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:
* 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, Plane, Pattern.
Strategy activities are:
- Define market
- Develop strategic offer
- Develop strategic assets
- Prepare for execution
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 for definition of strategy are:
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
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.