Service Strategy Flashcards
What is a strategy?
Strategies are delivering services that meet customer’s business outcome and managing the services
What is service strategy?
Service strategy defines the perspective position plans and patterns of the service provider must execute to meet an organizations business outcomes.
Outcome
Result
Output
Deliverable
What is utility
Functionality offered by product or service to meet a particular need
What is warranty
Service is available as needed with required capacity, continuity and security
Service portfolio
Complete set of services manage by a service provider
Service pipeline
Services being considered or in development
Services catalog
Services that are live or available for deployment
Business case
Decision support and planning tool that projects the likely consequences quantitative or qualitative of a business action. It is used to justify a significant change
Risk
Possible event that could cause harm lost or missed objective
Return on investment
Difference between benefit achieved and cost to achieve
Pattern of business activity
A workload profile of one or more business activities
Outcome
Intended or actual result of an activity, process or IT service
What does utility determine
Fit for purpose
What does warranty determine
Fit for use
What is value composition
The value of a service is only delivered when both utility and warranty are designed and delivered
Components of utility
Performance supported or constraints removed
Components of warranty
Available enough, capacity enough, continuous enough, and secure enough
Value creation
Is highly dependent on preferences and perceptions
What are the service strategy processes
Service portfolio management, financial management, demand management, business relationship management and strategy management
What is service portfolio management
Service portfolio management ensures the service provider has the right next of services to balance the investment in IT with the ability to meet business outcomes
What does service portfolio include
The service catalog, service pipeline, and retired services
What is financial management
Financial management secures the level of funding needed to design develop and deliver services that meet the organizations strategy
What are the components for financial management
Budgeting, accounting, and charging.
What is demand management
Demand management understands anticipates and influences customer demand for services
What is business relationship management
Business relationship management establishes and maintains a business relationship between service provider and customer and identifies customer needs and ensure service providers able to meet those needs
What does the business relationship management focus on
Business relationship management focuses on the relationship between the service provider and its customers and the customers level of satisfaction
How are the outputs for service strategy used
They are used as inputs for service design and continual service improvement.
