5.2 - Service Operation Processes

1.1 Learning Unit 01 - Introduction to Service Strategy

Welcome to the learning unit 1 of Service Strategy which is Introduction to Service Strategy. This learning unit deals with Details about the Introduction to Service Strategy Let us begin with the overview of Service Strategy.

1.2 Overview

Let us start with understanding the Purpose, Objectives and Scope of Service Strategy. The Purpose of the Service Strategy is to define the perspective, position, plans and patterns that a service provider needs to be able to execute to meet an organization’s business Outcomes. The objectives of SS are: •An understanding of what strategy is •A clear identification of the definition of services and the customers who use them •The ability to define how value is created and delivered •A means to identify opportunities to provide services and how to exploit them •A clear service provision model, that articulates how services will be delivered and funded, and to whom they will be delivered and for what purpose. The Scope of ITIL Service Strategy starts by defining and discussing the generic principles and processes of service management, and these generic principles are then applied consistently to the management of IT services. This publication is intended for use by both internal and external service providers, and includes guidance for organizations which are required to offer IT services as a profitable business, as well as those which are required to offer IT services to other business units within the same organization - at no profit. In the next slide we will discuss about SS value to business and its audience.

1.3 Overview

Selecting and adopting the best practice as recommended in this course will assist organizations in delivering significant benefits. Adopting and implementing standard and consistent approaches for service strategy will: •Support the ability to link activities performed by the service provider to outcomes that are critical to internal or external customers. As a result, the service provider will be seen to be contributing to the value (and not just the costs) of the organization. •Enable the service provider to have a clear understanding of what types and levels of service will make its customers successful and then organize itself optimally to deliver and support those services. The service provider will achieve this through a process of defining strategies and a service, ensuring a consistent, repeatable approach to defining how value will be built and delivered that is accessible to all stakeholders. •Enable the service provider to respond quickly and effectively to changes in the business environment, ensuring increased competitive advantage over time. •Support the creation and maintenance of a portfolio of quantified services that will enable the business to achieve positive return on its investment in services. •Facilitate functional and transparent communication between the customer and the service provider, so that both have a consistent understanding of what is required and how it will be delivered. The above pointers described SS value to business, but who are the professionals who can adapt SS? ITIL Service Strategy is aimed at executives and managers who are responsible for defining the strategy of a service provider. Customers and business unit leaders who interact with service providers as part of their responsibilities will also find this publication helpful in providing a perspective about how service providers work, and how they can facilitate a more constructive interface with the service provider. The more a customer understands the context of service provision, the better they are able to articulate their needs in a way that the service provider is able to fulfill In the next slide we will understand why Service Strategy is the core of Service lifecycle?

1.4 Why Service Strategy at the Core ?

Organizations use the guidance to set objectives and expectations of performance towards serving customers and market spaces, and to identify, select, and prioritize opportunities. Service Strategy is about ensuring that organizations are in a position to handle the costs and risks associated with their Service Portfolios, and are set up not just for operational effectiveness but also for distinctive performance. Decisions made with respect to Service Strategy have far-reaching consequences including those with delayed effect. Organizations already practicing ITIL may use this publication to guide a strategic review of their ITIL-based service management capabilities and to improve the alignment between those capabilities and their business strategies. So far, we have learnt about SS purpose, objectives, scope, and value to business, audience and SS at the core of lifecycle stages. With this we have come to the end of learning unit 1, let us move to the next learning unit on Service management as a practice.

1.5 Quiz

Welcome to the learning unit 2 of Service Strategy which talks about Service Management as a Practice. This unit deals with Details and basics about the Service Management as a Practice Let us go ahead and learn more about Service Management as a Practice. First, we will look at the objectives.

  • Disclaimer
  • PMP, PMI, PMBOK, CAPM, PgMP, PfMP, ACP, PBA, RMP, SP, and OPM3 are registered marks of the Project Management Institute, Inc.

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