ITIL Intermediate Module - Service Strategy

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.

Image description

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 Concept


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 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.

Target Audience


The main target candidate for the ITIL Intermediate Qualification: Service Strategy Certificate includes, but is not restricted to:

  • Chief information officers(CIOs)
  • Chief technology officers (CTOs)
  • Managers
  • Supervisory staff
  • Team leaders
  • Service designers
  • IT architects
  • IT planners
  • IT consultants
  • IT management
  • IT Finance management
  • Supplier Relationship management.
  • IT audit managers
  • IT security managers
  • ITSM trainers involved in the on-going management, co-ordination and integration of strategizing activities within the service lifecycle
  • Individuals who require a deeper understanding of the ITIL service strategy stage of the ITIL service lifecycle and how activities in it may be implemented to enhance the quality of IT service management within an organization
  • IT professionals working in roles associated with strategic planning, execution and control within a service-based business model, seeking an understanding of the concepts, processes, functions and activities involved in service strategy
  • Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications
  • Individuals seeking the ITIL Expert Certification in IT Service Management for which this qualification can be one of the prerequisite modules
  • Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.

This list is a guide only, and choices will depend on individual career goals and objectives.

Service Strategy Examination

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 exam format is as follows:

  • The exam contains complex scenarios upon which the 8 examination questions will be based. 
  • All questions are contained within the Question Booklet and each question will clearly state the scenario to which the question relates. 
  • In order to answer each of the 8 questions, you will need to read the related scenario carefully.
  • On the basis of the information provided in the scenario, you will be required to select which of the four answer options provided (A, B, C or D) you believe to be the optimum answer. 
  • You may choose ONE answer only, and the Gradient Scoring system works as follows:
  • Closed book
  • 90 minutes duration

• If you select the CORRECT answer, you will be awarded 5 marks for the question
• If you select the SECOND BEST answer, you will be awarded 3 marks for the question
• If you select the THIRD BEST answer, you will be awarded 1 mark for the question
• If you select the DISTRACTER (the incorrect answer), you will receive no marks for the question

In order to pass this examination, you must achieve a total of 28 marks or more out of a maximum of 40 marks (70%).

Qualification Learning Objectives

This qualification provides a complete overview of service strategy including all its related activities: how to design, develop, and implement service management not only as an organizational capability but also as a strategic asset.

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

• 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.

In addition, the training for this certification will include examination preparation, including a mock examination opportunity.