Service Strategy 1 of 2: What do you need to know?

Points to note:


  • 4Ps of Strategy are Perspective (Clear vision and Focus), Position (Clear defined stand), Plan (Clear path to develop the organization) and Pattern (Clear and consistent in decisions and actions).
  • A Service Level Package, containing a definitive Utility and Warranty specifications, is the output of Service Strategy to Service Design.
  • The steps in determining the goals of the organization (ie.: Strategy Generation) is as follows:
  1. Define the market 
  2. Develop the offerings
  3. Develop strategic assets
  4. Prepare for execution
  • The Service Provider types are Internal Service providers, External Service Providers and Shared Service Providers.
  • A Business Case is used to obtain management commitment and approval for investment in business change including projects and programmes, through rationale for the investment. It  provides a framework for planning and management of the business change. It is not to contain comprehensive plans, as it is a decision making tool for the Management.
Note: Most of the Organizations miss the  monitoring of the ongoing viability of the  project or programme against the Business Case. Only organizations having matured processes do this effectively and consistently.
  • Governance is concerned with – Ensuring that the defined strategy is actually followed.
  • This is the phase which is MOST concerned with defining policies and objectives of the Organization
  • The Strategy Phase is likely to answer questions like:
What services should we offer and to whom?
    How do we differentiate ourselves from competing alternatives?
      How do we truly create value for our customers?

      • The Strategy Phase is likely to be aligned with the Organization's goals and the Business needs.
      • It is exhibited through the Service Portfolio.
      • The different type of Sourcing approaches are: 
      In-sourcing (Utilizing internal resources),Outsourcing (Utilizing external organisation as resources such as BPO, KPO, SaaS, PaaS, IaaS etc.), Co-sourcing (A combination of in & out sourcing) and Multi-sourcing (Strategic Partnerships), 


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