ITIL v3 (Information Technology Infrastructure Library)/Service Strategy

Service Strategy is the center and origin point of the ITIL Service Lifecycle. It provides guidance on clarification and prioritization of service-provider investments in services. More generally, Service Strategy focuses on helping IT organizations improve and develop over the long term. In both cases, Service Strategy relies largely upon a market-driven approach.

This is a view of ITIL where IT and business align their visions. It's key topics covered include service value definition, business-case development, service assets, market analysis, and service provider types. List of covered processes:

* Service Portfolio Management
* IT Financial Management

Importance of this view is because this phase that is responsible to define service value. When defining a service is important to have in mind four Ps for strategy: Perspective, Position, Plane, Pattern.

Strategy activities are:

  • Define market
  • Develop strategic offer
  • Develop strategic assets
  • Prepare for execution

Service StrategyEdit

PrinciplesEdit

When defining a service, strategist must have in mind list of principles, as stated below:

  • Value creation
  • Asset service
  • Service provider types
  • Service structure

StagesEdit

Stages for definition of strategy are:

  1. Define
  2. Analyze
  3. Approval
  4. Charter

Itil service stages.jpg

Service provider typesEdit

There are three types of service providers, that may include service provided as well providers for the service:

  1. Internal service provider: exists within an organization and provides service solely for a unique business unit
  2. Shared service unit: exists within an organization, but provides service for more then one business unit
  3. External service provider: operates outside organization

ProcessesEdit

Service strategy has two processes: Service Portfolio Management and IT Financial Management, as depicted below.

Service Portfolio ManagementEdit

Owned by service portfolio manager, it is composed of four sub-processes:

  • Strategic service assessment: assesses current service in the market.
  • Service strategy definition: to define overall goals of the service, as well to define customer and customer segmentation.
  • Service portfolio update: adjusts services offered in portfolio based on strategy definition.
  • Strategic planning: defines, initiates and controls the program and projects required to execute Service Strategy.
  • Demand Management: Service Strategy.

IT Financial ManagementEdit

Owned by financial manager, it is composed of four sub-processes:

  • Financial management support: defines necessary structure for management of financial planning data and costs.
  • Financial planning: determines required financial resources over next planning period.
  • Financial analysis and reporting: analysis of financial costs provisioning and service profitability.
  • Service invoicing: issues invoices for the provisioned service.
Last modified on 28 October 2013, at 15:29