Term/Theory
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Definition/Point
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Purpose
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Establishes overall strategy for IT
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Objectives
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- Ensure organization can handle cost/risk well
- Set expectations of performance
- Id/select/prioritize business opportunities
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Scope
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- Define a strategy of services to offer
- Define a strategy of how to manage those services
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Value to Business
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Link service provider activities to business outcomes
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Two Levels of Activity for ITSM
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- Org level – sets direction for IT via strategy and objectives to achieve vision
- Service level – policies/objectives to ensure value creation
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Questions Answered
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- How create value?
- How to define quality?
- How to efficiently allocate resources across services?
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Resources vs. capabilities +
How they fit in Lifecycle
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Capabilities turn resources into goods/services.
- Service Strategy manages consumption of resources and capabilities by service.
- Service Design uses resources and capabilities.
- Service Transition tests against resources and capabilities.
- Service Operation allocates resources and capabilities.
- CSI measure/assesses both resources and capabilities.
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Utility & Warranty
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Utility – fit for purpose:
- What is delivered
- What customer gets
- What gains performance customer gets
- Functional requirements for service
Warranty – fit for use (parameters). It must perform within stated parameters:
- Both Utility & Warranty are tested/validated in transition
- Utility & Warranty delivered in Operations
- CSI measures/assesses planned utility & warranty vs. actual delivered in operations.
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Three Value Areas
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- Customer Preferences
- Customer Perceptions
- Business Outcomes
Patterns of Business Activity (PBA) - Services are designed to enable PBAs which in turn achieve business outcomes.
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