ITIL Service Strategy

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 Types
• Service Management as asset –capability and resources
• CSF
• Service Oriented Accounting –Type I, II, II
• Service Provision Models –managed, shared, utility

Value for Services

• What customer wants/gets –”fit for purpose” – Utility – (e.g.: performance of product)
• Functional requirements are met or not
• Features, inputs, outputs …of the service
• How it is delivered –”fit for use”-
• Warranty- (e.g.: available when needed)
• Non-functional requirements
• Capacity, performance, availability