanding of customer business objectives and priorities, as well as the role that IT services play in achieving them

  • Everything needed to pass the official ITIL Service Strategy (SS) exam


Mark Smalley - IT Management Consultant & Author, Contributor to the ITIL 4 Framework, Good e-Learning Ambassador

Mark Smalley

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  Many individuals and corporate organizations around the world use Good e-Learning to remain relevant in today's changing world. Their ITIL courses are attractively presented and easy to follow giving students the best possible chance at succeeding in the examination  

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Course Syllabus - Download the Datasheet

Module 1: An Introduction to Service Strategy

Learning Objectives

This Module addresses the core concepts of service strategy in terms of its purpose, objectives, scope and its relationship to the other ITIL Lifecycle Stages.

The candidate must be able to understand and describe:

The purpose of service strategy
The objectives of service strategy
Service strategy’s value to the business

Understand and describe the context of service strategy in relation to the 4 stages of the service lifecycle:

Service Design
Service Transition
Service Operation
Continual Service Improvement

Module 2: Service Strategy Principles

Learning Objectives

This module unit covers the elements of service strategy that are necessary to understand, use and apply the processes within service strategy to create business value.

It will enable the use of the knowledge, interpretation and analysis of service strategy principles, techniques and relationships, and the application for creation of effective service strategies.

The candidate must be able to understand, describe and apply the following topics:

Service Strategy Basics
Services and Value
Assets and Service Providers
Defining Services
Service Economics
Sourcing Strategies

Module 3: Service Strategy Processes

Learning Objectives

The module covers the managerial and supervisory aspects of service strategy processes. It excludes the day-to-day operation of each process. More detailed process operation guidance is covered in the service capability courses.

Each process is considered from the management perspective. That means at the end of this module you should understand those aspects that would be required to understand each process and its interfaces, oversee its implementation and judge its effectiveness and efficiency.

The candidate must be able to understand, describe and apply the following topics:

Strategy Management
Service Portfolio Management
Financial Management
Demand Management
Business Relationship Management

Module 4: Governance

Learning Objectives

In this module you will learn how governance can be analysed and used to set strategy with the use of governance frameworks and bodies.

This unit will enable the analysis of IT governance and to use it to set strategy by leveraging governance frameworks and bodies.

This module covers:

What is Governance?
Strategy, Policy and Plan
Setting the strategies, policies and plans
Governance Framework
What is IT Governance?
Governance Bodies
IT Steering Group
Strategy to Governance

Module 5: Organizing for Service Strategy

Learning Objectives

This module looks at the organizational considerations relating to service strategy, including organizational development, departmentalization and design.

This unit enables the understanding of the concepts of organizational considerations as it relates to service strategy.

This module covers:

Centralized, Federated, or Decentralized?
Deciding on a Structure
Speed of Change
Organization Departmentalization
Organizational Design
Organizational Design Steps

Module 6: Technology Considerations

Learning Objectives

This module looks at the technological considerations involved with service strategy. These include service automation, analytics and different technology interfaces.

This unit enables the understanding of the relevance and opportunities service automation in the service strategy lifecycle stage.

This module covers:

Service Automation Benefits
Areas for Possible Service Automation
Automation reduces variation
Preparing for Automation
Service Analytics and Instrumentation
Service Analytics
Characteristics of good Service Interfaces
The Critical Role of Service Interfaces
Types of Service Technology Encounters
Self-Service Channels

Module 7: Implementing Service Strategy

Learning Objectives

In this module you will learn how to develop implementation strategies that follow a lifecycle approach.

The module covers:

Implementation Through the Lifecycle
Following a Lifecycle Approach
The Impact of Service Strategy on other lifecycle Stages

Module 8: Challenges, Critical Success Factors and Risks

Learning Objectives

The primary goal of this module is for you to get to grips with the challenges, risks and Critical Success factors involved with service strategy.

The module covers:

Critical Success Factors (CSFs)

Module 9: Exam Preparation

Learning Objectives

This section has been designed to support your preparations for the service strategy exam, and includes 2 mock exams, as well as detailed analysis of the exam format and how to complete the exam.

Exams / Assessments

In order to achieve this ITIL Intermediate qualification, you must pass the ITIL® Service Strategy Certificate in IT Service Management exam.

You can take the exam online (virtually) using a service provided by PeopleCert.

This course comes with a FREE exam voucher and is eligible for exam pledge (a free resit on us!) - That's how confident we are that you'll pass first time!

Before booking your exam, it will be a good idea to make sure that your device meets the technical requirements. You can do so via this online test. This test will examine the suitability of your webcam, microphone and internet connection. Please visit the PeopleCert website for more information and guidance.

What you need to know about the exam:

  • It is a complex multiple-choice exam with 8 scenario-based questions

  • There is a time limit of 90 minutes to complete the exam

  • The exam is closed book, with only the provided materials being permitted for use

  • The pass mark for the exam is 70%: you must get 28 out of 40 questions correct

  • Successfully passing the exam will earn delegates 3 credits towards ITIL Expert level

  • In countries where English is a second language, the time allocated for the exam is extended to 120 minutes

You will be tested on:

  • Introduction to service strategy

  • Service strategy principles

  • Service strategy processes

  • Governance

  • Organizing for service strategy

  • Technology considerations

  • Implementing service strategy

  • Challenges, critical success factors and risks

ITIL® Service Strategy (SS)


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