ITIL Service Strategy: Difference between revisions
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== ITIL Service Strategy: | '''<span id="ITIL_Service_Strategy_definition">Objective:</span>''' <html><span id="md-webpage-description" itemprop="description">The objective of <i>ITIL Service Strategy</i> is to decide on a strategy to serve customers. Starting from an assessment of customer needs and the market place, the Service Strategy lifecycle stage determines which services the IT organization is to offer and what capabilities need to be developed. Its ultimate goal is to make the IT organization think and act in a strategic manner.</span></p> | ||
<p><b>Part of</b>: <a href="https://wiki.en.it-processmaps.com/index.php/ITIL_Processes#ITIL_Processes_according_to_ITIL_2011" title="ITIL Processes">IT Service Management | ITIL processes</a></html> | |||
<p> </p> | |||
__TOC__ | |||
==Processes: ITIL Service Strategy== | |||
Service Strategy determines which types of services should be offered to which customers or markets. | |||
[[Image:Overview_service_strategy_itilv3.jpg|right|thumb|451px|alt=ITIL Service Strategy|link=https://wiki.en.it-processmaps.com/index.php/File:Overview_service_strategy_itilv3.jpg|Fig. 1: [[#Processes:_ITIL_Service_Strategy|ITIL Service Strategy]]]] | |||
Image:Overview_service_strategy_itilv3.jpg|| | |||
The following processes | <html><div itemid="https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Strategy#Processes:_ITIL_Service_Strategy" itemscope="itemscope" itemtype="https://schema.org/ItemList"><!-- define schema.org/ItemList --> | ||
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<p><span itemprop="name" content="Service Strategy main processes">The ITIL service lifecycle stage of <strong class="selflink">Service Strategy</strong> (<a href="https://wiki.en.it-processmaps.com/images/4/4b/Overview_service_strategy_itilv3.jpg" title="ITIL Service Strategy">see fig. 1</a>) includes the following <strong>main processes</strong></span>: | |||
</p> | |||
<div itemid="https://wiki.en.it-processmaps.com/index.php/ITIL_Strategy_Management" itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem" > | |||
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<dl><dt itemprop="name"><span id="ITIL_Service_Strategy_Management"><a itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/ITIL_Strategy_Management" title="ITIL Strategy Management" itemprop="itemListElement">Strategy Management for IT Services</a></span> | |||
</dt><dd itemprop="description">Process Objective: 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, Strategy Management for IT Services is also responsible for ensuring the implementation of the strategy. | |||
</dd></dl></div> | |||
<div itemid="https://wiki.en.it-processmaps.com/index.php/Service_Portfolio_Management" itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem" > | |||
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<dl><dt itemprop="name"><a itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/Service_Portfolio_Management" title="Service Portfolio Management" itemprop="itemListElement">Service Portfolio Management</a> | |||
</dt><dd itemprop="description">Process Objective: To manage the service portfolio. Service Portfolio Management ensures that the service provider has the right mix of services to meet required business outcomes at an appropriate level of investment. | |||
</dd></dl></div> | |||
<div itemid="https://wiki.en.it-processmaps.com/index.php/Financial_Management" itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem" > | |||
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<dl><dt itemprop="name"><a itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/Financial_Management" title="Financial Management" itemprop="itemListElement">Financial Management for IT Services</a> | |||
</dt><dd itemprop="description">Process Objective: To manage the service provider's budgeting, accounting and charging requirements. | |||
</dd></dl></div> | |||
<div itemid="https://wiki.en.it-processmaps.com/index.php/ITIL_Demand_Management" itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem" > | |||
<meta itemprop="position" content="4" /> | |||
<dl><dt itemprop="name"><a itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/ITIL_Demand_Management" title="ITIL Demand Management" itemprop="itemListElement">Demand Management</a> | |||
