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Service Strategy Phase Overview

The Service Strategy phase of the Service Lifecycle is at the core of the ITIL® framework. In this phase, IT Service Management is designed, developed and implemented as a strategic asset. In addition, a clear service strategy must be established. This includes information on what services should be offered, who should receive these services, how the services should be developed as well as operating standards between providers and clients. There are five main processes in the Service Strategy phase:

  • Strategy Generation – This process is vital when an organization is deciding what kind of services they will offer to the market. This involves the service provider being focused on the needs of the customers and being cognizant of the competition that may exist.
  • Financial Management – This process involves the management of the finances in the delivery of the IT services. This has to be done in a transparent way which will allow all costs to be easily accounted for.
  • Service Portfolio Management – This process describes all the services that are available from the organization. The various features of the services including their usefulness and benefits are also explained in the Service Portfolio.
  • Demand Management – This process in the Service Strategy phase is used to understand and establish a balance between the customer demand for services and the capacity to meet those demands.
  • Business Relationship Management – The Business Relationship Management process focuses primarily on the maintenance of the relationship between the service provider and the client. The needs of existing and potential clients are identified and the relevant services are developed to address those needs.

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About this author:

Jon Francum

Jon is the Director of Training at Ashford Global IT.

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