ITIL V3 : Service Strategy
Defining Services;
Defining Strategy;
Market Spaces and Solution Spaces;
Business and IT Service Management;
Service Portfolios;
Enterprise Architecture and Service Oriented Architecture;
Types of Service Providers;
The Business Case for building Service Assets and Service Management Capabilities;
Measuring Service Performance
Key concepts of ITIL V3 Service Strategy
The Four P Strategy –Perspective, position, plan, Pattern
Competition and Market Space
Service Value –Utility, Warranty
Service [...]
Read the full article...
It is a model whereby the strategy begins with the customer’s desired outcomes.
“Customers don’t buy products, they buy the satisfaction of particular needs.”
This means that what the customer values is often different from what the service provider thinks he or she provides.
Acknowledges that every service provider is subject to competitive forces.
ITIL Service Lifecycle Model
Why ITIL [...]
Read the full article...
ITIL Process Characteristics:
It is measurable
It delivers specific result
Primary result are delivered to customers or stakeholders
It responds to specific events
Read the full article...