The Service Strategy (SS) qualification is one of five ITIL Service Lifecycle modules and provides you with the guidance that enables you to design, develop, and implement service provider strategy that aligns to the organizational strategy.
The SS module focuses on the importance of the strategic aspect of services within the IT service lifecycle. It provides the specific knowledge and techniques to help you demonstrate that you understand the risks and success factors and have the skills to develop and progress strategy within an organization or programme.
The course covers management and control of activities and techniques that are documented in the ITIL Service Strategy publication, but it does not provide the full detail of each supporting process. More information about these processes can be found in the Service Offering and Agreements module from the Service Capability work stream.
The strategic aspects of a service should not be underestimated. Adopting service strategy techniques and principles can help organizations ensure that their IT teams are aligned with the business as a whole and are not just focused on technical concerns. This can enable better communication within an organization resulting in smoother and swifter development of new or updated products and services.
The SS module offers the same benefits to individuals who will be better able to understand the relationship between the IT and general aspects of their work and to appreciate how the ITIL best practice framework can help them work more efficiently.
The Service Strategy qualification would suit those working in the following areas:
- IT management
- IT Finance management
- Supplier Relationship management.
This list is a guide only, and choices will depend on individual career goals and objectives.
- Introduction to the Service Strategy Lifecycle Stage
- Service Strategy Concepts
- Value to the Business
- The Context of Service Transition and Service Lifecycle
- Service Strategy Fundamentals
- Service Strategy Principles
- Service Strategy Basics
- Services and Values
- Strategic Assets and Service Providers
- Defining Services
- Strategies for Customer Satisfaction
- Service Economics
- Sourcing Strategy
- Service Strategy Inputs and Outputs
- Service Strategy Processes
- Understanding Strategy Management for IT Services
- Understanding Service Portfolio Management
- Understanding Financial Management for IT Services
- Understanding Business Relationship Management
- Understanding Demand Management
- Understanding Governance
- Setting the Strategy for Governance
- Governance Framework
- Service Strategy related to Governance
- Organizing for Service Strategy
- Organization Development
- Technology Considerations
- Implementing Service Strategy
- Challenges, Critical Success Factors and Risks
ITIL Credit System
Under the ITIL Credit System, you must earn a number of credits from each ITIL qualification to progress to the next level within the ITIL scheme. The SS module is worth three credits towards the minimum of 17 required to progress to the Managing Across the Lifecycle module, which is the final step before the ITIL Expert Level. See the ITIL Credit System page for more information.
The exam format is as follows:
- Multiple choice examination questions
- Eight questions per paper
- 28 marks required to pass (out of 40 available) - 70%
- 90 minutes’ duration
- Closed book.
The Service Strategy qualification can only be taken as part of an accredited training course.
The ITIL Foundation Certification in IT Service Management is a prerequisite to taking this class.