The IT Service Strategy TOOLKIT

This easy, engaging online course teaches you how to use the 'service strategy process' to deliver value-added IT services. 50+ lessons, videos, reference materials, templates and more. Lifetime access, updates included.

Course Features

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Enroll now for lifetime access to 50+ lessons, templates and reference materials, with all future updates included!

The Service Strategy Toolkit teaches you how to use the 'service strategy process' to plan and deliver IT services that more relevant, responsive and valued.  You'll learn all the underlying basics, as well as specific steps to follow and implement.

Topics covered include defining the IT mission, organizing IT service departments, delivering quality end-user service, planning IT policies, managing IT according to a strategic service vision, and much more.

You'll learn multiple new strategic planning techniques, including 'Define, Align and Approve', the IT/End-User Partnership Strategy, the Manage by Process Framework, Proactive Problem Management, and more.

The Toolkit course is designed for ease of use, accessible from any internet connected device. It's organized into six (6) primary chapters, containing multiple lessons, with supporting reference materials, templates to download, and quizzes to test your knowledge. To learn more, just watch the video below:


Still Not Sure? Try it for Free!

Not sure if this course is right for you? You can find out with a FREE enrollment in the Service Strategy Starter Course.

The Starter Course gives you instant, unrestricted access to selected contents of the full Service Strategy Toolkit, so you can kick the tires before you commit.  No credit card is required to enroll. You can go through the Starter Course at your pace, and sign up for the full Toolkit when you're ready.

Enroll in the Starter Course Starter Course Details

What's Inside?

Welcome to the Toolkit

  • Welcome Message
  • 'Using the Toolkit' Roadmap
  • The Big Picture Video Part 1: What is Fast Track Management?
  • The Big Picture Video Part 2: Introducing the Service Strategy Process
  • The Big Picture Process Diagram (PDF)

Chapter 1 Introducing the Strategy

  • Quick Start Video
  • Lesson 1 - IT Management Basics (PDF)
  • Lesson 2 - The IT Management Vision (PDF)
  • Lesson 3 - Vision Risks and Constraints (PDF)
  • Lesson 4 - Vision Management Skills (PDF)

Chapter 2 Creating the Strategy

  • Lesson 1: Using "Define, Align, Approve" (PDF)
  • Lesson 2: IT Management Stakeholders (PDF)
  • Lesson 3: The IT Service Portfolio (PDF)
  • Lesson 4: IT Vision Statements (PDF)
  • Lesson 5: IT Service Level Agreements (PDF)
  • Lesson 6: IT Policy Making (PDF)
  • Lesson 7: Decision Making Strategies (PDF)
  • Lesson 8: Return On Investment (PDF)

Chapter 3 Promoting the Strategy

  • Lesson 1: The IT / End-User Partnership (PDF)
  • Lesson 2: End-User Roles in IT Projects (PDF)
  • Lesson 3: Customer Service Strategies (PDF)

Chapter 4 Sustaining the Strategy

  • Lesson 1: The Value of Standards in IT (PDF)
  • Lesson 2: The Manage by Process Framework (PDF)
  • Lesson 3: Project Management in IT (PDF)
  • Lesson 4: Problem Management in IT (PDF)
  • Lesson 5: The IT Service Review (PDF)
  • Interact: Service Strategy Stages Quiz

Chapter 5 Service Review Practices

  • Lesson 1: Service Review Process Standards (PDF)
  • Lesson 2: Service Review Process Triggers (PDF)
  • Lesson 3: Service Review Size & Scope (PDF)
  • Lesson 4: Service Review Stakeholders (PDF)
  • Lesson 5: Service Review Steps & Activities (PDF)

Chapter 6 Service Review Deliverables

  • Lesson 1: What is a Service Review Deliverable? (PDF)
  • Lesson 2: The Planning Deliverables (PDF)
  • Lesson 3: The Data Collection Deliverables (PDF)
  • Lesson 4: The Data Reporting Deliverables (PDF)
  • Lesson 5: The Data Analysis Deliverables (PDF)
  • Lesson 6: Service Review Lessons Learned (PDF)

Reference for Strategy Introduction

  • Creating the Strategy - Concepts Diagrams
  • Infographic: Step by Step to a Service Strategy
  • Infographic: Managing IT With a Strategic Vision
  • Vision Skills Assessment Tips
  • Vision Skills Assessment Quiz

Reference for Strategy Creation

  • Service Strategy Steering Committees (Charter Template)
  • Infographic: The Keys to Sound IT Policy
  • Disaster Recovery Policy Planning (PDF)
  • IT Asset Management Policy Planning (PDF)
  • Policy Template: Disaster Recovery Plan (Word Format)
  • Policy Template: Multi-Purpose for IT Management Policy

The Service Strategy Tools and Templates

  • Template Instructions (PDF)
  • Spreadsheet Instructions (PDF)
  • Reference: Survey Statement Examples (PDF)
  • The IT Vision Statement Template (Word Format)
  • The IT Service Review Process Plan (Word Format)
  • The Service Review Survey Template (Excel Format)
  • The Survey Results Template (Excel Format)
  • The Service Review Analysis Template (Word Format)


  • Terms of Use
  • Privacy Policy

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