V3 Service Strategy
- 1. Service Strategy You are here © ITSM Academy, Inc. 0607 About ITSM Academy Accredited ITSM Education Provider ITIL® Foundation (V2 and V3)( ) ITIL® Practitioner, Service Manager ISO/IEC 20000 certifications Practical workshops PMI Global Registered Education Provider Public Training Center in Fort Lauderdale, FL C t it l 2 © ITSM Academy, Inc. 0607 Corporate on-site classes Over 4000 learners trained since 2003 2007 - Awarded Federal Government Schedule Contract (GSA) allowing ITSM Academy to become a premier provider of ITSM education to the US Government
- 2. Service Strategy Processes Service Portfolio ManagementService Portfolio Management Financial Management Demand Management Design, develop and implement service management 3 © ITSM Academy, Inc. 0607 g , p p g Define policies, strategies and processes across the service lifecycle Strategic Questions What services should we offer and to whom? How do we differentiate ourselves from competing alternatives? How do we truly create value for our customers? How do we capture value for our stakeholders? How can we make a case for strategic investments? How can Financial Management provide visibility and control over value creation? How should we define service quality? How do we choose between different paths for improving service 4 © ITSM Academy, Inc. 0607 How do we choose between different paths for improving service quality? How do we efficiently allocate resources across a service portfolio? How do we resolve conflicting demands for shared resources?
- 3. Service Strategy Basic Concepts © ITSM Academy, Inc. 0607 Services Services are a means of delivering value to customers by facilitating outcomes customers want to achieve What creates value? Utility - fitness for purpose What the customer gets W t fit f y g without the ownership of specific costs and risks 6 © ITSM Academy, Inc. 0607 Warranty - fitness for use How it is delivered Availability, capacity, continuity and security
- 4. Service Management Service Management (SM) is a set of specialized organizational capabilities for providing value to t i th f f i Capabilities Functions and processes that manage services Management, organization, processes, knowledge, Resources Financial capital, infrastructure, applications, information, people Easier to acquire than customers in the form of services 7 © ITSM Academy, Inc. 0607 processes, knowledge, people Easier to acquire than capabilities Service Assets and Strategic Assets Service assets A service provider’s capabilities and resourcesA service provider s capabilities and resources People, processes, knowledge and infrastructure Strategic assets Service assets that support strategic objectives Service Management is a strategic asset 8 © ITSM Academy, Inc. 0607 ITIL® transforms service management capabilities into strategic assets
- 5. Service Strategy Activities Define the Market Develop the Offerings Develop Strategic Assets 9 © ITSM Academy, Inc. 0607 Develop Strategic Assets Prepare for Execution Service Portfolio The Service Portfolio represents the commitments and investments made by a service provider across all t d k tcustomers and market spaces Details all resources presently engaged or being released in all phases of the service lifecycle The Service Portfolio is composed of two subsets • Service Pipeline (projects) • Service Catalog (li d t iti i 10 © ITSM Academy, Inc. 0607 (live and transitioning services) Service Strategy will manage the Service Portfolio but it will be designed by Service Design
- 6. Service Strategy Processes © ITSM Academy, Inc. 0607 Service Portfolio Management 12 © ITSM Academy, Inc. 0607 Service Portfolio Management is a dynamic method for governing service management investments across the enterprise and managing them for value
- 7. Financial Management Financial Management, in financial terms, quantifies the value of IT services and their underlying assets, and qualifies operational forecastingand qualifies operational forecasting Financial Management responsibilities and activities do not exist solely within the IT finance and accounting 13 © ITSM Academy, Inc. 0607 finance and accounting domain Demand Management Critical aspect of service management Poorly managed demand risks service qualityy g q y Service Level Agreements (SLAs) and planning can reduce but not eliminate risks Excess capacity is costly 14 © ITSM Academy, Inc. 0607 Managing demand requires strategic planning
- 8. Service Strategy is the Lifecycle Axis Service Strategy sets the direction, objectives and policies for the other lifecycle stages Service Design will next design the following based on strategic goals and objectives Services Service Portfolio Processes Technology 15 © ITSM Academy, Inc. 0607 gy Metrics and Measurements Coming next month: Exploring Service Design Want to Learn More? Now available ITIL® V3 core booksITIL V3 core books (www.itsmbookstore.com) ITIL® V3 Foundation course Coming soon ITIL® Foundation Bridge Course 16 © ITSM Academy, Inc. 0607 (V2 to V3) New ITIL® Diploma and scheme V3 Practitioner and Lifecycle courses Service Manager upgrade
- 9. ITSM Academy, Inc. 17 © ITSM Academy, Inc. 0607 Questions and Answers Thank you for attending ITSM Academy, Inc. info@itsmacademy.com www.itsmacademy.com 1 888 872 ITSM (4876) Thank you for attending 18 © ITSM Academy, Inc. 0607 1. 888. 872. ITSM (4876)