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Practical IT Service Management, 2nd Edition by Thejandra BS

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CHAPTER 3: THE ITIL LIFECYCLE

What is Service Strategy?

The objective of service strategy is to provide a plan (or strategy) to serve customers. This will assess customer needs, and the marketplace, to determine which services the organisation will offer, and what capabilities need to be developed. Service strategy largely relies upon a market-driven approach, and looks at what businesses need and don’t need. It develops strategies to satisfy business needs, focuses on providing services that create business value and selects the appropriate strategy to deliver those services. Its ultimate goal is to make the IT organisation think and act in a strategic manner. It aligns the business and IT, so that each brings out the best in the other, instead ...

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