Service Strategy

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.



Key Roles