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 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
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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
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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
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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
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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
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SPM = Service Portfolio Management
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