Service Strategy

Question 1

What is Strategy Management for IT services?

Answer 1

Define and maintain the 4 P’s of strategy (Perspective, Position, Plans, and Pattern) Ensure the creation of effective strategy for it service and its management.

Question 2

What is Financial Management?

Answer 2

Understand and manage costs and opportunities. Accounting, Budgeting, Charging (customer payment).

Question 3

What is Service Portfolio Management (SPM)?

Answer 3

Entire set of services. Organizes process by which services are described, identified, evaluated, selected and chartered.

3 Major parts:

• Service Pipeline
• Service Catalogue
• Retired services

Question 4

What is Demand Management?

Answer 4

Understanding and influencing customer demand. User profiles and Pattern of Business Activity help with this process.

Question 5

What is Business Relationship Management?

Answer 5

Maintain positive relationships with customers. Anticipates customer needs and develops solutions.