Introduction to Service Strategy
Core concepts
Purpose and objectives of service strategy
Scope of service strategy and value to business
Service strategy and the overall ITIL lifecycle
Strategy concepts and practices applied to service management and IT
The context of service strategy in relation to design, transition, operation and continual process improvement
Exploring strategic perspectives, plans, positions and patterns
Service Strategy Principles
Deciding on service strategy
Defining services
Basic approach to deciding a strategy
Utilizing the four Ps of service strategy
Perspective
Position
Plan
Pattern
Strategy and opposing dynamics
Leveraging the combined use of utility and warranty
Defining and creating value
Assets: customer, service and strategic
Choosing service providers
Meeting business outcomes
Outperforming competitors
Service economics and sourcing strategies
Strategy inputs and outputs within the service lifecycle
Service Strategy Processes
Creating effective service strategies
Integrating the five service strategy processes with the lifecycle
Creating value for the business
Strategy execution
Strategy and financial management for IT services
Purpose and objectives
Describing the process activities
Service portfolio management
Identifying process activities, methods and techniques
Applying value to business
Demand management
Strategies for demand management
Profiling, segmentation and service packaging strategies
Demand and customer outcomes
Business relationship management
Distinguishing triggers, inputs, outputs and interferences
Critical success factors and key performance indicators
Challenges and risks
Analyzing IT Governance
What is IT governance?
How strategy relates to governance
Setting strategy
Leveraging governance frameworks and bodies to set strategy
Implementing governance
Evaluate, direct, monitor
Producing a governance framework
Distinguishing governance bodies
Technology Considerations
Organizing for service strategy
Identifying organizational development
Applying organizational departmentalization
Deciding organizational design
Technology and service strategy
Automating service
Analyzing and producing service interfaces
Implementing Service Strategy
Developing implementation strategies that follow a lifecycle approach
Implementation through the lifecycle
Following a lifecycle approach
Critical Success Factors and Risks
Providing insight and guidance for strategic challenges, risks and critical success factors
Determining the viability of strategic positions and plans
Challenges, benefits and risks
Types of risks and high-level approaches for mitigating risk
- 'ITIL® is a registered trade mark of the Cabinet Office. The Swirl logo™ is a trade mark of the Cabinet Office’ in the first occurrence of the logo or word mark
- 'IT Infrastructure Library® is a registered trade mark of the Cabinet Office’ where referenced
- '© Crown copyright 2013 Reproduced under license from the Cabinet Office’, for any diagram or table from a Cabinet Office Best Management Practice publication or other source.