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Setting Objectives For Your ITIL® Service Strategy

Growth Through TrainingIf you’re already familiar with ITIL®, or the Information Technology Infrastructure Library, then you may also be familiar with the five phases that comprise the Lifecycle.

The first phase, and the one that sets all service provision into action, is Service Strategy.

Understanding Service Strategy

This phase involves setting the objectives and policies for providing services to customers, and what is established in this phase sets the tone for the rest of the Lifecycle. By enrolling into an ITIL Service Strategy training course, management can better understand how to set realistic and measurable objectives for their business.

Determine the Primary Objective First

While developing your ITIL Service Strategy, you might get swept up in a deluge of goals and ambitions. While there is certainly nothing wrong with this, it is important to focus on the one or perhaps two objectives that are requirements for success. For example, your business might decide that its overall objective is to deliver IT services to customers in a timely way.

Or, a progressive business might make their objective to update services regularly to stay on the cutting edge. A third company might instead make their primary objective to provide IT services for customers at the lowest possible price. There is no right or wrong objective, but putting in black and white what the priority of the business will be can set the tone for the following four stages of the Lifecycle.

Settle on Secondary and Bonus Objectives

Once the primary objectives have been solidified, it is time to add in secondary objectives. These are the things that are ideally met, but not at the expense of the primary objective. If you have made affordability for clients your priority objective, for example, secondary objectives could be timeliness and regular software updates. However, if either of those goals began to effect cost negatively, then it would be time to refocus on the priority of low expenses for clients.

Set Objectives That Can Be Accurately Assessed

Objectives can’t be generic or general guidelines. They need to be incredibly specific in order to be assessed and evaluated correctly. To take the example above about customer costs, it is not enough to say that your business aims to provide cheap services to customers. Be specific and state what you would like your average customer to pay for what service. Then, outline how much of that should be profit for you in order to stay in business. This makes your objectives measurable, helping you to determine with every interaction whether you are meeting your stated goals exactly.

Include Objectives for All Employees

Lofty objectives are more than just a guideline for upper management or business owners. They should be something that every employee can identify with and be aware of. It is also possible to create smaller primary objectives for employees that more directly affect their tasks. For example, a customer service representative might aim to leave every customer happy or resolve each issue in under 24 hours.

The first phase of the ITIL Lifecycle is establishing a Service Strategy. These guidelines help ensure that the strategy is made up of realistic and measurable objectives for any business.

Find out how Ashford Global can help  make your business more efficient.


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