ITIL® Intermediate Service Strategy Certification Training

Service Strategy (SS) is one of the ITIL core publications in the Service Lifecycle. This course trains participant in the practical aspects of the ITIL Service Lifecycle and processes associated with the Service Strategy focusing on the process elements that align business and IT, Service Strategy aims to link IT deliverables to meet business goals, requirements and service management principles. Participants will be provided with practical and hands-on learning experiences using a scenario-based approach.

  •  Intense, Interactive Classroom Training
  •  100% Money-Back Guarantee
  •  Accredited courseware
  •  Tips & Tricks on how to pass the ITIL Service Strategy Certification Exam
  •  The program delivered by Faculty who are Approved & Accredited with Highest Proficiency and having vast Industry Experience.
  •  Assist Candidates with Career Planning, Growth & Development

At the end of the workshop participants will get an extensive understanding of how effective Service Strategy could bring value to the customers in the form of services delivered. They will realize the importance of how well made Strategy can help Service Design, Service Transition & smoothly enter Service Operations. This would include:

  • Understanding the marketplace and defining market requirements. Developing the right offerings.
  • Ascertaining how Services/Products being offered are different & unique from competitors.
  • Gathering organizational strengths, weaknesses, opportunities, and threats.
  • Developing Resources and Capabilities required in delivering Services or Products.
  • Establishing and maintaining a good healthy Business Relationship with the customer by working closely with them and delivering Services beyond expectations.
  • Budgeting for the intended Service or Product.
  • Accounting for the amount expended towards service and comparing it to the budget to ascertain any variations.
  • Chargeback options as an incentive for the service provider to recover the cost of IT services & operate as a business if required.

The target group of 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 audit managers
  • IT security managers
  • 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.

ITIL Intermediate Certification on Service Transition

About the Examination:

  • Exam Format: Multiple choice, scenario-based, gradient scored questions.
  • Number of Scenarios: 8
  • Number of Question per scenario: 1
  • Number of probable answers for each question: 4
  • Scoring: Best Ans=5; second Best Ans =3; slightly correct Ans=1; Distractor=0
  • Pass Score: 28/40 or 70%
  • Exam Delivery: Online or paper-based
  • Exam Duration: 90 minutes
  • Open/Closed Book: Closed Book


  • An ITIL Foundation certificate v2 with a v2-v3 bridge or higher.
  • Candidates must have undertaken at least 21 contact hours for this syllabus as part of a formal, approved training course/scheme. Contact hours are hours of instruction, excluding breaks, with an accredited training organization (ATO) or an accredited online self-learning solution.
  • A basic IT literacy and around 2 years IT experience are highly desirable


Upon successfully achieving the ITIL Service Transition, the participant will earn 3 credits in the ITIL Service Transition qualification scheme.

 Introduction to Service Management
 Service Strategy Principles
 Service Strategy Processes
 Scenario-based exercises
 Organizing for Service Strategy
 Technology Considerations
 Implementing Service Strategy
 Challenges, Critical Success Factors, Risks
 Scenario-Based Exercises and thorough review
 Tips & tricks in choosing the best answer!
 Examination Preparation, Mock Examinations & Review
 APMG, UK/CSME, USA Certification exam on Service Strategy
  •  24 PDUs Participation Certificate all participants-relevant to PMP Certified Professionals.
  •  Accredited courseware
  •  ITIL 2 sets of Scenario & Questions Exercises that will prepare the participants for the final exam.
  •  Tips & Tricks on how to pass the Certification Examination
  •  Course Certification Examination from APMG International - UK/CSME – the USA

What are the Eligibility Requirements for ITIL® Foundation?

The ITIL® Foundation is an entry-level Training Program. There are no required prerequisites to take the Exam. However, IT experience is highly recommended.

Where should I be doing my ITIL® Certification Program?

