ITIL Mind Map v1.0 - ITIL Service Strategy
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ITIL Mind Map v1.0 - ITIL Service Strategy






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ITIL Mind Map v1.0 - ITIL Service Strategy ITIL Mind Map v1.0 - ITIL Service Strategy Presentation Transcript

  • ITIL Mind Map v1.0 ITIL Service Strategy Author: Danny Wong
  • ITIL Service Strategy 1.Implementation 2.Governance 3.Marketing 4.Service Provider 5.Value 9.Assets 10.Opposing Dynamics Mind Set 6.Kano Model 7.Technology 11.4 P's 12.Benefits 8.Strategy Principles
  • ITIL Service Strategy 1. 1.1 1.2 1.3 1.4 1.5 1.6 1.7 IMPLEMENTATION Current State Assessment Target State Definition Gap Analysis Project Estimation Project Consolidation Roadmap Designing the strategy 1.7.1 Definition of Roles 1.7.2 Service Portfolio, Customer Portfolio, Customer Agreement Portfolio 1.7.3 Demand Management Procedures, Techniques and Tools 1.7.4 Interfaces between all Service Strategy Processes and other Processes
  • ITIL Service Strategy 2. GOVERNANCE 2.1 Rules, Policies, Processes by which Businesses are Operated, Regulated, Controlled 2.1.1 Establish and Maintain Business Relationships 2.1.2 Ensure Service Provider can meet Needs of the Business 2.1.3 Assists Business in Articulating Value of Service 2.2 Evaluates, Directs, Monitors the Strategy, Policies and Plans 2.3 Activities 2.3.1 Evaluate 2.3.2 Direct 2.3.3 Monitor 2.4 Framework 2.4.1 Establish Responsibilities 2.4.2 Strategy to Set and Meet Objectives 2.4.3 Acquire for Valid Reasons 2.4.4 Ensure Performance when Required 2.4.5 Ensure Conformance with Rules 2.4.6 Ensure Respect for Human Factors 2.5 Stages 2.5.1 Service through Collaboration 2.5.2 Service through Coordination 2.5.3 Services through Delegation 2.5.4 Services through Direction 2.5.5 Services through Network
  • ITIL Service Strategy 3. 3.1 3.2 3.3 3.4 3.5 3.6 MARKETING MIND SET What Is our Business? Who Are our Customers? What Does the Customer Value? Who Depends on Our Services? How Do They Use Our Services? Why Are They Valuable to Them?
  • ITIL Service Strategy 4. 4.1 4.2 4.3 4.4 4.5 SERVICE PROVIDER Internal (Type I) Shared Service Unit (SSU) (Type II) External (Type III) Supplies Service to one or more Customers Disaggregation 4.5.1 Outsourcing 4.6 Aggregation 4.6.1 Insourcing
  • ITIL Service Strategy 5. 5.1 5.2 5.3 5.4 5.5 VALUE Defined by Customers Affordable Mix of Features Achievement of Objectives Changes over Time and Circumstance Creating Value 5.5.1 Business Outcome Achieved 5.5.2 Customer's Preferences 5.5.3 Customer's Perception of what was Delivered
  • 6. KANO MODEL ITIL Service Strategy 6.1 Basic Factors 6.2 Excitement Factors 6.3 Performance Factors
  • 7. ITIL Service Strategy 7.1 7.2 7.3 7.4 TECHNOLOGY Automation can Affect Performance Simplify Processes Understand Flow of Activities Minimize Interactions
  • ITIL Service Strategy 8. 8.1 8.2 8.3 8.4 8.5 8.6 8.7 8.8 STRATEGY PRINCIPLES Define the Market and Identify Customers Understand the Customer Quantify the Outcomes Classify and Visualize the Service Understand the Opportunities Define Services based on Outcomes Service Models Define Service Units and Packages 8.8.1 Core Services to Deliver Basic Outcomes 8.8.2 Enabling Services are needed in order for a Core Service to be Delivered 8.8.3 Enhancing Services are Excitement Factors 8.8.4 Deliver the Basic Outcomes Desired by the Customer 8.8.5 Represent the Value the Customer Wants 8.8.6 Supporting Services 8.8.7 Either Enable or Enhance the Value Proposition 8.8.8 Packaging Core and Supporting Services is an Essential Aspect of Market Strategy 8.8.9 Packaging will also have an Impact on the Design and Operations of a Service
  • ITIL Service Strategy 9. ASSETS 9.1 Strategic Asset 9.1.1 Service Management 9.2 Service Assets 9.2.1 Resources Finances Infrastructure Applications People Information 9.2.2 Capabilities Management Organization Processes Knowledge People
  • 10. OPPOSING DYNAMICS ITIL Service Strategy 10.1 Future versus Present 10.2 Operational Effectiveness vs Improvements in Functionality 10.3 Value Capture
  • 11. 4 P’s ITIL Service Strategy 11.1 11.2 11.3 11.4 Perspective Vision Positions Business Portrayal Plans How to Achieve Vision Patterns Ongoing Actions
  • ITIL Service Strategy 12. BENEFITS 12.1 12.2 12.3 12.4 12.5 Cost Effectiveness Value for Customer Standardized Processes Services Create Value Respond Quickly to Changes in Business Environment