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Service Strategy: Enhancing the Potential of an Organization

Service Blue MarkerThe IT Infrastructure Library® (ITIL®) offers best practice guidance to organizations which provide IT services.  ITIL V3 takes a Lifecycle approach to IT Service Management.  There are five stages in the ITIL Service Lifecycle: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.

Service Strategy is at the center of the Service Lifecycle and provides direction on how to plan, extend, and execute Service Management as an organizational capability as well as a strategic asset. Service Strategy helps IT service providers develop a clear strategy, which not only provides value to the customers and users but also helps the service providers operate and flourish in the long term.  To build a well-defined service strategy, service providers must have an understanding of:

  • What is our business?
  • What services will we provide?
  • Who will these services be offered to?
  • Who are our competitors and how can we differentiate ourselves from them?
  • How will we create value for our customers?
  • How will we define service quality?
  • How will we make strategic investments?
  • How will service performance be measured?
  • How will resources be distributed across a portfolio of services?
  • How will we resolve conflicts?

There are four main processes in Service Strategy: Demand Management, Financial Management, Strategy Generation, and Service Portfolio Management.

To fully understand the Service Strategy phase of the Service Lifecycle and its four main processes, enroll in the ITIL V3 Service Strategy course at Ashford Global IT!

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Mary is a leading trainer in Microsoft® and Business Applications.

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