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Service Strategy Index content in ITIL – ITIL Course

Service StrategyIntroduction Service Strategy Process &nb…

Service Strategy Business Relationship Management in ITIL – ITIL Course

Service StrategyBusiness Relationship Management PurposeThe purpose of the businessrelationship managementprocess is two-fold:• To establish and maintain a business relationship between the service provider and the customer based on understanding the customer and its business needs.• To identify customer n eeds and ensure that the service provider is able to meet those needs as business needs change over time and between circumstances.Business relationship management ensures that the service provider understands these changing needs. Business relationship management also assists the business in articulatingthe value of a …

Service Strategy Financial Management in ITIL – ITIL Course

Service StrategyFinancial Management The Financial Management process provides cost effective management and control ofIT assets and financial resources used in providing IT services.PurposeThe purpose of financial management for IT services is to secure the appropriate level of funding to design, develop and deliver services that meet the strategy of the organization.ObjectivesFinancial Management generates meaningful critical performance data.Most importantly,this gives an organization insight in the cost of IT, and the cost of a specific service. This insight will help in determining investments and possible chargeback models.Financial Management deals with budgeting, planning, revenues, cost and market analysis. This helps in quantifying the value of IT services and value of service provisioning assets.ScopeFinancial management consists of three main processes:Budgeting: This is th…

Service Strategy Demand Management in ITIL – ITIL Course

Service StrategyDemand ManagementPurpose and ObjectivesThe purpose of Demand Management is to assist the IT Service Provider in understanding and influencing customer demand for services, and the provision of capacity to meet these demands.ObjectivesDemand Management aims at minimizing uncertainty in demand to avoid excess capacity.Demand Managementsupports Capacity Management by providing reliable planning data. It also tries to understandand possibly influence end-user behavior with regard toservice usage.Demand Managementavoids unused excess capacity and insufficient capacity.Key ConceptsPatterns of Business Activity (PBA’s)Customer assets such as people, processes and applications all performbusiness activities, and because of the way these assets areorganized or because of the tasks they are completing, this activity will tend to be …

Service Strategy Service Portfolio Management in ITIL – ITIL Course

Service StrategyService Portfolio Management PurposeService Portfolio Management (SPM) prioritizes investments and improves the allocation of resources.The purpose of service portfolio management is to ensure that the service provider has the right mix of services to balance the investmentin IT with the ability to meet business outcomes.The Service Portfolio represents the commitments and investments made by aService Provider across all customers and marketplaces.The Service Portfolio aims to answer the following questions:• Why should a customer buy these services?• Why should they buy these services from our IT organization?• What is the pricing and chargeback model?• How should the IT organization’s resources and capabilities be allocated?Objectives…

Service Strategy Service Strategy Process in ITIL – ITIL Course

Service StrategyService Strategy Process Main ActivitiesThe Service Strategy Process clearly defines the steps that should be taken before execution to minimize potential risks.Explanation of activities:• Define the market – to understand the customers and the opportunities• Develop offerings– to define which services should be offered• Develop strategic assets – to offer superior value throughservices• Prepare for execution– to specify the Service Portfolio and the requirements for other lifecycles, namely Service Design, Service Transition and Service OperationService Managementas a Strategic AssetStrategic assets are a set of distinct capabilities in offering superior va…

Service Strategy Introduction in ITIL – ITIL Course

Service StrategyIntroduction A strategy outlines the future potentialof investment and defines the outcomes. It is made to answer the Who, Why, What, Where, When and How questions. A strategy is deemed successful when the IT organization understands how to provide value to their customer and how to differentiate themselves from competitors.Core, enablingand enhancing servicesCore services deliver the basic outcomesdesired by one or more customers.They represent the value that the customer wants and for which they are willing to pay. Core services anchor the value proposition for the customer and provide the basis for their continued utilization and satisfaction.Enabling services are services that are needed in order for a core service to be delivered.Enabling services may or may not be visible to the customer, but the customer does not perceive them as servic…

itil, information technology infrastructure library Service Assets

itil, information technology infrastructure library Service AssetsResourcesThings you buy or pay forIT Infrastructure, people, moneyTangible AssetsCapabilitiesThings you growAbility to carry out an activityIntangible assetsTransform resources into Services

itil, information technology infrastructure library Service Strategy

itil, information technology infrastructure library Service StrategyWhat are we going to provide?Can we afford it?Can we provide enough of it?How do we gain competitive advantage?PerspectiveVision, mission and strategic goalsPositionPlanPatternMust fit organisational culture

What is ITIL ? Information Technology Infrastructure Library

What is ITIL ?Information Technology Infrastructure LibraryITIL is a Framework / guideline or collection of best practices to manage IT services.ITIL® (the Information Technology Infrastructure Library) is concerned with matching IT service quality with customer requirements. The framework focuses on achieving business efficiency in the use of information systems to deliver high quality services. ITIL® was originally developed in the 1980’s by the Central Computers and Telecommunication Agency (CCTA) of the British Government, now known as the Office Government Commerce (OGC).In 1991, the Information Technology Infrastructure Management Forum was set up in the United Kingdom as a platform to promote exchange of information between IT organizations. This forum was later renamed Information Technology Service Management Forum (ITSMF).ITIL® offers a body of knowledge to achieve the standards of ISO/IEC 20000. In 2005, OGC started to develop ITIL® v3 which now consists of 5 co…