ITIL Strategy Management: Difference between revisions

From IT Process Wiki
No edit summary
 
(6 intermediate revisions by the same user not shown)
Line 1: Line 1:
<seo metakeywords="itil strategy management, strategy management itil, strategy management for it services" metadescription="Strategy Management for IT Services: ITIL process definition - Sub-processes - Terms - Additional information on Strategy Management." />
<itpmch><title>ITIL Strategy Management | IT Process Wiki</title>
<meta name="keywords" content="itil strategy management, strategy management itil, strategy management for it services" />
<meta name="description" content="The objective of ITIL Strategy Management (Strategy Management for IT Services) is to assess the service provider's offerings, capabilities, competitors as well as current and potential market spaces in order to develop a strategy to serve customers. Once the strategy has been defined, this ITIL process is also responsible for ensuring the implementation of the strategy." />
<meta property="og:url" content="https://wiki.en.it-processmaps.com/index.php/ITIL_Strategy_Management" />
<meta property="og:title" content="ITIL Strategy Management | IT Process Wiki" />
<meta property="og:description" content="The objective of ITIL Strategy Management (Strategy Management for IT Services) is to assess the service provider's offerings, capabilities, competitors as well as current and potential market spaces in order to develop a strategy to serve customers." />
<meta property="og:site_name" content="IT Process Wiki - the ITIL&#174; Wiki">
<meta property="og:type" content="article" />
<meta property="article:publisher" content="https://www.facebook.com/itprocessmaps" />
<meta property="fb:admins" content="100002035253209" />
<meta property="fb:admins" content="100002592864414" />
<meta property="og:image" content="https://wiki.en.it-processmaps.com/images/4/43/Strategy-management-itil.jpg" />
<meta property="og:image:width" content="1200" />
<meta property="og:image:height" content="1200" />
<link href="https://plus.google.com/108613479011811316823/posts" rel="publisher" />
</itpmch>
<imagemap>
<imagemap>
Image:ITIL-Wiki-deutsch.jpg|right|Strategy Management ITIL
Image:ITIL-Wiki-deutsch.jpg|right|Strategy Management ITIL
Line 9: Line 24:
<p>&nbsp;</p>
<p>&nbsp;</p>


==<span id="ITIL Strategy Management for IT Services">Overview</span>==
'''<span id="Overview">Objective</span>''': <html><span id="md-webpage-description" itemprop="description">The objective of <i>ITIL Strategy Management (Strategy Management for IT Services)</i> is to assess the service provider’s offerings, capabilities, competitors as well as current and potential market spaces in order to develop a strategy to serve customers. Once the strategy has been defined, this ITIL process is also responsible for ensuring the implementation of the strategy.</span></p>
 
<p><b>Part of</b>: <a href="https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Strategy" title="ITIL Service Strategy">Service Strategy</a></html>
'''Objective''': The objective of ''Strategy Management for IT Services'' is to assess the service provider’s offerings, capabilities, competitors as well as current and potential market spaces in order to develop a strategy to serve customers. Once the strategy has been defined, ITIL Strategy Management is also responsible for ensuring the implementation of the strategy.
 
'''Part of''': [[ITIL V3 Service Strategy|Service Strategy]]


'''Process Owner''': [[ITIL Strategy Management#Service Strategy Manager|Service Strategy Manager]]
'''Process Owner''': [[ITIL Strategy Management#Service Strategy Manager|Service Strategy Manager]]
Line 19: Line 31:
<p>&nbsp;</p>
<p>&nbsp;</p>


== Process Description ==
==Process Description==


[[Image:Strategy-management-itil.jpg|right|thumb|375px|alt=Strategy Management ITIL|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_strategy_management_itil.pdf Strategy Management for IT Services]]]
[[Image:Strategy-management-itil.jpg|right|thumb|500px|alt=Strategy Management ITIL|link=https://wiki.en.it-processmaps.com/index.php/File:Strategy-management-itil.jpg|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_strategy_management_itil.pdf Strategy Management for IT Services (.pdf)]]]
In the ITIL 2007 edition, [[ITIL Strategy Management#Strategic Service Assessment|strategic assessments]] and the development of the [[ITIL Strategy Management#Service Strategy|service strategy]] were performed under Service Portfolio Management.  
In the ITIL 2007 edition, [[ITIL Strategy Management#Strategic Service Assessment|strategic assessments]] and the development of the [[ITIL Strategy Management#Service Strategy|service strategy]] were performed under Service Portfolio Management.  


