ITIL Service Strategy

Contents

1. Principles
2. Processes

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 time to ensure consitencyu of positiona and perspective

Defining services:

Define the market and identify the customer
Understand the customer
Quantify the outcomes
Classify and visualize the service
Understand the opportunities (market space)
Define service based on outcomes
Model the service
Define Service Units and Service Packages

2. Processes

2.1 Strategy Management for IT Services

Purpose: To articulate how a service provider will enable an organization to achieve its business outcomes

Triggers	Inputs	Outputs
Planning cycles, changes in environments, new business opportunities	Existing plans Service portfolio Customer strategies and interviews Service reporting on strategy effectiveness	Vision and Mission statement Strategic and tactical plans Policies to support plans Strategic requirements for new services

2.2 Service Portfolio Management

Purpose: To ensure the service provider has the right mix of services to balance the investment in IT to meet business outcomes

Triggers	Inputs	Outputs
New or changed strategy Improvement opportunities from CSI Request from BRM	Strategy Plans Service Improvment Opportunities Project Updates	Current service portfolio Service Charter Change proposals

2.3 Financial Management for IT Services

Purpose: To secure the appropriate level of funding to design, develop and deliver services to meet the strategy of the organisation

Triggers	Inputs	Outputs
Reporting cycles Audits Requests for financial information Investigation of new opportunities Introduction of charging RFCs	Policies, standards and practices All data sources for financial information Service portfolio	As process

2.4 Demand Management

Purpose: To understand, anticipate and influence customer demand for services, to work with capacity management to ensure service provider capacity meets demand

Triggers	Inputs	Outputs
Customer request of new or changed service New service to meet a strategic initiative Service Model needs definition along with PBAs and UPs Utilization rates causing performance issues Exception occurs to forecast of PBA	Initiative to create new service or change existing one Service models to be validated against PBAs Cusomter, Service and Agreement Portfolios Charging models and chargeable items to be validated	PBAs, UPs Policies for managing variations in utilization Documented options for creating serivce packages

PBA = Patterns of Business Activity

UP = User Profiles

2.5 Business Relationship Management

Purpose: To establish and maintain a business relationship between the service provider and customer and to identify customer needs to ensure they can be met

Triggers	Inputs	Outputs
New Strategic initiative New or changed service New opportunity identified Service chartered by SPM	Customer requirements Customer requests, RFCs, complaints, compliments, strategies Service strategies: PBAs, UPs, SLAs	Defined business outcomes Customer portfolio Requirements for strategy, design, transition Customer satisfaction surveys

SPM = Service Portfolio Management