ITIL – Service Strategy


An ITIL Foundation Certificate pin on a shirt.

Image via Wikipedia

The ITIL Service Lifecycle consists of 5 phases:

The first of which is Service Strategy i.e. the process of designing, developing and implementing service management as a strategic resource.

The Service Strategy is at the core of the Service Lifecycle ; the phases Service Design, Service Transition and Service Operation implement this strategy.

What is service strategy?

Strategy can have many definitions but its main goal is to identify the competition and to compete against it by differentiating oneself from the rest and delivering superior performance.

ITIL looks at the 4 Ps of strategy:

Perspective – clear vision & focus

Position – a stance that differentiates us from the competition

Plan – a notion or idea of how the organization should develop its competencies

Pattern – maintaining consistency in decisions and actions

A strategic perspective provides direction. A directionless strategy leads to a rudderless organization. Strategy needs to set a direction, a horizon to cross.

Positioning defines the organization; it is the defining characteristic; you cannot be all things to all people. Positioning narrows focus; it zones in on the factors that set the organization apart.

Positioning is the result of 3 broad inputs: market analysis, internal corporate analysis and competitor analysis.

Positioning is not static and evolves and changes over time.

Strategy as plan focuses on the steps to be taken to implement strategy.

Strategy is the procedures followed that lead to recurring successes.

Service Strategy is about answering hard questions as to what do we specialize in, what are our strategic assets, what are our competencies, what kind of services can we offer, how are we different?

Development and application of service strategy requires constant finessing; service strategy has to be forward looking.

Strategy is the cornerstone of  organizational success.

Have a great day!

Source: A Management Guide Service Strategy Based on ITIL V3

____________________________

Quote of the day:
The most dangerous strategy is to jump a chasm in two leaps. – Benjamin Disraeli

Related articles by Zemanta

 

Advertisements