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IT Service Management - A guide for ITIL Foundation Exam candidates by Aidan Lawes, Ernest Brewster, Richard Griffiths, John Sansbury

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2 SERVICE STRATEGY

INTRODUCTION

The objective of service strategy is to offer better services than the competition. You need to beat the opposition to survive. Of course, to be successful in the longer term, as the industrial landscape adjusts to the inevitable economic, social, technological and political changes, organisations have to think long term. So service strategy is not just about the strategy for individual services today, but also about positioning the IT service provider for the long haul. It also includes the design, development and implementation of service management as a foundation for sound governance and as part of the organisation’s strategic asset base.

GOVERNANCE

The concept of governance is central to the sound operation ...

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