Service Strategy Flashcards
1
Q
Purpose of Service Strategy
A
• To define the perspective, position, plans, and patterns that a service provider needs to execute in order to meet an organization’s business outcomes
2
Q
Objective of Service Strategy
A
- A clear identification of the definition of services and the customers who use them
- The ability to define how value is created and delivered
- A means of identifying opportunities to provide services and how to exploit them
- A clear service provision model that articulates how services will be delivered and funded, and to whom they will be delivered and for what purpose
- The means of understanding the organizational capability required to deliver the strategy
- Documentation and coordination of how service assets are used to deliver services, and how to optimize their performance
- Processes that define the strategy of the organization, which services will achieve the strategy, what level of investment will be required, at what levels of demand and the means to ensure that a working relationship exists between the customer and service provider
3
Q
Scope of Service Strategy
A
- All services a service provider plans to deliver
- Those services currently delivered
- Those services that have been withdrawn from service
4
Q
Utility
A
fit for purpose
5
Q
Warranty
A
fit for use
6
Q
Purpose of Portfolio Management
A
- 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
- Tracks the investment in services throughout their lifecycle and works with other service management processes to ensure that the appropriate returns are being achieved
- Ensures that services are clearly defined and linked to the achievement of business outcomes, thus ensuring that all design, transition and operation activities are aligned to the value of the services
7
Q
Objectives of Service Portfolio Management
A
- Provide a process and mechanisms to enable an organization to investigate and decide on which services to provide, based on an analysis of the potential return and acceptable level of risk
- Maintain the definitive portfolio of services provided, articulating the business needs each service meets and the business outcomes it supports
- Provide a mechanism for the organization to evaluate how services enable it to achieve its strategy, and to respond to changes in its internal or external environments
- Control which services are offered, under what conditions and at what level of investment
- Track the investment in services throughout their lifecycle, thus enabling the organization to evaluate its strategy, as well as its ability to execute against that strategy
- Analyze which services are no longer viable and when they should be retired
8
Q
Scope of Service Portfolio Management
A
• All services a service provider plans to deliver, those currently delivered and those that have been withdrawn from service
9
Q
Purpose of Financial Management for IT Services
A
- To secure the appropriate level of funding to design, develop and deliver services that meet the strategy of the organization.
- Identifies the balance between the cost and quality of service and maintains the balance of supply and demand between the service prover and its customers
10
Q
Objectives of Financial Management for IT Services
A
- Defining and maintaining a framework to identify, manage and communicate the cost of providing services
- Evaluating the financial impact of new or changed strategies on the service provider
- Securing funding to manage the provision of services
- Facilitating good stewardship of service and customer assets to ensure that the organization meets its objectives
- Understanding the relationship between expenses and income and ensuring that the two are balanced according to the organization’s financial policies
- Managing and reporting expenditure on service provision on behalf of the organization’s stakeholders
- Executing the financial policies and practices in the provision of services
- Accounting for money spent on the creation, delivery and support of services
- Forecasting the financial requirements for the organization to be able to meet its service commitments to its customers, and compliance with regulatory and legislative requirements
- Where appropriate, defining a framework to recover the costs of service provision from the customer
11
Q
Purpose of Financial Management
A
- Budgeting
- Accounting
- Charging
12
Q
Purpose of Business Relationship Management
A
- To establish and maintain a business relationship between the service provider and the customer based on understanding the customer and their business needs
- To identify customer needs and ensure that the service provider is able to meet these needs as business needs change over time and between circumstances.
- Ensures that customer expectations do net exceed what they are willing to pay for, and that the service provider is able to meet the customer’s expectations before agreeing to deliver the service
13
Q
Objective of Business Relationship Management
A
- Ensure that the service provider understands the customer’s perspective of service, and is therefore able to prioritize its services and service assets appropriately
- Ensure high levels of customer satisfaction, indicating that the service provider is meeting the customer’s requirements
- Establish and maintain a constructive relationship between the service provider and the customer, based on understanding the customer and their business drivers
- Identify changes to the customer environment that could potentially impact the type, level or utilization of services provided
- Identify technology trends that could potentially impact the type, level or utilization of services provided
- Establish and articulate business requirements for new services or changes to existing services
- Work with customers to ensure that services and service levels are able to deliver value
- Mediate in cases where there are conflicting requirements for services from different business units
- Establish formal complaint and escalation processes for the customer
14
Q
Scope of Business Relationship Management
A
• Understanding how services meet customer requirements
