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LM2. Service Strategy

LM2. Service Strategy. Dr. Lei Li. Learning Outcomes. Describe the purpose of service strategy and its value to organization. Discuss the objectives and activities of Financial Management Discuss the objectives and activities of Service Portfolio Management

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LM2. Service Strategy

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  1. LM2. Service Strategy Dr. Lei Li

  2. Learning Outcomes • Describe the purpose of service strategy and its value to organization. • Discuss the objectives and activities of Financial Management • Discuss the objectives and activities of Service Portfolio Management • Discuss the objectives and activities of Demand Management • Explain the value generation of IT services. • Explain following concepts in financial management: budgeting, bookkeeping, cash flow, profit and loss statement and business financing. IT 6413 IT Service Management

  3. Service Strategy Image source: http://www.bmc.com/guides/itil-service-strategy.html IT 6413 IT Service Management

  4. Objectives of Service Strategy • Provide business stakeholder value • Differentiate the organization • Make solid cases for investment • Resolve conflicting demands for services • Improve service quality by strategic planning IT 6413 IT Service Management

  5. Strategy Generation IT 6413 IT Service Management

  6. Financial management for IT services • To provide cost effective stewardship of the IT assets and resources used in providing IT services IT 6413 IT Service Management

  7. Activities of Financial Management • Accounting • Budgeting • Charging IT 6413 IT Service Management

  8. Service Valuation IT 6413 IT Service Management

  9. Service Portfolio Management • Include the complete set of services managed by a service provider • Manage the entire lifecycle of all services IT 6413 IT Service Management

  10. IT 6413 IT Service Management

  11. IT 6413 IT Service Management

  12. Demand Management • Analyzing patterns of activity and user profiles • Provisioning capacity in line with strategic objectives IT 6413 IT Service Management

  13. IT 6413 IT Service Management

  14. Business Relationship Management • The formal approach to understand, define, and support inter-business activities related to business networking • Goal – Maintain a positive relationship with customer IT 6413 IT Service Management

  15. BRM Activities • Establish and maintain a healthy business relationship. • Understanding and communicating customer’s expectation about the business outcome. • Identifying customer’s business needs and change requirements. • Define a formal complaint and escalation procedure for customers. • Act as a mediator in case of conflicting requirements from different businesses. • Identify technology trends that may impact service utilization. • Access customer’s satisfaction levels and identify action plans to deal with the causes of dissatisfaction. • Optimizing services for covering any future needs. • Represent the Service Provider to the customer in a positive manner. IT 6413 IT Service Management

  16. Resources • https://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=web&cd=18&ved=2ahUKEwi77JaBi_7cAhWSqlMKHZPFAvkQFjARegQIABAC&url=https%3A%2F%2Fwww.ucisa.ac.uk%2F-%2Fmedia%2Ffiles%2Fmembers%2Factivities%2Fitil%2Fservice_strategy%2Fitil_introducing%2520service%2520strategy%2520pdf.ashx%3Fla%3Den&usg=AOvVaw29zZ_6fHB-Bd0EFdutO9sq (All images used in this slides are from this source unless stated differently) • https://www.sba.gov/sites/default/files/files/PARTICIPANT_GUIDE_FINANCIAL_MANAGEMENT.pdf IT 6413 IT Service Management

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