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May 2016

ITIL Service Strategy

1. Principles Goal: Superior performance versus competing alternatives The 4 Ps of Strategy: Perspective: descibes vision and direction, business mission, philosophy Position: distinctivness of provider in the same market space Plan: means of transforming from ‘as is’ to ‘to be’ Pattern: describes a series of consitent deccisions and actions over …

ITIL Definitions

Outcome: The result of carrying out an activity, following a process or delivering an IT service. Service: A means of delivering value to a customer by facilitating outcomes customers want to achieve without ownership of specific costs and risks. IT Service: A service provided by an IT Service Provider. An …