ITIL Service Strategy Flashcards
Service Strategy
A service lifecycle phase determines which types of service should be offered to which customers and markets.
The main Service Strategy goal
Think about WHY something is to be done before thinking of HOW to do it.
4 Ps of Service Strategy
perspective / position / plan / pattern
service portfolio
The complete set of services that are managed by a service provider.
business case
Justification for a significant item of expenditure. It includes information about costs, benefits, options, issues, risks and possible problems.
business case structure
1) introduction 2) methods and assumptions 3) business impact 4) risks and contingencies 5) recommendations
risk
A possible Event that could cause harm or loss, or affect the ability to achieve Objectives.
How is a risk measured?
By the probability of a Threat, the Vulnerability of the Asset to that Threat, and the Impact it would have if it occurred.
Activities of strategy generation process:
1) define market
2) develop the offerings
3) develop the strategic assets
4) prepare for execution
service providers types:
1) type I (internal) 2) type II (shared) 3) type III (external)
service provisioning methods:
1] managed services (itself financing) 2] shared services (collective use of infrastructures & resources) 3] utility-based (spotřební)
service strategy processes:
1] Service Mngt for IT services 2] Service Portfolio Mngt 3] Financial Mngt for IT services 4] Demand Mngt 5] Business relationship Mngt
Strategy Management for IT services
The process that ensures that the strategy is defined, maintained and achieves its purpose.
activities of Strategy Mngt for IT services:
1] strategic assessment 2] strategy generation 3] strategy execution 4] strategy measurement & evaluation
Service Portfolio Mngt
Dynamic method for governing investments in service management across the enterprise and managing them for value.
the main Service Portfolio Mngt goal:
To realize and create maximum value, while at the same time keeping a lid on risks and costs.
parts of a service portfolio:
s. pipeline / s. catalogue / retired s.
purpose of service models
To analyze the impact of new services or changes to existing services; to assessing existing assets to support new services.
service charter
A document containing details of new or changed service and authorized by SPM. It defines the requirements from business/customer for the service, including a description of the expected utility and warranty, as well as outline budgets and timescales.
Activities of Service Portfolio Mngt:
1] define 2] analyze 3] approve 4] charter
Financial Management
The function and processes responsible for managing an IT Services provider’s budgeting, accounting, and charging requirements.
goals of FM:
1) to provide operational visibility and decision making 2) financial quantification of the value of IT services 3) ensure proper funding for the delivery and consumption of services
Demand Management
To understand and influence customers demand for services and the provision of capacity to meet these demands. On the strategic level it means understand the pattern of business activity.
goals of Demand Management:
1] to avoid excess capacity-generating costs (without creating value) 2] to prevent insufficient capacity (that impacts on the quality of services delivered)
Pattern of Business Activity
Workload profile of one or more Business Activities.
Activity-base Demand Management
Analyzing and tracking the activity patterns of the business process makes it possible to predict demand for services.
user profile
A pattern of user demand for services. Each user profile includes one or more PBA.
service package
A detailed description of an IT service that is available to be delivered to customers. It includes an SLP and one or more core services and supporting services.
Service Level Package (SLP)
A defined level of utility and warranty for a particular service package. Each SLP is designed to meet the needs of a particular PBA.
Core Service Package (CSP)
A detailed description of a core service that may be shared by two or more SLP.
Business Relationship Management
The process responsible for maintaining a positive relationship with customers.
customer portfolio
A database or structured document of all customers.
customer agreement portfolio
A database or structured document used to manage service contracts or agreements.
