O'Reilly logo

It's All About Relationships: What ITIL Does Not Tell You by Kathy Mills, Suzanne Van Hove

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

Service Strategy (SS)

Purpose

Define the strategic intentions of a Service Provider (what is important, define the plans, how to make decisions, etc.) in order to meet organizational outcomes.

Objectives

• Define and operationalize “strategy.”

• From the view of the customer, define and operationalize “service.”

• Understand value – its creation and delivery.

• Manage all aspects of service delivery – assets, funding, purpose, etc. – to the benefit of the customer and Service Provider.

• Define the relationships (service, IT, business, etc.) that perpetuate and grow in order to achieve the necessary business outcomes.

Lifecycle stage (…)

Input from SS to …

Output from … to SS

Service Design

• Vision and mission

• ServicePortfolio

• Policies ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required