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ITIL Mind Map v1.

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ITIL Service Strategy

Author: Danny Wong


http://www.linkedin.com/in/chinwhei
1.Implementation 2.Governance 3.Marketing 4.Service Provider 5.Value
Mind Set
ITIL Service Strategy

6.Kano Model 7.Technology 8.Strategy 9.Assets 10.Opposing


Principles Dynamics

11.4 P's 12.Benefits


1. IMPLEMENTATION
1.1 Current State Assessment
1.2 Target State Definition
1.3 Gap Analysis
1.4 Project Estimation
1.5 Project Consolidation
ITIL Service Strategy

1.6 Roadmap
1.7 Designing the strategy
1.7.1 Definition of Roles
1.7.2 Service Portfolio, Customer Portfolio, Customer Agreement Portfolio
1.7.3 Demand Management Procedures, Techniques and Tools
1.7.4 Interfaces between all Service Strategy Processes and other Processes
2. GOVERNANCE
2.1 Rules, Policies, Processes by which Businesses are Operated, Regulated, Controlled
2.1.1 Establish and Maintain Business Relationships
2.1.2 Ensure Service Provider can meet Needs of the Business
2.1.3 Assists Business in Articulating Value of Service
2.2 Evaluates, Directs, Monitors the Strategy, Policies and Plans
ITIL Service Strategy

2.3 Activities
2.3.1 Evaluate
2.3.2 Direct
2.3.3 Monitor
2.4 Framework
2.4.1 Establish Responsibilities
2.4.2 Strategy to Set and Meet Objectives
2.4.3 Acquire for Valid Reasons
2.4.4 Ensure Performance when Required
2.4.5 Ensure Conformance with Rules
2.4.6 Ensure Respect for Human Factors
2.5 Stages
2.5.1 Service through Collaboration
2.5.2 Service through Coordination
2.5.3 Services through Delegation
2.5.4 Services through Direction
2.5.5 Services through Network
3. MARKETING MIND SET
3.1 What Is our Business?
3.2 Who Are our Customers?
3.3 What Does the Customer Value?
3.4 Who Depends on Our Services?
3.5 How Do They Use Our Services?
ITIL Service Strategy

3.6 Why Are They Valuable to Them?


4. SERVICE PROVIDER
4.1 Internal (Type I)
4.2 Shared Service Unit (SSU) (Type II)
4.3 External (Type III)
4.4 Supplies Service to one or more Customers
4.5 Disaggregation
ITIL Service Strategy

4.5.1 Outsourcing
4.6 Aggregation
4.6.1 Insourcing
5. VALUE
5.1 Defined by Customers
5.2 Affordable Mix of Features
5.3 Achievement of Objectives
5.4 Changes over Time and Circumstance
5.5 Creating Value
ITIL Service Strategy

5.5.1 Business Outcome Achieved


5.5.2 Customer's Preferences
5.5.3 Customer's Perception of what was Delivered
6. KANO MODEL
6.1 Basic Factors
6.2 Excitement Factors
6.3 Performance Factors
ITIL Service Strategy
7. TECHNOLOGY
7.1 Automation can Affect Performance
7.2 Simplify Processes
7.3 Understand Flow of Activities
7.4 Minimize Interactions
ITIL Service Strategy
8. STRATEGY PRINCIPLES
8.1 Define the Market and Identify Customers
8.2 Understand the Customer
8.3 Quantify the Outcomes
8.4 Classify and Visualize the Service
8.5 Understand the Opportunities
ITIL Service Strategy

8.6 Define Services based on Outcomes


8.7 Service Models
8.8 Define Service Units and Packages
8.8.1 Core Services to Deliver Basic Outcomes
8.8.2 Enabling Services are needed in order for a Core Service to be Delivered
8.8.3 Enhancing Services are Excitement Factors
8.8.4 Deliver the Basic Outcomes Desired by the Customer
8.8.5 Represent the Value the Customer Wants
8.8.6 Supporting Services
8.8.7 Either Enable or Enhance the Value Proposition
8.8.8 Packaging Core and Supporting Services is an Essential Aspect of Market Strategy
8.8.9 Packaging will also have an Impact on the Design and Operations of a Service
9. ASSETS
9.1 Strategic Asset
9.1.1 Service Management
9.2 Service Assets
9.2.1 Resources
9.2.1.1 Finances
ITIL Service Strategy

9.2.1.2 Infrastructure
9.2.1.3 Applications
9.2.1.4 People
9.2.1.5 Information
9.2.2 Capabilities
9.2.2.1 Management
9.2.2.2 Organization
9.2.2.3 Processes
9.2.2.4 Knowledge
9.2.2.5 People
10. OPPOSING DYNAMICS
10.1 Future versus Present
10.2 Operational Effectiveness vs Improvements in Functionality
10.3 Value Capture
ITIL Service Strategy
11. 4 P’s
11.1 Perspective Vision
11.2 Positions Business Portrayal
11.3 Plans How to Achieve Vision
11.4 Patterns Ongoing Actions
ITIL Service Strategy
12. BENEFITS
12.1 Cost Effectiveness
12.2 Value for Customer
12.3 Standardized Processes
12.4 Services Create Value
12.5 Respond Quickly to Changes in Business Environment
ITIL Service Strategy