Service Strategy Flashcards
What are the 4 P’s of service strategy?
Perspective
Position
Plan
Pattern
What is the purpose of service strategy?
Understanding customer needs
Define a plan to provide value to customers
How is service value defined?
Service utility and service warranty
Define service utility
Fit for purpose; outcomes supported
Define service warranty
Fit for use; how the service is delivered and is fitness for use in terms of availability, capability, continuity, and security
Name the service provider types
Type I - exists within am organization solely to deliver service to one specific business unit
Type II - services to multiple business units in the same organization
Type III - operates as external service provider servicing multiple external customers
Name the key processes of service strategy
Strategy management Service portfolio management Financial management Demand management Business relationship management
What is strategy management?
Produces and maintains all strategy plans and ensures they are translated into tactical and operational plans. It describes “how” it will achieve business outcomes.
Explain the purpose of service portfolio management.
To ensure that the service provider has the right mix of services to balance the investment in IT with the ability to meet business outcomes.
What does financial management cover?
The functions and processes responsible for managing an IT service providers budgeting, accounting, and charging requirements
What is the purpose of demand management?
To understand and influence customer demand of services and the provision of capacity to meet those demands.
Explain purpose of business relationship management
Establishing and maintaining a business relationship between the service provider and the customer based on understanding the customer and is business needs
Identifying customer needs and ensuring that the service provider is able to meet those needs as business needs change
