Service Strategy Flashcards
Elevator Pitch for Service Strategy?
Define overall strategic planning for providing IT services to customers, including the perspective, position, plans, and activity patterns that a service provider will need.
What are 3 phases of service portfolio?
Service Pipeline, Service Catalog, Retired Service.
ITIL definition of Risk
An uncertainty in outcome that could cause the inability to meet objectives (not always bad).
4 processes of Service Strategy?
Financial MGMT, Service Portfolio MGMT, Demand MGMT, Business Relationship MGMT.
Elevator pitch for Financial MGMT?
Ensure you have necessary level of funding for the design, development, and delivery of services listed in the service strategy.
3 types of financial mgmt?
Accounting, Budgeting, Chargeback
Elevator pitch for Service Portfolio MGMT?
Review services provided by service provider and ensure that you have the right combo of services to meet your customer’s desired business outcomes. Also tracks investments for ROI.
Service Portfolio MGMT (SPM) Phases?
Define, Assess, Approve, Charter
Elevator pitch for Demand MGMT?
Understand, anticipate, and influence customer demands for service. To work with capacity mgmt to ensure the SP has capacity to meet its demand.
Elevator pitch for Business Relationship MGMT?
Establish and maintain a relationship between teh SP and the customer to meet the needs of both the business and the customer.
ITIL Definition of stakeholder?
Any person with an interest in activities, targets, resources, or deliverables.
Demand MGMT influence?
Patterns of business activity - when are your busy hours/peak times.
3 phases of service portfolio?
Pipeline, Catalog, Retired.
Life cycle stage where value is defined?
Service strategy.