</dt><dd itemprop="description">Process Objective: To understand, anticipate and influence customer demand for services. Demand Management works with Capacity Management to ensure that the service provider has sufficient capacity to meet the required demand. | |||
</dd></dl></div> | |||
<div itemid="https://wiki.en.it-processmaps.com/index.php/Business_Relationship_Management" itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem" > | |||
<meta itemprop="position" content="5" /> | |||
<dl><dt itemprop="name"><span id="ITIL_Service_Strategy_BRM"><a itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/Business_Relationship_Management" title="Business Relationship Management" itemprop="itemListElement">Business Relationship Management</a></span> | |||
</dt><dd itemprop="description">Process Objective: To maintain a positive relationship with customers. Business Relationship Management identifies the needs of existing and potential customers and ensures that appropriate services are developed to meet those needs. | |||
</dd></dl></div> | |||
</div><!-- end of schema.org/ItemList --><p></html> | |||
==<span id="Additional_Information_on_Service_Strategy">KPIs | Templates | Roles</span>== | |||
* [[ITIL KPIs Service Strategy|KPIs for Service Strategy]] | |||
* [[ITIL-Checklists#ITIL Service Strategy Templates|Service Strategy templates and checklists]] | |||
* [[ITIL Roles#ITIL roles - Service Strategy|ITIL roles within Service Strategy]] | |||
==Downloads== | |||
[[Image:Itil-service-strategy.jpg|thumb|320px|right|none|alt=Service Strategy ITIL|link=https://wiki.en.it-processmaps.com/index.php/File:Itil-service-strategy.jpg|The ITIL discipline Service Strategy at a glance]] | |||
Use the following links to open the process overview of Service Strategy showing the most important interfaces: | |||
* [[Media:Itil-service-strategy.jpg|ITIL Service Strategy (.JPG)]] | |||
* [https://wiki.en.it-processmaps.com/images/pdf/service-strategy-itil-v3.pdf ITIL Service Strategy (.PDF)] | |||
<br style="clear:both;"/> | <br style="clear:both;"/> | ||
== | ==Notes== | ||
<html>By:  Stefan Kempter <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> | |||
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Latest revision as of 12:47, 31 December 2023
Objective: The objective of ITIL Service Strategy is to decide on a strategy to serve customers. Starting from an assessment of customer needs and the market place, the Service Strategy lifecycle stage determines which services the IT organization is to offer and what capabilities need to be developed. Its ultimate goal is to make the IT organization think and act in a strategic manner.
Part of: IT Service Management | ITIL processes
Processes: ITIL Service Strategy
Service Strategy determines which types of services should be offered to which customers or markets.
The ITIL service lifecycle stage of Service Strategy (see fig. 1) includes the following main processes:
- Strategy Management for IT Services
- Process Objective: 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, Strategy Management for IT Services is also responsible for ensuring the implementation of the strategy.
- Service Portfolio Management
- Process Objective: To manage the service portfolio. Service Portfolio Management ensures that the service provider has the right mix of services to meet required business outcomes at an appropriate level of investment.
- Financial Management for IT Services
- Process Objective: To manage the service provider's budgeting, accounting and charging requirements.
- Demand Management
- Process Objective: To understand, anticipate and influence customer demand for services. Demand Management works with Capacity Management to ensure that the service provider has sufficient capacity to meet the required demand.
- Business Relationship Management
- Process Objective: To maintain a positive relationship with customers. Business Relationship Management identifies the needs of existing and potential customers and ensures that appropriate services are developed to meet those needs.
KPIs | Templates | Roles
- KPIs for Service Strategy
- Service Strategy templates and checklists
- ITIL roles within Service Strategy
Downloads
Use the following links to open the process overview of Service Strategy showing the most important interfaces:
Notes
By: Stefan Kempter 
, IT Process Maps.
Strategy Mgmt. › Service Portfolio Mgmt. › Financial Mgmt. › Demand Mgmt. › Business Relationship Mgmt.
