ITIL Life Cycle - Service Strategy - notes reviewer

 Service Strategy

Goal - How to design, develop, and implement service management not only as an organizational capability but as a 'strategic asset'.

Scope - develop a strategy to meet customer need via service delivery, develop a strategy to manage those services.

Processes

• strategy management
• financial management - to secure the appropriate level of funding to design, develop and deliver services that meet the strategy of the organization.
• service portfolio management - is the complete set of services that are managed by a service provider.
• demand management
• business relationship management - ensures the service provider understands the business requirments and is able to deliver.

Key concepts

• value = utility & warranty
• management of risk
• business case
• service case
• service catalog

Value Creation

• Value characteristics - defined by customer, affordable mix of features, achievement of objectives d.changes over time/circumstance
• service contributes value only when its value is perceived to be higher than its cost - what did the service provide?, what did the service achieve?, how much did the service cost/price?
• value perceived not just as a business outcome - perceptions, preferences

Value to the business of service strategy

• Linking activities of the service provider to business outcomes - IT provides value and not just a cost!
• Clearly defined levels/types of service to meet/enhance customer outcomes
• Quick response, greater flexibility; agile delivery
• Portfolio of services - positive business return
• service strategy provides guidance to IT service providers and customer to assist in operations and developing a clear service strategy - questions to invoke strategic planning.