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ITIL Mind Map v1.0 - ITIL Service Strategy Processes

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ITIL Mind Map v1.0 - ITIL Service Strategy Processes

  1. 1. ITIL Mind Map v1.0 ITIL Service Strategy Processes Author: Danny Wong http://www.linkedin.com/in/chinwhei
  2. 2. ITIL Service Strategy Processes 1. Portfolio Management Contents 2. Portfolio Management Purpose 3. Portfolio Management Process 4. Portfolio Management Portfolio Contents 5. Demand Management 6. Business Relationship Management 7. Strategy Management for IT Services 8. Financial Management Value to the Business 9. Financial Management Policy Decisions 10. Financial Management Outputs 11. Financial Management Scope 12. Risk
  3. 3. ITIL Service Strategy Processes 1. Portfolio Management Contents 1.1 Contents 1.1.1 Service Pipeline 1.1.1.1 Service Design 1.1.1.2 Development 1.1.2 Service Catalogue 1.1.2.1 Operational Services 1.1.3 Retired Services
  4. 4. ITIL Service Strategy Processes 2. Portfolio Management Purpose 2.1 Purpose 2.1.1 2.1.2 2.1.3 2.1.4 To ensure Service Provider has the Right Mix of Services to Balance the Investment in IT with ability to meet Business Outcomes Tracks Investment through Lifecycle and ensures appropriate returns are Achieved Ensures Services Clearly Defined and Linked to Business Outcomes Clarify the Answers to Key Strategic Questions 2.1.4.1 Why should a Customer Buy these Services? 2.1.4.2 Why should they Buy these Services from us? 2.1.4.3 What are our Pricing and Chargeback Models? 2.1.4.4 What are our Strengths, Weaknesses, Priorities and Risks? 2.1.4.5 How should our Resources and Capabilities be allocated?
  5. 5. ITIL Service Strategy Processes 3. Portfolio Management Process 3.1 Process 3.1.1 Process Initiation 3.1.1.1 Strategy Management 3.1.1.2 Business Relationship Management 3.1.1.3 Continual Service Improvement 3.1.1.4 Other Service Management 3.1.1.5 Processes 3.1.2 Define 3.1.2.1 Strategy 3.1.2.2 Request from Business 3.1.2.3 Service Improvement Opportunities 3.1.2.4 Service Suggestion 3.1.2.5 Existing Services 3.1.2.6 Service, Customer and Business Outcomes 3.1.2.7 Service Models 3.1.2.8 Impact on Service Portfolio and Service Model 3.1.3 Analyze 3.1.3.1 Service Portfolio Review 3.1.3.2 Analyze Investments, Value and Priorities 3.1.3.3 Articulate Value Proposition 3.1.4 Approve 3.1.4.1 Retain 3.1.4.2 Replace 3.1.4.3 Rationalize 3.1.4.4 Refactor 3.1.4.5 Renew 3.1.4.6 Retire 3.1.4.7 Change proposal 3.1.4.8 Change management authorization 3.1.4.9 Change proposal authorized 3.1.5 Charter 3.1.5.1 Communicate with stakeholders 3.1.5.2 Service design and transition processes 3.1.5.3 Track progress and update portfolio
  6. 6. ITIL Service Strategy Processes 4. Portfolio Management Portfolio Contents 4.1 Portfolio Contents 4.1.1 Opportunity 4.1.2 Value proposition 4.1.3 Business outcomes supported 4.1.4 Business cases 4.1.5 Priorities 4.1.6 Risks 4.1.7 Offerings & packages 4.1.8 Investments required 4.1.9 Cost & pricing
