ITIL Service Strategy - Softcover

Majid Iqbal; Michael Nieves

Softcover

ISBN 10: 0113310455 ISBN 13: 9780113310456

Publisher: Stationery Office, 2007

Synopsis

A view of ITIL that aligns business and IT so that each brings out the best in the other. It ensures that every element of the Service Lifecycle is focused on customer outcomes and relates to all the companion process elements that follow. Subsequent titles in the core set will link deliverables to meeting the business goals, requirements and service management principles described in this publication. Each of the five core titles shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced.

About this title

Product Description:

This volume provides guidance on how to design, develop and implement service management both as an organisational capability and a strategic asset. It is a guide to a strategic review of ITIL-based service management capabilities, with the aim of improving their alignment with overall business needs. It is written primarily for senior managers who provide leadership and direction in the form of objectives, plans and policies. It is also benefits mangers at other levels, by explaining the logic of senior management decisions.

Synopsis:

Service Strategy provides guidance on developing service-based business models and strategies. It defines the value-creating context and principles of service management that shape decisions, policies, and processes across the ITIL Service Lifecycle. Service Strategy defines the objectives, resources, and constraints within which services and the relationships they define with customers are to be managed. The core process in Service Strategy involves defining the market, developing the offerings, developing strategic assets and preparing the organization for execution through the Service Lifecycle. This process is driven by functions such as Financial Management, Service Portfolio Management, Demand Management, Organization Development and Sourcing Management. The book introduces the role of Product Manager as a counterpart to Business Relationship Managers. The guidance in Service Strategy is relevant to service providers in the public and private sectors. It is useful for developing strategic perspectives, distinctive positions in customersa?? minds, and effective execution through the Service Lifecycle.

Service Strategy places business outcomes for customers at the centre of all dialogue in service management. Services are viewed as means for engaging the capabilities and resources of service providers in support of the customera??s business. The book also highlights the need for organization design and development to ensure that process models are properly integrated within the reality from which they were abstracted. Key topics include Market Spaces, Service Definitions, Value Creation, Value Capture, Value Networks, Service Assets, Business Service Management, Demand Patterns, Service Level Packages, Option Spaces, Service Automation, and Service Provider Risks.

About this edition

• Publisher: Stationery Office
• Publication date: 2007
• ISBN 10: 0113310455
• ISBN 13: 9780113310456
• Binding: Paperback
• Number of pages: 276