Category:Strategy Generation Management

From IT frameworks

A key process in the ITIL v3 Foundation official syllabus. Unofficially it is sometimes referred to as the Service Strategy process.

Contents 1 Introduction 2 Goals & Objectives 3 Terminology 3.1 The 4 Ps of Strategy 3.2 Value = Utility + Warranty 3.3 Service Archetypes 3.4 Strategic Assets 4 Roles 4.1 IT Steering Group (ITSG) 4.2 Service Owner 5 Scope 6 Activities 7 Interfaces 7.1 Inputs 7.2 Outputs 8 Value to the Business 9 Implementation 10 Challenges to implementation 11 Flow Chart Model 12 Tips for exam 13 References and resources

Introduction

One of the key processes in Service Strategy. Strategy Generation delivers guidance on formulating a Service Strategy in terms of all life cycle phases. There are four main pre-defined activities in this process.

Goals & Objectives

To ensure the four main activities of the Strategy Generation process are performed to ensure long term success for the customer.

Terminology

The 4 Ps of Strategy

1. Perspective - Have a clear vision & direction
2. Position - Take a defined stance
3. Plan - Create a plan for the road ahead to increase further development
4. Pattern - Maintain consistency in strategies

Value = Utility + Warranty

• Utility = Service fit for purpose
• Warrranty = Utility is backed up with warranty for assurance

Service Archetypes

• Defines how IT Organization can create value for the customer.

Strategic Assets

• Being able to use use service management in an optimal way is a strategic asset.

Roles

IT Steering Group (ITSG)

• The IT Steering Group (ITSG) sets the direction and strategy for IT Services. It includes members of senior management from business and IT.
• The ITSG reviews the business and IT strategies in order to make sure that they are aligned.
• ITSG sets priorities of service development programs/ projects.

Service Owner

• A role accountable for a delivery of a specific IT service. The Service Owner represents the service eg. CAB

Scope

• The Strategy Generation process represents the IT Organization at management level meetings with the customer.
• Strategy Generation activities ensure management of clear value definitions for customer assets.

Activities

1. Define the Market
   • Understand the customer.
     • How can customer assets create value for their customers?
     • How can IT services create value for customer assets?
   • Understand the opportunities
     • IT assets should be defined as to how they can create value to customers.
     • Define, analyse and improve opportunities
   • Clarify and visualize the services
     • Service archetypes and customer assets together can help customers achieve specific outcomes.
2. Develop the Offerings
   • Clear Service Definition
     • By breaking down a service into defined elements it may be easier to coordinate tasks for the IT organization.
     • Develop the outcomes expected from Customer assets
3. Develop Strategic Assets
   • Investments in Service Management
     • IT organizations may use the guidance offered by ITIL framework to develop Service Management into a strategic asset.
4. Prepare for Execution

• The IT Organization must take the strategy and develop all the lifecycle phase requirements, defining value and placing the Service Level Package into the Service Portfolio.
• All functional requirements and CSFs are defined and financial costs are balanced.

Interfaces

Inputs

• ITSG direction
• Market analysis
• Competitors and trends

Outputs

• Strategy for services and services for strategies
• Input to Service Portfolio Management
• Financial Management

Value to the Business

Ensuring long term survival through definition of value for customer assets

Implementation

• Changes to the Customers visions may trigger Strategy Generation process to ensure re-alignment.
• CSI process will continually push services through all lifecycle phases.
• Competitors and/or trends in the market may trigger Strategy Generation process to proactively advise customer on methods to increase value from customer assets.

Challenges to implementation

Flow Chart Model

Tips for exam

• Learn the 4 Ps of Service Strategy.
• Learn the 4 activities of Strategy Generation in correct order.

References and resources

1. Key Element Guide Service Strategy - OGC
2. Wikipedia - http://wiki.en.it-processmaps.com/index.php/Roles_within_ITIL_V3
3. Wikipedia - http://en.wikipedia.org/wiki/ITIL_v3
4. Foundations of IT Service Management based on ITIL v3 - itSMF
5. IT Service Management Based on ITIL v3, A Pocket Guide
6. ITIL Service Strategy - OGC