ITIL Service Strategy Quiz

Module 2 - Service Strategy Part I - Introduction

• This module, INFO-6084, focuses on practical applications of ITIL, specifically service strategy.
• The agenda includes service strategy, key concepts, risks, and patterns of business activity (PBA).
• Learning outcomes include understanding the ITIL service strategy stage, risk management, PBA and its relationship with service delivery, and the relationship between service strategy and other ITIL lifecycle stages.
• Service strategy is the initial stage of the ITIL service lifecycle.
• It aids in identifying an organization's business mission and vision, guiding the development of strategies to meet customer requirements by analyzing current market needs and existing offerings.
• The core purpose is defining the strategic approach for service management throughout the entire lifecycle, including understanding business perspective, position, future plans, and activity patterns.
• Objectives include identifying services and customers, defining value creation and delivery, delivering a comprehensive service provision model, assessing organizational capability, and defining processes/services aligned with strategic plans.
• Service Strategy adds value by linking activities to business outcomes, supporting customer service levels, adapting to business changes efficiently, creating and maintaining a service portfolio, allowing transparent communication, and providing organizational structure understanding.
• Value of a service is determined by the customer, not the service provider, based on whether the service meets expectations.
• Value can be determined by the affordable mix of features, best combination of features, and achievement of objectives, as well as how value changes with time and circumstances..
• Value is determined by what the service achieves and its cost to customers.
• Customer perceptions and preferences are influenced by service attributes, previous experiences, and the organization's image.
• Service providers should understand value components and provide information to influence perceptions and respond to preferences, translating perception and preferences into the economic value of the service from the customer's perspective.

Key Concepts

• Key concepts associated with service strategy include Utility, Warranty, Assets, Resources, Capabilities and Governance.
• Utility is the service functionality to meet customer needs and what the service does.
• Warranty covers the assurance that a product or service will meet agreed requirements, including reliability, availability, capacity, and security.
• Assets are any resource or capability used to achieve a business outcome. There are customer assets (used by the customer) and service assets (used by the provider).
• Resources are direct inputs for creating services, including money, infrastructure, applications, and personnel.
• Capabilities represent the organization's ability to achieve value, coordinating, controlling and deploying resources for service delivery. Capabilities include knowledge, experience, and skills.
• Governance ensures policies and strategy are implemented correctly and that necessary processes are followed.

Risks

• Risk is the potential for damage, loss, or destruction of an asset due to a threat exploiting a vulnerability. It is also a possible event affecting the ability to meet objectives.
• Risk is defined, in part, as the combination of the probability of an event and its consequences.
• Basic risk management is considered, but a comprehensive organization-wide approach is not provided.
• A risk identification, assessment, management, and mitigation approach is needed, enhanced by the IT service provider, without conflict.
• Risks should be identified, documented, and analyzed concerning impact and consequence.
• Risk management should be a repetitive process.
• Risk registers should be used for risk management.

Patterns of Business Activity (PBA)

• Understanding business activity patterns is crucial for delivering services meeting required outcomes.
• PBA from repeated activities over time create recognizable and potentially predictable interactions.
• Predictable patterns allow for ensuring capacity and availability needed to meet customer outcomes.
• PBA includes how customer assets, processes, and applications are used, along with customer to supplier to partner interactions.
• Analysis of PBA patterns is a key factor for determining effective determining strategies.
• Documented PBA includes classification of the pattern, workload, frequency, volume, location, and duration, along with requirements like performance, security, availability, and tolerance for delays.
• Service Asset Requirements enable design teams to understand what's required to support a specific PBA, concerning resource and capability support.

Next Week

• The following module will cover service strategy processes.

Test your knowledge of the Service Strategy stage in ITIL. Questions cover aligning IT with business objectives, improving service adaptation, and understanding demand. Evaluate your understanding of service value and operational capabilities.