Service Strategy

Service Strategy

1. Purpose

   • Define perspective, position, plans & patterns needed to meet business outcomes

2. Objectives

   • define how value is created & delivered
   • identify opportunities to provide & exploit services
   • provide a clear service provision model
     • how will the services be delivered?
     • how will services be funded?
     • to whom will the service be delivered?
     • for what purpose is the service?
   • the organizational capacity required to deliver the service
   • documentation, coordination & optimization of service assets
   • services & processes that define / achieve the strategy
   • ensure a relationship between service provider & customer

3. Scope

   • strategy -> delivering services to meet customer's business outcomes
   • strategy -> service management
   • defining & identifying Service Management processes & principles

4. Business Value

   • link outcomes to a service provider's activities; prove how value is being contributed
   • identify types & levels of services needed to support customers
   • fast response to business environment changes; competitive advantage
   • help to achieve positive ROI on investment in services
   • improve customer & service provider communications
   • provide services in an effective & efficient manner

5. Governance

   • defines directions, policies & rules
   • ensures correct implementation of strategy, policies & required processes
   • defining roles & responsibilities, measuring & reporting, resolving issues

6. Service Provider Types

   • Internal Service Provider
     • internal service provider within a business unit
   • Shared Services Unit
     • internal service provider shared between business units
   • External Servicer Provider
     • service provider catering to external customers

7. Patterns of Business Activity

   • Business activities carried out to achieve business outcomes
   • Generates service demands
   • Activities tend to occur in patterns
   • ensure services are aligned to PBAs

8. Risk Management

   • risks -> possible event that could cause harm or loss
   • measured by probability, vulnerability & impact
   • identify risk - name them, document possible consequences
   • analyze risks - quantify & define the impact & probability
   • manage risks - regular reviews