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Service Strategy

Service strategy is the first of the five phases of a service lifecycle. The overall goal of service strategy is to encourage organizations to think and act in a strategic manner. This means helping to align the long-term benefits of IT services with the strategic business goals of the enterprise.

Four processes are associated with service strategy:

  • Financial management. This is the only process in service strategy that’s a holdover from version 2. As before, financial management is responsible for managing an IT service provider’s requirements for budgeting, accounting, and optionally chargeback systems.
  • Service portfolio management. This is the first of three new processes for service strategy introduced in version 3. This process manages the entire inventory of IT services, including services that are planned and approved (in the pipeline); services that are designed, deployed, and in operation (in the service catalog); and services that are no longer available (retired).
  • Demand management. In version 2, this process was a subset of capacity management. In version 3, it’s expanded and treated as a separate process. This process is responsible for understanding and influencing customer demand for services, and for providing the capacity to meet that demand.
  • Strategy generation. This is a totally new strategic process in version 3. It’s intended to define the business market for new IT services by understanding the needs and problems of business customers, and then offering services that meet those needs and solve those problems. The end goal is to have the enterprise treat IT service management as a strategic asset.
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