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An Introduction to the Service Lifecycle: Service Strategy

Service Strategy is the phase in the ITIL® Service Lifecycle that focuses on creating a responsive approach to the management of IT services. This phase defines the standards and policies that will help design and govern IT services throughout an organization.

The Service Strategy stage is where everything is set up and put into place for measuring, reporting, and maintaining IT services in any organization. There are many factors that can drive service improvement opportunities, and having the right strategy in place is what will set a business apart when it comes to successful improvement measures.

Service Strategy deals with:

  • What services are offered and who they are offered to
  • How to measure performance/productivity of services
  • How applying Financial Management can improve visibility and control over value creation
  • How customers and stakeholders perceive value and how value can be created

Service Strategy manages the interaction between an organization and its IT department as well as how that interaction affects customers. This stage allows you to understand how service providers can create effective offerings in the IT department that are structured completely around the customers, market, and industry in which they operate. This is important because it establishes an approach that is results-oriented and delivers exactly what the customer wants every single time. The effective use of Service Strategy produces many benefits, including:

  • Improved understanding of customers and their wants and needs
  • Improved understanding of the costs involved in providing IT services
  • Improved communication of the business value provided by IT services
  • Enhanced management capabilities
  • Analysis of patterns and trends
  • Consistent guidelines, standards, and policies

When implemented properly, Service Strategy can provide these benefits. However, it can be a difficult process and needs to be taken seriously and communicated clearly. Without a strategy, things can get messy quickly and productivity can take a nosedive. However, with proper ITIL training and implementation, things can be much better in terms of strategy and developing efficient ways to manage IT services. Service Strategy is an important phase in the ITIL Service Lifecycle, which can help any organization and its IT department become more effective.

Let Ashford Global IT teach you how!


About this author:

Angel Prusinowski

Angel is a leading ITIL® instructor at Ashford Global IT.

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