ITIL – Service Strategy Processes

Service Strategy Processes

Service Strategy Process 1: Service Portfolio Management

Purpose

    • Ensure clear definition of services that are linked to business outcomes
    • Ensure the service provider is offering the right mix of services
    • Track the investment in services throughout the service lifecycle to ensure desired returns are being achieved

Objectives

    • Provide a process to enable and support investigation and decision making on which services to provide
    • Maintain the definitive portfolio of services provided
    • Provide a mechanism for evaluation of how services enable achievement of strategic objectives
    • Control which services are offered, under what conditions, and at what level of investment
    • Track the service investment throughout the lifecycle
    • Analyze which services are no longer viable and should be considered for retirement

Scope

    • Scope of Service Portfolio Management
      • All services currently delivered
      • All services under consideration for delivery
      • All services that have been, or will be, withdrawn or retired

Basic Concepts

  • Service Pipeline
  • Service Catalog
  • Retired Services

 

 

Service Strategy Process 2: Business Relationship Management

Purpose

  • Establish and maintain the relationship between the service provider and the customer
  • Identify customer needs and ensure the service provider can meet those needs over time.

Objectives

  • Prioritize services based on understanding the customer’s needs
  • Ensure higher levels of customer satisfaction through meeting customer requirements
  • Identify potential impacts to services offered
    • Changes in customer environment
    • Technology trends
  • Establish business requirements for new or changed services
  • Work with customers to ensure services deliver value
  • Mediate conflicting requirements
  • Establish formal complaint and compliment processes

Scope

  • Because business relationship management is concerned with customer satisfaction, it…
    • Spans the entire service lifecycle
    • Depends on clear and understood relationships with other service management processes
  • Other processes are concerned with customer satisfaction; they are just focused on more specific process activities and actions
    • Key example: Business relationship management and SLM

Basic Concepts

  • Formal procedures for handling complaints and compliments
    • Log and route appropriately
    • Ensure follow up actions are taken as necessary
    • Ensure response to customer

 

 

Service Strategy Process 3: Financial Management for IT Services Process

Purpose

  • Secure appropriate funding to design, develop, and deliver services that meet the strategy of the organization
  • Ensure the service provider does not commit to deliver services it is not able to provide
  • Identify the balance between cost and value
  • Maintain the balance between supply and demand

Objectives

  • Define and maintain a framework to identify, manage, communicate and optionally recover the costs of providing services
  • Secure funding to manage the provision of services
  • Evaluate the financial impact of new or changed strategies
  • Facilitate good stewardship of customer and service assets
  • Manage and report on expenditures related to the provision of services
  • Execute and adhere to organizational financial management policies
  • Account for the money spent on the delivery of services and forecast the financial requirements needed to continue to meet commitments

Scope

  • Alignment with organizational financial management practices
  • Requires specialization in finance and IT
  • Main processes
    • Accounting
    • Budgeting
    • Charging

Basic Concepts

  • Justification for significant item or expense using a business case
    • A good business case has five main sections
      • Introduction
      • Methods and assumptions
      • Business impacts
      • Risks and contingencies
      • Recommendations