SERVICE STRATEGYis about the selection of services a Service Providerwill offer to customersCopyright 2009, taruu LLC :: A...
OverviewService Strategy is about the selection ofservices a Service Provider will offer tocustomers. Services are selecte...
Business ValueEnsuring that the services theyoffer align with businessobjectives.Ensuring that the services theyoffer are ...
Concepts and ModelsCopyright 2009, taruu LLC :: All Rights Reserved ITIL® v3 FoundationStudy Guide
Business Case A Business Case is a structured and documentedjustification for investment in something expected todeliver ...
Return on Investment (ROI)/Value onInvestment (VOI) Return on Investment and Value on InvestmentCopyright 2009, taruu LLC...
Value: Utility and Warranty The value of service consists of two components:utility and warranty. Services must offer bo...
ValueCopyright 2009, taruu LLC :: All Rights Reserved ITIL® v3 FoundationStudy Guide
Service Assets Service Assets or (more generally) assets refer to theresources and capabilities which a Service Providerm...
The Service Portfolio The Service Portfolio is the entire set of services under management by a ServiceProvider. It cons...
Service PortfolioCopyright 2009, taruu LLC :: All Rights Reserved ITIL® v3 FoundationStudy Guide
The Service Belt In the course of delivering services, Service Provider assets are engaged with customerassets as a means...
ProcessesCopyright 2009, taruu LLC :: All Rights Reserved ITIL® v3 FoundationStudy Guide
Service Strategy The Service Strategy process isconcerned with the development ofservice concepts in preparation forselec...
Service Portfolio Management The Service PortfolioManagement process isconcerned withmanagement of theinformation concern...
Demand Management The Demand Management process is concerned withunderstanding and influencing customer demand. Unmanage...
IT Financial Management IT Financial Management provides a means ofunderstanding and managing costs and opportunitiesasso...
That’s all folkCopyright 2009, taruu LLC :: All Rights Reserved ITIL® v3 FoundationStudy Guide
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Itil v3 foundation study guide service strategy

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ITIL® v3 Foundation Study Guide
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Copyright 2009, taruu LLC

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Itil v3 foundation study guide service strategy