  7. 7. ITIL Service Strategy Processes 5. Demand Management 5.1 Objective 5.1.1 To Identify and Analyze the Patterns of Business Activity that Initiate Demand for Services 5.1.2 User Profiles Analyze Patterns of Business Activity 5.1.3 Work with Capacity Management 5.2 Value to Business 5.2.1 Achieve Balance between Cost and Value of Outcomes 5.2.2 Refines Understanding of Interactions 5.2.3 Enable Executives to Evaluate Real Investment
  8. 8. ITIL Service Strategy Processes 6. Business Relationship Management 6.1 Objective 6.1.1 Establish and Maintain Business Relationships 6.1.2 Ensure Service Provider can meet needs of the Business 6.1.3 Assists Business in Articulating Value of Service
  9. 9. ITIL Service Strategy Processes 7. Strategy Management for IT Services 7.1 How a service provider will enable an organization to achieve its business outcomes 7.2 Process 7.2.1 Assessment 7.2.1.1 Analyze Internal and External Factors 7.2.1.2 Define Market Spaces 7.2.1.3 Identify Strategic Industry Factors 7.2.1.4 Establish Objectives 7.2.2 Generation 7.2.2.1 Determine Perspective 7.2.2.2 Form a Position 7.2.2.3 Craft a Plan 7.2.2.4 Adopt Patterns of Action 7.2.3 Execution 7.2.3.1 Align Assets with Outcomes 7.2.3.2 Optimize CSFs 7.2.3.3 Priorities Investments 7.2.4 Measurement and Evaluation 7.2.4.1 CSI 7.2.4.2 Expansion and Growth 7.3 Triggers 7.3.1 Annual Planning Cycles 7.3.2 New Business Opportunity 7.3.3 Changes to Internal and External Environments 7.3.4 Mergers or Acquisitions
  10. 10. ITIL Service Strategy Processes 8. 8.1 8.2 8.3 8.4 8.5 8.6 Financial Management Value to the Business Enhanced Decision Making Speed of Change Service Portfolio Management Finance Compliance and Control Operational Control Value Capture and Creation
  11. 11. ITIL Service Strategy Processes 9. Financial Management Policy Decisions 9.1 Cost Centre 9.2 Profit Centre 9.3 Funding 9.3.1 External 9.3.2 Internal 9.4 Funding Models 9.4.1 Rolling Plan 9.4.2 Zero Based 9.4.3 Trigger Based
  12. 12. ITIL Service Strategy Processes 10. Financial Management Outputs 10.1 Service Valuation 10.2 Service Investment Analysis 10.2.1 Assesses the Value or Return of a Service over the Total Lifecycle 10.2.2 Based on the Value Received and the Costs Incurred 10.3 Compliance 10.4 Cost Optimization 10.5 Business Impact Assessment (BIA) 10.5.1 Seeks to Translate Outage Severity into a Financial Value 10.5.2 Aid to Decision Making and Prioritization 10.5.3 Helps to Identify 10.5.3.1 Cost of Service Outage 10.5.3.2 Relative Value of Services 10.6 Planning Confidence
  13. 13. ITIL Service Strategy Processes 11. Financial Management Scope 11.1 Budgeting 11.1.1 Analysis of Previous Budget 11.1.2 Assessment of Plans 11.1.3 Specification of Changes to Funding and Spending 11.1.4 Cost and Income Estimation 11.1.5 Budget(s) 11.2 Accounting 11.2.1 Cost Model 11.2.2 Cost Centers and Cost Units 11.2.3 Cost Types and Elements 11.2.4 Cost Classification 11.2.5 Chart of Accounts 11.2.6 Analysis and Reporting 11.2.7 Action plans 11.3 Charging 11.3.1 Policies 11.3.1.1 Cost Recovery or Break Even 11.3.1.2 Recovery with Margin 11.3.1.3 Cross Subsidization 11.3.1.4 Notional Charging 11.3.2 Decide on Chargeable Items 11.3.3 Pricing 11.3.4 Billing
  14. 14. ITIL Service Strategy Processes 12. Risk 12.1 Service Provider 12.2 Contract 12.3 Design 12.4 Operational 12.5 Market

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