'''''ITIL 2011''''' has introduced a clearly defined set of strategic processes, including "Service Management for IT Services". The process overview of [[Media:Strategy-management-itil.jpg|ITIL Strategy Management (.JPG)]] is showing the most important interfaces (''see Figure 1'').
ITIL 2011 has introduced a revised set of strategic processes, including "Strategy Management for IT Services". The process overview of [[Media:Strategy-management-itil.jpg|ITIL Strategy Management (.JPG)]] shows the key information flows (see fig. 1).
 
Furthermore the new ITIL role [[ITIL Strategy Management#Service Strategy Manager|Service Strategy Manager]] has been introduced to support the [[ITIL Strategy Management#IT Steering Group|IT Steering Group]].
 
<p>&nbsp;</p>
 
== Sub-Processes ==
 
These are the [[ITIL Strategy Management|Strategy Management for IT Services]] sub-processes and their process objectives:
 
<p>&nbsp;</p>


;<span id="ITIL Strategy Management Assessment">Strategic Service Assessment</span>
In addition, the ITIL role of [[ITIL Strategy Management#Service Strategy Manager|Service Strategy Manager]] has been introduced to support the [[ITIL Strategy Management#IT Steering Group|IT Steering Group]].
:Process Objective: To assess the present situation of the service provider within its current market spaces. This includes an [[ITIL Strategy Management#Strategic Service Assessment|assessment]] of current service offerings, customer needs and competing offers from other service providers.


;<span id="ITIL Service Strategy Definition">Service Strategy Definition</span>
[[ITIL 4]] refers to 'Strategy Management' as a [[ITIL_4#General_management_practices|general management practice]].
:Process Objective: To define the overall goals the service provider should pursue in its development, and to identify what services will be offered to what customers or customer segments, based on the results of the [[ITIL Strategy Management#Strategic Service Assessment|Strategic Service Assessment]].


;<span id="ITIL Service Strategy Execution">Service Strategy Execution</span>
==Sub-Processes==
:Process Objective: To define and plan strategic initiatives, and ensure the implementation of those initiatives.


<p>&nbsp;</p>
<html><div itemscope="itemscope" itemtype="https://schema.org/ItemList"><!-- define schema.org/ItemList -->
<meta itemprop="itemListOrder" content="Ascending" />
<p><span itemprop="name" content="Strategy Management for IT Services: sub-processes:">These are the <strong class="selflink">Strategy Management for IT Services</strong> sub-processes and their process objectives:</span>
</p>
<p><b><span id="ITIL_Strategy_Management_Assessment" itemprop="itemListElement">Strategic Service Assessment</span></b>
</p>
<ul><li itemprop="description">Process Objective: To assess the present situation of the service provider within its current market spaces. This includes an <a href="/index.php/ITIL_Strategy_Management#Strategic_Service_Assessment" title="ITIL Strategy Management">assessment</a> of current service offerings, customer needs and competing offers from other service providers.
</li></ul>
<p><b><span id="ITIL_Service_Strategy_Definition" itemprop="itemListElement">Service Strategy Definition</span></b>
</p>
<ul><li itemprop="description">Process Objective: To define the overall goals the service provider should pursue in its development, and to identify what services will be offered to what customers or customer segments, based on the results of the <a href="/index.php/ITIL_Strategy_Management#Strategic_Service_Assessment" title="ITIL Strategy Management">Strategic Service Assessment</a>.
</li></ul>
<p><b><span id="ITIL_Service_Strategy_Execution" itemprop="itemListElement">Service Strategy Execution</span></b>
</p>
<ul><li itemprop="description">Process Objective: To define and plan strategic initiatives, and ensure the implementation of those initiatives.
</li></ul>
</div><!-- end of schema.org/ItemList --><p></html>


