492084
Service Strategy
- Purpose
- Define perspective, position, plans & patterns
needed to meet business outcomes
- Define perspective, position, plans & patterns
needed to meet business outcomes
- Objectives
- define how value is created & delivered
- identify opportunities to provide & exploit services
- provide a clear service provision model
- how will the services be delivered?
- how will services be funded?
- to whom will the service be delivered?
- for what purpose is the service?
- how will the services be delivered?
- the organizational capacity required
to deliver the service
- documentation, coordination & optimization of service assets
- services & processes that define / achieve the strategy
- ensure a relationship between service provider & customer
- define how value is created & delivered
- Scope
- strategy -> delivering services to meet customer's business outcomes
- strategy -> service management
- defining & identifying Service Management processes & principles
- strategy -> delivering services to meet customer's business outcomes
- Business Value
- link outcomes to a service provider's activities;
prove how value is being contributed
- identify types & levels of services needed to support customers
- fast response to business environment changes; competitive advantage
- help to achieve positive ROI on investment in services
- improve customer & service provider communications
- provide services in an effective & efficient manner
- link outcomes to a service provider's activities;
prove how value is being contributed
- Governance
- defines directions, policies & rules
- ensures correct implementation of strategy, policies & required processes
- defining roles & responsibilities, measuring & reporting, resolving issues
- defines directions, policies & rules
- Service Provider Types
- Internal Service Provider
- internal service provider within a business unit
- internal service provider within a business unit
- Shared Services Unit
- internal service provider shared between business units
- internal service provider shared between business units
- External Servicer Provider
- service provider catering to external customers
- service provider catering to external customers
- Internal Service Provider
- Patterns of Business Activity
- Business activities carried out to achieve business outcomes
- Generates service demands
- Activities tend to occur in patterns
- ensure services are aligned to PBAs
- Business activities carried out to achieve business outcomes
- Risk Management
- risks -> possible event that could cause harm or loss
- measured by probability, vulnerability & impact
- identify risk - name them, document possible consequences
- analyze risks - quantify & define the impact & probability
- manage risks - regular reviews
- risks -> possible event that could cause harm or loss
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