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. Its key topics covered include service value definition, business-case development, service assets, market analysis, and service provider types. List of covered processes: Strategy Management Service Portfolio Management IT Financial Management Demand Management Business Relationship 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, Plan, Pattern. Strategy activities are: Define market Develop strategic offer Develop strategic assets Prepare for execution Service Strategy Principles When defining a service, strategist must have in mind list of principles, as stated below: Value creation Service assets Service provider types Service structure Stages Stages for definition of strategy are: Define Analyze Approval Charter File:Itil_service_stages.jpg Service provider types There are three types of service providers, that may include service provided as well providers for the service: Internal service provider: exists within an organization and provides service solely for a unique business unit Shared service unit: exists within an organization, but provides service for more than one business unit External service provider: operates outside organization Processes Service strategy has two processes: Service Portfolio Management and IT Financial Management, as depicted below. Service Portfolio Management 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 Management 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.