== Definitions ==
==Definitions==


The following ITIL terms and acronyms (''information objects'') are used in [[ITIL Strategy Management|Strategy Management for IT Services]] to represent process outputs and inputs:
<html><div itemscope="itemscope" itemtype="https://schema.org/ItemList"><!-- define schema.org/ItemList -->
<meta itemprop="itemListOrder" content="Ascending" />
<p><span itemprop="name">The following <a href="/index.php/ITIL_Glossary#ITIL_Glossary_A-Z" title="ITIL Glossary">ITIL terms and acronyms</a> (<i>information objects</i>) are used in Strategy Management for IT Services to represent process outputs and inputs:</span>
</p>
<p><b><span id="Business_Planning_Information" itemprop="itemListElement">Business Planning Information</span></b>
</p>
<ul><li itemprop="description">Business Planning Information includes important input from clients and external service providers, especially for devising the <a href="/index.php/ITIL_Strategy_Management#Service_Strategy" title="ITIL Strategy Management">Service Strategy</a> and looking for ways to improve services. This input will highlight, for example, planned business initiatives like the introduction of new product/ service offerings or the expansion into new markets, as well as information on the future development of business activity, especially expected increases in business transaction volumes. This information helps the service organization understand the businesses it serves and their plans for the future, allowing it to offer and develop the right set of services.
</li></ul>
<p><b><span id="Service_Strategy" itemprop="itemListElement">Service Strategy Plan</span></b>
</p>
<ul><li itemprop="description">The Service Strategy Plan (at times referred to as the <i>Service Strategy</i>) is about translating a big idea regarding customer needs into a distinctive and cost-effective set of connected capabilities and resources to satisfy those needs.
</li></ul>
<p><b><span id="Strategic_Plan" itemprop="itemListElement">Strategic Action Plan</span></b>
</p>
<ul><li itemprop="description">The Strategic Action Plan sets out the steps required to implement the previously defined <a href="/index.php/ITIL_Strategy_Management#Service_Strategy" title="ITIL Strategy Management">Service Strategy</a>, defining specific tasks and responsibilities.
</li></ul>
<p><b><span id="Strategic_Service_Assessment" itemprop="itemListElement">Strategic Service Assessment</span></b>
</p>
<ul><li itemprop="description">The <a href="#ITIL_Strategy_Management_Assessment">Strategic Service Assessment</a> is used to gain insight into a service provider's weaknesses, strengths and opportunities prior to developing a <a href="/index.php/ITIL_Strategy_Management#Service_Strategy" title="ITIL Strategy Management">Service Strategy</a>.
</li></ul>
</div><!-- end of schema.org/ItemList --><p></html>


<p>&nbsp;</p>
==KPIs==


;<span id="Business Planning Information">Business Planning Information</span>
<html><ul><li><a href="https://wiki.en.it-processmaps.com/index.php/ITIL_KPIs_Service_Strategy#ITIL_KPIs_Service_Portfolio_Management" title="ITIL KPIs Strategy Management">Key Performance Indicators (KPIs) Strategy Management for IT Services Management</a></li></ul>
:Business Planning Information includes important input from clients and external service providers, especially for devising the [[ITIL Strategy Management#Service Strategy|Service Strategy]] and looking for ways to improve services. This input will highlight, for example, planned business initiatives like the introduction of new product/ service offerings or the expansion into new markets, as well as information on the future development of business activity, especially expected increases in business transaction volumes. This information helps the service organization understand the businesses it serves and their plans for the future, allowing it to offer and develop the right set of services.
<p></html>


;<span id="Service Strategy">Service Strategy Plan</span>
==Roles | Responsibilities==
:The Service Strategy Plan (at times referred to as the ''Service Strategy'') is about translating a big idea regarding customer needs into a distinctive and cost-effective set of connected capabilities and resources to satisfy those needs.


;<span id="Strategic Plan">Strategic Action Plan</span>
'''<span id="Service Strategy Manager">Service Strategy Manager - Process Owner</span>'''
:The Strategic Action Plan sets out the steps required to implement the previously defined [[ITIL Strategy Management#Service Strategy|Service Strategy]], defining specific tasks and responsibilities.
*The Service Strategy Manager supports the [[ITIL Strategy Management#IT Steering Group|IT Steering Group]] in producing and maintaining the service provider's strategy. This role is also responsible for communicating and implementing the service strategy.


