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24 Cards in this Set
- Front
- Back
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Purpose of Service Strategy Phase
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Development of capabilities for Service Management, enabling these practices to become a strategic asset of the organization
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Primary Objectives of Service Strategy
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- Design and implement service management
- Develop the IT organization's capability to manage costs and risks - Define strategic objectives of IT org |
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KEY ROLE
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Stop and think about WHY something has to be done, before thinking HOW.
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Key Mantra of Service Provider
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Establish value before you can attached a price to service offered
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Service Value =
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Service Warranty + Service Utility
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Service Utility
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Describes positive effect on business processes, activities, objects, and tasks.
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Service Warranty
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How well benefits from utility are delivered to customer. Availability, capacity, performance, security, continuity levels.
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Service Package
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Description of bundled services. Core Services + Supporting Services + Service Level Package
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Service Level Packages
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Defines Availability levels, Capacity levels, continuity measures, security levels.
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Service Strategy Processes
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Service Portfolio Mgmt.
Financial Mgmt. Demand Mgmt. |
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Goal of Service Portfolio Mgmt.
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Provide strategic direction and mgmt of investments into IT Service mgmt.
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Strategic questions answered by Service Portoflio Mgmt.
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What are pricing or chargeback models?
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3 Components of Service Portfolio
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Service Pipeline
Service Catalogue Retired Services |
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Methods involved in Service Portfolio Mgmt.
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Define, Analyze, Approve, Charter
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What makes up a Service Portfolio?
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Requirements, Description, Value Proposition, Business Cases, Priorities, Cost and Pricing
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3 Strategic Service Investments
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TTB, GTB, RTB
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Evaluation of existing services can be 6 categories:
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Renew
Replace Retain Refactor Retire Rationalize |
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The role of the CIO in the Service Strategy context
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Monitor, measure, reassess, and rebalance investments
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Financial Mgmt 3 activities
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Funding
IT Accounting Chargeback |
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Direct Costs
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Clearly attributable to a single source.
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Indirect Costs
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Costs shared by multiple customers or services
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Cost Units
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Unit of consumption which is attributable to a particular service or asset
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Goal of Demand Management
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Assist IT-SP in understanding and influencing customer demand for services and the provision of capacity to meet that demand.
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What are the two ways to influence or manage demand?
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Physical/Technical: Restrict # of connections
Financial Chargeback: Expense for full or over capacity usage. |
