ITIL Lifecycle: Service Strategy
Purpose:
The purpose of the service strategy lifecycle is to define the perspective, position, plans and patterns that a service provider needs to be able to execute to meet an organization’s business outcomes.
Objectives
- Establish an understanding of strategy
- Clearly identify and define services
- Define how value is created and delivered
- Articulate how services are delivered and funded
- Establish a clear model for provisioning services
- Document and coordinate how service assets are used to deliver services
Scope
- Includes generic service management principles and processes
- Applies to internal and external service providers
- Two aspects covered by a service strategy:
- Defining a strategy to guide how a service provider meets business outcomes
- Defining a strategy for how to manage services
Value
- Links service provider activities with critical business outcomes
- Enables clear understanding of the services desired by the business
- Supports flexibility in response to the changing business environment
- Quantifies services through a profolio
- Facilitates communication between the service provider and its customers
- Aids in effective service provider organization
Basic Concepts
Outcomes
- The result of carrying out an activity, following a process or delivering a service
- Includes intended and actual results
- Customers seek outcomes without ownership of associated costs and risks
Types of Services
- Core: Basic functionality
- Enabling: Provide access to core services
- Enhancing: Provide differentiation
Value Creation through Services
- Business outcomes
- Preferences
- Perceptions
- Establish a baseline (current state) and add Utility and Warranty in order to create Value.
Risk Management
- Identify and Control Risks
Governance
- Is a single overarching area that ties IT and the business together.
- Defines common directions, policies and rules that both the business and IT use
- Applies a consistently managed approach throughout the organization
Service Automation
- Process and Tools must be in place prior to automation
- Benefits
- Imrpoves utility and warranty of a service
- Imrpoves management of capacity
- Areas
- Design and modeling
- Service catalog
- Pattern recognition and analysis
- Classification, prioritization and routing
- Detection and Monitoring
Service Strategy Processes
- Service Strategy Processes covered on the ITL Foundation syllabus
- Service portfolio management
- Business relationship management
- Financial management for IT Services
- Service Strategy Processes not covered on the ITIL Foundation Syllabus
- Demand Management (output is Pattern and Business Activity)
- Strategy management for IT Services