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LM2. Service Strategy

Explore service strategy, financial management, and demand management in IT services. Learn the value generation, activities, and objectives of each aspect, enhancing organizational efficiency.

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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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