;<span id="Strategic Service Assessment">Strategic Service Assessment</span>
'''<span id="IT Steering Group">IT Steering Group (ISG)</span>'''
:The [[#ITIL Strategy Management Assessment|Strategic Service Assessment]] is used to gain insight into a service provider's weaknesses, strengths and opportunities prior to developing a [[ITIL Strategy Management#Service Strategy|Service Strategy]].  
*The IT Steering Group (ISG) sets the direction and strategy for IT Services. It includes members of senior management from business and IT. The IT Steering Group reviews the business and IT strategies in order to make sure that they are aligned. It also sets priorities of service development programs/ projects.


<p>&nbsp;</p>
<p>&nbsp;</p>


== Checklists | KPIs ==
{| class="wikitable" style="background: white;"
 
* [[ITIL KPIs Service Strategy#ITIL KPIs Service Portfolio Management|Key Performance Indicators (KPIs) Strategy Management for IT Services Management]]
 
<p>&nbsp;</p>
 
== Roles | Responsibilities ==
 
;<span id="Service Strategy Manager">Service Strategy Manager - Process Owner</span>
:The Service Strategy Manager supports the [[ITIL Strategy Management#IT Steering Group|IT Steering Group]] in producing and maintaining the service provider's strategy. This role is also responsible for communicating and implementing the service strategy.
 
;<span id="IT Steering Group">IT Steering Group (ISG)</span>
:The IT Steering Group (ISG) sets the direction and strategy for IT Services. It includes members of senior management from business and IT. The IT Steering Group reviews the business and IT strategies in order to make sure that they are aligned. It also sets priorities of service development programs/ projects.
 
<p>&nbsp;</p>
 
{| border="1" align="center" cellpadding="5" cellspacing="0" style="text-align:center;" valign="top"
|-
|-
| valign="top"  colspan="3" style="background:#ffffdd;" align="center"| '''Responsibility Matrix: ITIL Strategy Management'''
|+ style="background:#013b5e; color:#ffffff; font-size: 120%" colspan="8"|'''<span id="RACI-Matrix-Strategy-Management">Responsibility Matrix: ITIL Strategy Management</span>'''
|-
|-
! width="50%" align="center" style="background:#ffffee;" | ITIL Role | Sub-Process
!style="background:#ffffee; width: 40%; text-align:center" | ITIL Role / Sub-Process
! style="background:#ffffee;" | [[ITIL Strategy Management#Service Strategy Manager|Service Strategy Manager]]
! style="background:#eeeeee" | [[ITIL Strategy Management#Service Strategy Manager|Service Strategy Manager]]
! style="background:#ffffee;" | [[ITIL Strategy Management#IT Steering Group|IT Steering Group]]
! style="background:#eeeeee" | [[ITIL Strategy Management#IT Steering Group|IT Steering Group]]
|-
|-
| align="left" |[[#ITIL Strategy Management Assessment|Strategic Service Assessment]]
|style="text-align:left;" |[[#ITIL Strategy Management Assessment|Strategic Service Assessment]]
| A[[ITIL Strategy Management#Accountable|<small>[1]</small>]]R[[ITIL Strategy Management#Responsible|<small>[2]</small>]]
| A[[ITIL Strategy Management#Accountable|<small>[1]</small>]]R[[ITIL Strategy Management#Responsible|<small>[2]</small>]]
| R
| R
|-
|-
| align="left" |[[#ITIL Service Strategy Definition|Service Strategy Definition]]
|style="text-align:left;" |[[#ITIL Service Strategy Definition|Service Strategy Definition]]
| AR
| AR
| R
| R
|-
|-
| align="left" |[[#ITIL Service Strategy Execution|Service Strategy Execution]]
|style="text-align:left;" |[[#ITIL Service Strategy Execution|Service Strategy Execution]]
| AR
| AR
|  
| -
|-
|-
|}
|}
<p>&nbsp;</p>


'''Remarks'''
'''Remarks'''
Line 112: Line 128:


