Block 1 Part 4: Service strategy Flashcards
Service strategy
Service strategy, is about deciding what services should be provided to whom and how they should be provided.
Few existing vs Already mature services
The act of developing an appropriate service strategy will indeed drive the initial iterations of the service lifecycle. If there are already mature services, service strategy will set the general context for improvements generated by CSI.
The purpose of service strategy
to define what a service provider needs to do to support its customer[s]. In terms of competition, service strategy can be viewed in terms of choosing which services to provide in order to gain strategic advantage to maximise business outcomes.
Scope of service strategy
Defining a strategy whereby a service provider will deliver services to meet a customer’s business needs.
Defining a strategy for how to manage those services.
Types of Service Providers
- Internal - strategy reflects the internal customer
- Shared - strategy supports the overall company strategy
- External - independent focused on external customers needs
Utility
What the service does
Warranty
How well the service perform
Combination of utility and warranty to deliver value
(Performance Supported OR Constraints removed)—> fit for purpose?
(Available enough? AND Capacity enough AND Continuous AND Secure) —> fit for use? fit for purpose? AND Fit for use? —> Value created
Governance
Making decisions about what to deliver, rather than how to deliver it.
It’s about ensuring that an enterprise is doing the right things, and doing them right, rather than worrying about the mechanics of delivering them
Strategy management for IT services PURPOSE
Answers high-level questions, such as ‘what services shall we offer to whom, and why should we offer them?
Strategy management for IT services FOCUS
The focus is on delivering overall business value and achieving competitive advantage (knowing what to do for whom, better than your competitors, in order to achieve a competitive advantage)
Service portfolio management FOCUS
Prioritisation - there needs to be a process that manages the decisions for which services will be maintained, which new ones added and which withdrawn.
Service portfolio management PURPOSE
Manage the service portfolio and decide which services will be offered. Service portfolio includes every service under the control of the service provider. (under development ,current or archived)
Financial management PURPOSE
The primary purpose of financial management is to inform decisions about the costs and benefits of current or planned services – that is, to contribute to the associated business cases, so that sufficient information is available to enable service portfolio management.
the emphasis of the business relationship management process is…
… on understanding the customer’s business, so that the service provider can offer the services the customer needs, including those which the customer may not yet have thought of.
