Professional Documents
Culture Documents
The purpose of Service Strategy is to define the strategic approach for service
management across the whole lifecycle through understanding the business objectives and
needs
Scope of ITILs guide on Service Strategy covers:
defining a strategy with guidance and recommendations for the service provider
to deliver services to meet business outcomes
defining a strategy for managing these services
if generated value (what the services achieved) > cost input (what the service cost), the
service IT provided is perceived to be valuable
Governance
[definition] Governance ensures that policies and strategy are actually implemented, and
that required processes are correctly followed. Governance includes defining roles and
responsibilities, measuring and reporting, and taking actions to resolve any issues
identified.
Where IT and business meet -> operate together according to direction and policies to
achieve objectives
Governance Structure: Corporate Governance > Corporate Compliance > IT Governance >
IT Compliance > IT Service Management
Corporate governance is about promoting corporate fairness, transparency and
accountability
IT governance is the responsibility of the board of directors and executive management. It is
an integral part of enterprise governance and consists of the leadership, organizational
structures and processes that ensure that the organizations IT sustains and extends the
organizations strategies and objectives
Compliance ensures that a standard or set of guidelines is followed, or that proper, consistent
accounting or other practices are being employed
Service management must include corporate governance standards and policies
Corporate governance provides the control for the Service Strategy
ISO / IEC 38500 is the international standard for corporate government in IT
The strategic policy also plays a significant role in continual service improvement (CSI)
Objectives of BRM
understand customers needs and prioritize services accordingly to meet user
requirements
maintain good communication
handle conflicts and complaints effectively
identify changes in business environment and technology that could impact services
ensure customer satisfaction
Scope of BRM
focus on high level perspective of whether the service meets business needs
seek to understand customer requirements and business objectives
keep track of changes in technology and environment and advise users on these
understand the use of services on offer
measure level of customer satisfaction and respond to complaints
work with other service management processes and functions for information
gathering, etc.
BRM strategic, to drive overall customer satisfaction vs Service Level
Management tactical, meeting agreed levels of service in operation
Business Case
[definition] A business case is the justification for a significant item of expenditure. The
business case includes information about costs, benefits, options, issues, risks and possible
problems.
A business case is a tool for decision planning and support for understanding the likely
consequences of a business decision in quantitive or qualitative terms
Information can be captured from the Service Portfolio with sound financial management
Business cases are built in Business Relationship Management process and evaluated in
Service Portfolio Management process
Structure of a business case
1. Introduction business objectives
2. Methods and assumptions define the boundaries (e.g. time, context)
3. Business impacts financial and non-financial (image, satisfaction, etc.)
consequences
4. Risk and contingencies
5. Recommendations
Business objectives and business impacts are closely linked and may have one-to-many /
many-to-one relationship.