<span id="Responsible">[2] ''R: Responsible'' according to the RACI Model: Those who do the work to achieve a task within Strategy Management for IT Services.</span>
<span id="Responsible">[2] ''R: Responsible'' according to the RACI Model: Those who do the work to achieve a task within Strategy Management for IT Services.</span>
==Notes==
<html>By:&#160;&#160;Stefan Kempter&#160;<a rel="author" href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/images/bookmarking/linkedin.png" width="16" height="16" title="By: Stefan Kempter | Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</p>


<p>&nbsp;</p>
<p>&nbsp;</p>
<p><small>
<span itemprop="breadcrumb" itemscope itemtype="http://schema.org/BreadcrumbList">
<span itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem">
<a itemprop="item" href="https://wiki.en.it-processmaps.com/index.php/ITIL_Strategy_Management#Process_Description">
<span itemprop="name">Process Description</span></a>
<meta itemprop="position" content="1"></span> ›
<span itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem">
<a itemprop="item" href="https://wiki.en.it-processmaps.com/index.php/ITIL_Strategy_Management#Sub-Processes">
<span itemprop="name">Sub-Processes</span></a>
<meta itemprop="position" content="2"></span> ›
<span itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem">
<a itemprop="item" href="https://wiki.en.it-processmaps.com/index.php/ITIL_Strategy_Management#Definitions">
<span itemprop="name">Definitions</span></a>
<meta itemprop="position" content="3"></span> ›
<span itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem">
<a itemprop="item" href="https://wiki.en.it-processmaps.com/index.php/ITIL_Strategy_Management#Roles_.7C_Responsibilities">
<span itemprop="name">Roles</span></a>
<meta itemprop="position" content="4" /></span>
</span>
</small></p>
<!-- define schema.org/WebPage --> <span itemscope itemtype="https://schema.org/WebPage" itemref="md-webpage-description">
  <meta itemprop="name Headline" content="ITIL Strategy Management" />
<meta itemprop="alternativeHeadline" content="Strategy Management for IT Services" />
<meta itemprop="significantLinks" content="https://wiki.en.it-processmaps.com/index.php/ITIL_KPIs_Service_Strategy#ITIL_KPIs_Service_Portfolio_Management" />
<link itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/ITIL_Strategy_Management" />
<meta itemprop="inLanguage" content="en" />
<link itemprop="citation" href="https://wiki.de.it-processmaps.com/index.php/ITIL_Strategy_Management" />
<link itemprop="isPartOf" href="https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Strategy" />
<link itemprop="primaryImageOfPage" href="https://wiki.en.it-processmaps.com/images/4/43/Strategy-management-itil.jpg" />
  <span id="https://wiki.en.it-processmaps.com/images/4/43/Strategy-management-itil.jpg" itemprop="image" itemscope itemtype="https://schema.org/ImageObject">
  <meta itemprop="caption" content="ITIL Strategy Management">
  <meta itemprop="contentUrl" content="https://wiki.en.it-processmaps.com/images/4/43/Strategy-management-itil.jpg" />
  <meta itemprop="width" content="1200" />
  <meta itemprop="height" content="1200" />
  <meta itemprop="representativeOfPage" content="true"/>
  <meta itemprop="dateCreated" content="2011-12-07" />
  <meta itemprop="dateModified" content="2020-06-20" />
  <span itemprop="thumbnail" itemscope itemtype="https://schema.org/ImageObject">
    <meta itemprop="url" content="https://wiki.en.it-processmaps.com/images/thumb/4/43/Strategy-management-itil.jpg/600px-Strategy-management-itil.jpg" />
    <meta itemprop="width" content="600" />
    <meta itemprop="height" content="600" />
  </span>
  <meta itemprop="keywords" content="Strategy Management" />
  <meta itemprop="keywords" content="ITIL Strategy Management" />
  </span>
  <link itemprop="author" href="https://www.linkedin.com/in/stefankempter" />
<meta itemprop="author" content="Stefan Kempter" />
<meta itemprop="creator copyrightHolder publisher" content="IT Process Maps" />
</span><p></html>


