01. Introduction to Service Strategy

Question 1

Purpose of Service Strategy

All about Value

Answer 1

Purpose
-Define the perspective, position, plan and patterns that a service provider needs to be able to execute to meet an organization’s business outcomes.

Key Objectives

• an understanding of what strategy is
• a clear indication of the definition of the services and the customers who use them
• the ability to define how value is created and delivered
• a means to identify opportunities to provide services and how to exploit them

Question 2

Purpose of Service Strategy

(other objectives) – all about value

Answer 2

• A clear service provision model that articulates how services will be delivered and funded and to whom they will be delivered and for what purpose.
• The means to understand the organisational capability, require to deliver the strategy
• Documented and coordination of how service assets are used to deliver services and how to optimise their performance
• Processes that define the strategy of the org
• which services will achieve the strategy,
• what level of investment will be required
• at what levels
• & the means to ensure a working relationship exists between the customer and the service provider

Question 3

Scope of Service Strategy

Answer 3

• Defining a strategy whereby a service provider will deliver services to meet a customers business outcomes
• Defining a strategy for how to manage those services

Question 4

Strategy in Context

Answer 4

• Service Design: (requirements SDP) For services to provide true value to the business they must be designed with the business objectives in mind
• Service Transition: this describes how to transition an organisation from 1 state to another while controlling risk and supporting organisational knowledge for decision support.
• Service Operation: Strategic objectives are ultimately realised through service operation therefore making it a critical capability.
• CSI provides guidance on creating and maintaining vlaue for customers through better strategy design, transition and operation of the services

Question 5

Strategy in Context - Life Cycle

Answer 5

• Service Design is the stage that turns a SS into a PLAN for delivering the business objectives.
• Service transition ensure the value(s) identified in SS & developed in SD are effectively transitioned so that they can be realised in service operation
• Service Operation provides guidance on how to maintain stability in service operation allowing for changes in design, scale, scope, and service levels
• CSI combines principle, practices and methods from quality mgmt, change mgmt and capability improvement.