  1. 1. SERVICE STRATEGYis about the selection of services a Service Providerwill offer to customersCopyright 2009, taruu LLC :: All Rights Reserved ITIL® v3 Foundation StudyGuide
  2. 2. OverviewService Strategy is about the selection ofservices a Service Provider will offer tocustomers. Services are selected so that:•Provide value to customers•Enable the Service Provider to capture value•Fall within cost parameters acceptable to the ServiceProvider•Fall with risk parameters acceptable to the ServiceProviderService Strategy is also aboutestablishment and management of thebroadest policies and standards whichgovern the way a Service Provideroperates.Copyright 2009, taruu LLC :: All Rights Reserved ITIL® v3 FoundationStudy Guide
  3. 3. Business ValueEnsuring that the services theyoffer align with businessobjectives.Ensuring that the services theyoffer are likely to offer value.Ensuring that customers can becharged for the services orthat some mechanism existsby which the services allowthe value offered by theService Provider to berecognized.Ensuring that the ServiceProvider is in a position tohandle the costs and risksassociated with the services itoffers.Service Strategy offers value to Service Providers and customers by:Copyright 2009, taruu LLC :: All Rights Reserved ITIL® v3 FoundationStudy Guide
  4. 4. Concepts and ModelsCopyright 2009, taruu LLC :: All Rights Reserved ITIL® v3 FoundationStudy Guide
  5. 5. Business Case A Business Case is a structured and documentedjustification for investment in something expected todeliver value in return, e.g. an IT Service. Business Cases are used during Service Strategy toevaluate the feasibility and desirability of creatingand providing various IT Services.Copyright 2009, taruu LLC :: All Rights Reserved ITIL® v3 FoundationStudy Guide
  6. 6. Return on Investment (ROI)/Value onInvestment (VOI) Return on Investment and Value on InvestmentCopyright 2009, taruu LLC :: All Rights Reserved ITIL® v3 FoundationStudy Guide
  7. 7. Value: Utility and Warranty The value of service consists of two components:utility and warranty. Services must offer both utility and warranty inorder to have value Utility, also called ‘fitness for purpose’ involves theability of the service to remove constraints orincrease the performance of the customer. Warranty, also called ‘fitness for use’ is the abilityof the service to operate reliably.Copyright 2009, taruu LLC :: All Rights Reserved ITIL® v3 FoundationStudy Guide
  8. 8. ValueCopyright 2009, taruu LLC :: All Rights Reserved ITIL® v3 FoundationStudy Guide
  9. 9. Service Assets Service Assets or (more generally) assets refer to theresources and capabilities which a Service Providermust allocate in order to offer a service. Resources are the raw materials which contribute to aservice, such as money, equipment, time, staff, etc. Capabilities are the specialized skills or abilities anorganization applies to resources in order to createvalue. Capabilities include such things as skills, organization,processes, management, etc. Resources and capabilities are both types of assets.Copyright 2009, taruu LLC :: All Rights Reserved ITIL® v3 FoundationStudy Guide
  10. 10. The Service Portfolio The Service Portfolio is the entire set of services under management by a ServiceProvider. It consists of three major parts: Service Pipeline, Service Catalog, and Retired Services. Services in the Service Portfolio may be: Under consideration In design In development In testing In operation Retired The purpose of the Service Portfolio is to help the Service Provider understand howits resources are allocated toward maximizing the value it offers to customers in theform of services.Copyright 2009, taruu LLC :: All Rights Reserved ITIL® v3 FoundationStudy Guide
  11. 11. Service PortfolioCopyright 2009, taruu LLC :: All Rights Reserved ITIL® v3 FoundationStudy Guide
  12. 12. The Service Belt In the course of delivering services, Service Provider assets are engaged with customerassets as a means of increasing the performance of customer assets. This causes customer demand for services. Customers express that demand by purchasing services which in turn transfers resources tothe Service Provider. The Service Provider uses payment to replace or augment assets it uses to provide theservices. This cycle is known as the Service Belt.Copyright 2009, taruu LLC :: All Rights Reserved ITIL® v3 FoundationStudy Guide
  13. 13. ProcessesCopyright 2009, taruu LLC :: All Rights Reserved ITIL® v3 FoundationStudy Guide
  14. 14. Service Strategy The Service Strategy process isconcerned with the development ofservice concepts in preparation forselection of services to be provided. It consists of four major activities. Understand the market Who is the customer? What do they value? How do they define value? Develop the offerings What service offerings wouldprovide value to customers asdefined above? How can we as a service provideroffer unique or distinctive value? Develop strategic assets What resources would be required tooffer the services identified? What capabilities would be need tooffer the services identified? Prepare for execution How can we prepare to build ordevelop the service? What are our specific objectives forthe service? What specific critical success factorsmust we meet in order to achievethose objectives?Copyright 2009, taruu LLC :: All Rights Reserved ITIL® v3 FoundationStudy Guide
  15. 15. Service Portfolio Management The Service PortfolioManagement process isconcerned withmanagement of theinformation concerningservices in the ServicePortfolio. Service PortfolioManagement organizesthe process by whichservices are identified,described, evaluated,selected, and chartered.Copyright 2009, taruu LLC :: All Rights Reserved ITIL® v3 FoundationStudy Guide
  16. 16. Demand Management The Demand Management process is concerned withunderstanding and influencing customer demand. Unmanaged demand is a source of both cost andrisk to Service Providers. Demand Management models demand in terms of: User Profiles which characterize different typicalgroups of users for a given service. Patterns of Business Activity which represent the waythat users in different user profiles access a service overthe course of a given time period.Copyright 2009, taruu LLC :: All Rights Reserved ITIL® v3 FoundationStudy Guide
  17. 17. IT Financial Management IT Financial Management provides a means ofunderstanding and managing costs and opportunitiesassociated with services in financial terms. At a minimum, IT Financial Management provides a clearmeans of generating data useful for decision supportaround the management of services. IT Financial Management includes three basic activities: Accounting -- tracking how money is actually spent by a ServiceProvider Budgeting – planning how money will be spent by a ServiceProvider Charging – securing payment from customers for servicesprovidedCopyright 2009, taruu LLC :: All Rights Reserved ITIL® v3 FoundationStudy Guide
  18. 18. That’s all folkCopyright 2009, taruu LLC :: All Rights Reserved ITIL® v3 FoundationStudy Guide
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