chapter 3

Question 1

What is the purpose of service strategies?

Answer 1

• to run the strategy process
• to define what the strategy is
• to define the services and their customer
• to define how value is created and delivered
• to define the capability required to deliver the strategy
• to identify opportunities to provide services

Question 2

What are the three service categories?

Answer 2

Core services
Enhancing services
Enabling services

Question 3

What are core services?

Answer 3

These deliver the basic outcome required by customers

eg. spread sheet with functionalities for automation

Question 4

What are enhancing services?

Answer 4

Supplements to core services to make them more appealing to customers

Question 5

What are Enabling services?

Answer 5

Necessary for core services to be delivered

eg updates

Question 6

What is utility?

Answer 6

• the functionality of the service
• enabling a specific job to be done, only better
  (fit for purpose)
• performance supported? any constraints?

Question 7

What is warranty?

Answer 7

• a mix of availability, capacity, continuity, and security

fit for use

Question 8

What are assets?

Answer 8

resources and capabilities

Question 9

What are 5 different resources that are considered to be an asset?

Answer 9

(things that you can go and get)
Financial capital 
Infrastructure (office, desks, server rooms etc)
Applications 
Information
People

Question 10

What are the 5 capabilities that are an asset?

Answer 10

(things you have to grow and develop)
Management
Organization
Process
Knowledge
People

Question 11

What are two key elements that combine service value?

Answer 11

utility and warranty

Question 12

What is strategy management?

Answer 12

to ensure that the strategy is defined, maintained, managed

• examine internal and external environments; strengths, weaknesses, opportunities and threats
• Defining market spaces, and identifying opportunities for developing and offering services
• Defining how the service provider can be differentiated from other service providers
• developing and maintaining a strategic plan

Question 13

What is Service portfolio management?

Answer 13

provides a single overview of all services and is valuable to the IT Director
- ensure correct mix of services in order to have a balanced investment in IT with a business
- which services provided to who?
- how do the services help achieve the strategic objectives
- What value do those services give to the service provider
-What condition should be applied to provision those services?
- What is the level of investment in the services
- How does the new service compare to the old?
Which services should be retired?

Question 14

What is service pipeline?

Answer 14

provides information on all services from the earliest point till successful roll out in the live environment
(limited accessibility)

Question 15

What is service catalog?

Answer 15

• includes all services in the live environment, and those preparing to roll out
  (accessible)

Question 16

What is Business relations management?

Answer 16

two main goals

• to establish and maintain good business relationships b/w service provider and customer
• to identify customers need and ensure that the service provider is able to meet the needs

Question 17

How do you do business relationship management?

Answer 17

• identify changes in customers environment
• Identify technology trends that could impact the services to the customer
• understand, inform, and meet the customers needs and communicate needs to service providers organization
• medicate conflicting requirements from different customers
• establish a formal complain procedure

Question 18

What is a business case?

Answer 18

A decision support and planning tool that explains the purpose of the proposed initiative and its business impacts

Question 19

What are the 5 sections that comprise a business case?

Answer 19

Introduction
methods and assumptions
business impacts
Risks and contingencies
Recommendations

Question 20

What are the 5 sections that comprise a business case?

Answer 20

Introduction
eg. clear statement of objectives
methods and assumptions
eg. particular techniques used to gain info, future growth, technologies, trends 
business impacts 
eg financial return, enhanced reputation
Risks and contingencies
eg. uncertainties from analysis- each risk should have a countermeasure
Recommendations
set of conclusion derived from research

Question 21

What is demand management?

Answer 21

• testing and evaluating creation for ensuring that there are no capacity constraints

by:

• identifying and analyzing patterns of business activities
• analyzing the usage made of services by different types of users and identify and documenting user profiles

Question 22

What are two tools in service strategy?

Answer 22

Service automation and analytics
- enables greater consistency and higher throughput

Simulation

• enable possible service solutions to be modeled and the results analyzed
• results help form some of the business case