Join Mark Thomas for an in-depth discussion in this video Value to the business of Service Strategy, part of Cert Prep: ITIL Foundations.
- Now, we've talked about service strategy, and we've talked about providing value, we identified some of the key processes within the service strategy phase of the life cycle, but let's really sum up on why service strategy as a phase is truly valuable to the business. And I think, hopefully by now, you've really understood that this is a key component, a key phase for us, to understanding the needs of the business and how we're going to provide services to support those needs. Valuable to the business: Why? We're "Linking activities of the service "provider to the business outcomes." Remember: IT provides value, we're not just a cost.
We are a strategic value providing partner of our business. Strategy helps us do that. "Clearly defined levels and types of service to meet and enhance customer outcomes." So we're talking about levels of the types of services that we're providing over to our customers. We have a clear understanding of what those needs are. "Quick response, greater flexibility." We understand, again from a value perspective, what we're looking at. Here's the big thing for us. We are now offering a portfolio of services, so this investment mix of pipeline and current services that we're providing for our customer, that now we know, from a business case perspective, how we're applying funds towards new and current services that we may be improving.
"Strategy provides guidance to IT service providers "and customers to assist in operations "and developing a clear service strategy." There are some questions here that might help you to invoke strategic planning. I want to read off a couple of these questions. Number one is, "What services should we offer and to whom?" What do we want to do, who we want to do it for, and why it's important to them. We not be providing the same services to every customer group. Some customers may elect not to use some of those services that we have within our portfolio.
"How do we differentiate from our competitors?" Because remember, in the market spaces that we're dealing with, there are multiple other providers out there that are competing with us for the delivery of services to our customer. The third question is: "What is the business case for strategic investments?" We've talked about business cases in the past. And include to that, "What are the rescources "and how are the resources effectively "allocated across the portfolio?" Remember from the funding perspective we have there.
And, "How should we actually define service quality?" So remember, this is a very, very powerful phase that helps with business and IT integration. We determine that by understanding what is valued by the customer. So, organizational survival is really through the understanding of the values created for the customer as well as themselves. That's why service strategy as a very core phase to this life cycle, is very important for you now.
ITIL® is a registered trade mark of AXELOS Limited. This ITIL Foundations course is offered by Interface Technical Training, ATO of EXIN.
Skill Level Advanced
Qualification scheme3m 51s
1. Service Life Cycle
2. Service Management as a Practice
3. Key Principles, Models, and Concepts
4. Life-Cycle Phases
5. Life-Cycle Processes: Part One
6. Life-Cycle Processes: Part Two
7. Service-Management Functions
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