Service Strategy is the centre of the service lifecycle and the axis that all the other phases revolve around. The purpose of Service Strategy is to define what a service provider needs to do to support its customer. The Service Strategy adopted must support the organisation’s overall business outcomes. As part of its purpose, Service Strategy will define plans, patterns, a position and perspective for how the service provider will behave.
The scope of Service Strategy includes defining principles and processes for service management, which then apply to the rest of the service lifecycle. Internal and external IT service providers need a coherent strategy to make sure their services deliver value.
- understanding what services are, and who the organisation’s customers are
- understanding how value is created and delivered
- creating a service provision model to show how services will be delivered and funded
- understanding if the organisation is capable of delivering the strategy
- identifying opportunities to offer services and being able to act on them
- understanding what service assets make up services and managing them appropriately
- putting processes in place to make sure the strategy is delivered
- offer appropriate services that meet business needs
- offer the services in a timely way
- link IT activities and assets to business outcomes to show the true value of IT
- demonstrate return on IT investment and value for money
- be seen as a trusted partner by customers
- Business Relationship Manager (BRM: BRMs establish a strong
business relationship with the customer by understanding the customer's
business and their customer outcomes. BRMs work closely with the
Product Managers to negotiate productive capacity on behalf of customers.
- Product Manager (PM): PMs take responsibility for developing and
managing services across the life-cycle, and have responsibilities for
productive capacity, service pipeline, and the services, solutions and
packages that are presented in the service catalogues.
- Chief Sourcing Officer (CSO): the CSO is the champion of the sourcing
strategy within the organization, responsible for leading and directing the
sourcing office and development of the sourcing strategy in close
conjunction with the CIO.