It is a good idea to get trained from an Accredited Training Organization (ATO) since they are approved by APMG and legally permitted to conduct Training and Certification. The syllabus and the trainer will be assessed and approved by AXELOS Limited- the governing body for ITIL®.

What next after ITIL® Foundation?

Once you are ITIL® Foundation Certified, then you are eligible to take Certification Training at the Intermediate level; leading to ITIL® Expert. Please note that there are 2 separate streams at the Intermediate level. Depending on your area of focus you choose a particular stream.

What are the Modules offered in the Intermediate Streams?

ITIL® Certification starts with ITIL® Foundation. There are then two streams at the Intermediate Level. The prerequisite to take any of these intermediate courses is the ITIL® Foundation Certificate. The two streams are:

  1. Service Life Cycle (comprising of 5 modules with 3 credits per module)
    • Service Strategy.
    • Service Design.
    • Service Transition.
    • Service Operations &
    • Continual Service Improvement.
  2. Capability (comprising of 4 modules with 4 credits per module)
    • Operational Support and Analysis
    • Planning Protection and Optimization
    • Release Control and Validation
    • Service Offerings and Agreements
  3. Managing Across Life Cycle (MALC )(1 module with 5 credits)

What are ITIL Credits and how does one acquire them?

To become an ITIL® Expert you are required to have a minimum of 22 credits. The credit per module is mentioned adjacent to each module. You can either do all the modules in the Service Life Cycle or do all the modules in Capability or a combination from either stream. However to do MALC, which is mandatory, one needs to have a minimum of 17 credits. Successfully passing MALC will fetch two certifications - one for completing MALC and the second - the coveted ITIL® Expert Certification.

What is the duration of each Course?

The course duration is as per the credits awarded for each module. It is 3 days for Service Life Cycle, 4 days for Capability and 5 days for MALC.

What is the difference between the Service Life Cycle and the Capability Stream?

The Service Life Cycle (SLC) is the core of ITIL®. This stream is for those who are directly delivering customer-facing services by executing the ITIL® processes

The Capability module is for those who are interested in designing, developing and implementing processes that meet business objectives. For example Process Owners, Process Managers, and Process Practitioners.

Who administers the ITIL® Exams?

The ATO will be offering the examination. Exams are offered paper-based and online. Exams taken Online, display your result immediately. Whereas it may take 3-4 working days to get the result for a paper-based exam. Each Examination Institute has its model for conducting the Exam.

What is an Examination Institute?

There are many Examination Institutes that are accredited through AXELOS. They simply conduct the Exam. Training Institutes have to be accredited with one or several of such Examination Institutes such as APMG International, TUV-SUD Germany, EXIN.

What is considered a passing score for the ITIL® examination?

Foundation: A minimum score of 26/40 (65%) is required to pass the Foundation Exam. Intermediate Level Exams: A minimum score of 28/40 (70%) is required to pass an Intermediate Exam.

MALC Exam: A score of 35/50 (70%) is needed to pass the MALC exam.

What is the method of awarding marks?

There are no negative marks given for any of the Examinations. The marks for the Foundation Exam is either a 1 for a correct answer and 0 for a wrong answer. For the intermediate examination, it is different since it is gradient-based. The best/correct answer will fetch full 5 marks. An almost right answer will fetch 3 marks. A slightly correct answer will fetch 1 mark, and 0 for a wrong answer.

What is the validity of the Certification?

There is no validation as such. If there is a major change – similar to what happened with ITIL® v3 to ITIL®v4, then there may be a bridge exam. However, as of now, there is no such indication of a major change coming up soon.

How could I develop into an ITIL® approved trainer?

All ITIL® trainers must be "sponsored" by an ITIL® Accredited Training Organization (ATO). They should have a minimum of 9 credits. Proof of certification along with profile should be forwarded by the ATOs lead trainer to the Examination Institute. The lead trainer should mentor the new trainer and the Examination Institute will also interview to assess the capability of the new trainer.

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