Service Design

Service Strategy

The Service Strategy volume provides guidance on how to design, develop and implement Service Management, not only as an organizational capability but also as a strategic asset. Guidance is provided on the principles underpinning the practice of Service Management which are useful for developing Service Management policies, guideline s and process es across the ITIL Service Lifecycle. Service Strategy guidance is useful in the context of Service Design, Service Transition, Service Operation and Continual Service Improvement. Topics covered in Service Strategy include the development of markets, internal and external, service asset s, service catalogue and implementation of strategy through the Service Lifecycle. Financial Management, Service Portfolio Management, Organizational Development and Strategic Risk s are among other major topics.

Organizations use the guidance to set objective s and expectations of performance towards serving customer s and market spaces and to identify, select and prioritize opportunities. Service Strategy is about ensuring that organizations are in a position to handle the cost s and risks associated with their service portfolio s and are set up not just for operational effectiveness but for distinctive performance. Decisions made with regard to Service Strategy have far-reaching consequences, including those with delayed effect.

Organizations already practising ITIL use this volume to guide a strategic review of their ITIL-based Service Management capabilities and to improve the alignment between those capabilities and their business strategies. This volume of ITIL encourages readers to stop and think about why something is to be done before thinking of how. Answers to the first type of questions are closer to the customer’s business. Service Strategy expands the scope of the ITIL Framework beyond the traditional audience of ITSM professionals.

The Service Design volume provides guidance for the design and development of services and service management processes. It covers design principles and methods for converting strategic objectives into portfolios of services and service assets. The scope of Service Design is not limited to new services. It includes the changes and improvements necessary to increase or maintain value to customers over the lifecycle of services, the continuity of services, achievement of service level s and conformance to standard s and regulations. It guides organizations on how to develop design capabilities for Service Management.

Дата добавления: 2014-12-23