<!-- This page is assigned to the following categories: -->
<!-- This page is assigned to the following categories: -->
[[Category:ITIL V3]][[Category:ITIL 2011]][[Category:ITIL process]][[Category:Service Strategy|Service Portfolio Management]][[Category:Strategy Management for IT Services|!]]
[[Category:ITIL 4]][[Category:ITIL 2011]][[Category:ITIL V3]][[Category:ITIL practice]][[Category:ITIL process]][[Category:Service Strategy|Service Portfolio Management]][[Category:Strategy Management for IT Services|!]]
<!-- --- -->
<!-- --- -->

Latest revision as of 11:50, 31 December 2023

Strategy Management ITIL
Strategy Management ITIL


 

Objective: The objective of ITIL Strategy Management (Strategy Management for IT Services) is to assess the service provider’s offerings, capabilities, competitors as well as current and potential market spaces in order to develop a strategy to serve customers. Once the strategy has been defined, this ITIL process is also responsible for ensuring the implementation of the strategy.

Part of: Service Strategy

Process Owner: Service Strategy Manager

 

Process Description

Strategy Management ITIL
Strategy Management for IT Services (.pdf)

In the ITIL 2007 edition, strategic assessments and the development of the service strategy were performed under Service Portfolio Management.

ITIL 2011 has introduced a revised set of strategic processes, including "Strategy Management for IT Services". The process overview of ITIL Strategy Management (.JPG) shows the key information flows (see fig. 1).

In addition, the ITIL role of Service Strategy Manager has been introduced to support the IT Steering Group.

ITIL 4 refers to 'Strategy Management' as a general management practice.

Sub-Processes

These are the Strategy Management for IT Services sub-processes and their process objectives:

Strategic Service Assessment

  • Process Objective: To assess the present situation of the service provider within its current market spaces. This includes an assessment of current service offerings, customer needs and competing offers from other service providers.

Service Strategy Definition

  • Process Objective: To define the overall goals the service provider should pursue in its development, and to identify what services will be offered to what customers or customer segments, based on the results of the Strategic Service Assessment.

Service Strategy Execution

  • Process Objective: To define and plan strategic initiatives, and ensure the implementation of those initiatives.

Definitions

The following ITIL terms and acronyms (information objects) are used in Strategy Management for IT Services to represent process outputs and inputs:

Business Planning Information

  • Business Planning Information includes important input from clients and external service providers, especially for devising the Service Strategy and looking for ways to improve services. This input will highlight, for example, planned business initiatives like the introduction of new product/ service offerings or the expansion into new markets, as well as information on the future development of business activity, especially expected increases in business transaction volumes. This information helps the service organization understand the businesses it serves and their plans for the future, allowing it to offer and develop the right set of services.

Service Strategy Plan

  • The Service Strategy Plan (at times referred to as the Service Strategy) is about translating a big idea regarding customer needs into a distinctive and cost-effective set of connected capabilities and resources to satisfy those needs.

Strategic Action Plan

  • The Strategic Action Plan sets out the steps required to implement the previously defined Service Strategy, defining specific tasks and responsibilities.

Strategic Service Assessment

KPIs

Roles | Responsibilities

Service Strategy Manager - Process Owner

  • The Service Strategy Manager supports the IT Steering Group in producing and maintaining the service provider's strategy. This role is also responsible for communicating and implementing the service strategy.

IT Steering Group (ISG)

  • The IT Steering Group (ISG) sets the direction and strategy for IT Services. It includes members of senior management from business and IT. The IT Steering Group reviews the business and IT strategies in order to make sure that they are aligned. It also sets priorities of service development programs/ projects.

 

Responsibility Matrix: ITIL Strategy Management
ITIL Role / Sub-Process Service Strategy Manager IT Steering Group
Strategic Service Assessment A[1]R[2] R
Service Strategy Definition AR R
Service Strategy Execution AR -

Remarks

[1] A: Accountable according to the RACI Model: Those who are ultimately accountable for the correct and thorough completion of the ITIL Strategy Management process.

[2] R: Responsible according to the RACI Model: Those who do the work to achieve a task within Strategy Management for IT Services.

Notes

By:  Stefan Kempter , IT Process Maps.

 

Process Description  › Sub-Processes  › Definitions  › Roles

Retrieved from "https://wiki.en.it-processmaps.com/index.php?title=ITIL_Strategy_Management&oldid=9591"