Cover image for ITIL Service Strategy

ITIL Service Strategy

Author AXELOS
Release Date: 2011/07/01
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Book Description

ITIL Service Strategy lies at the heart of the ITIL v3 framework, a part of the Global Best Practice suite. IT executives, business leaders, and anyone involved in IT services, can use this publication as a guide for a service strategy that delivers results and achieves business goals

Table of Contents

  1. Cover
  2. Title
  3. Copyright
  4. Contents
  5. List of figures
  6. List of tables
  7. Foreword
  8. Preface
  9. Acknowledgements
  10. 1 Introduction
    1. 1.1 Overview
    2. 1.2 Context
    3. 1.3 ITIL in relation to other publications in the Best Management Practice portfolio
    4. 1.4 Why is ITIL so successful?
    5. 1.5 OverviewChapter summary
  11. 2 Service management as a practice
    1. 2.1 Services and service management
    2. 2.2 Basic concepts
    3. 2.3 Governance and management systems
    4. 2.4 The service lifecycle
  12. 3 Service strategy principles
    1. 3.1 Strategy
    2. 3.2 Customers and services
    3. 3.3 Service providers
    4. 3.4 How to define services
    5. 3.5 Strategies for customer satisfaction
    6. 3.6 Service economics
    7. 3.7 Sourcing strategy
    8. 3.8 Service structures in the value network
    9. 3.9 Service strategy inputs and outputs
  13. 4 Service strategy processes
    1. 4.1 Strategy management for IT services
    2. 4.2 Service portfolio management
    3. 4.3 Financial management for IT services
    4. 4.4 Demand management
    5. 4.5 Business relationship management
  14. 5 Service strategy, governance, architecture and ITSM implementation strategies
    1. 5.1 Governance
    2. 5.2 Establishing and maintaining a service management system
    3. 5.3 IT service strategy and the business
    4. 5.4 IT service strategy and enterprise architecture
    5. 5.5 IT service strategy and application development
    6. 5.6 Creating a strategy for implementing service management processes
  15. 6 Organizing for service strategy
    1. 6.1 Organizational development
    2. 6.2 Organizational change
    3. 6.3 Organizational departmentalization
    4. 6.4 Organizational design
    5. 6.5 Organizational culture
    6. 6.6 Functions
    7. 6.7 A logical organization structure for an IT service provider
    8. 6.8 Roles
    9. 6.9 Responsibility model – RACI
    10. 6.10 Competence and training
  16. 7 Technology considerations
    1. 7.1 Service automation
    2. 7.2 Service interfaces
    3. 7.3 Tools for service strategy
  17. 8 Implementing service strategy
    1. 8.1 Implementation through the lifecycle
    2. 8.2 Service strategy implementation activities following a lifecycle approach
    3. 8.3 The impact of service strategy on other lifecycle stages
  18. 9 Challenges, risks and critical success factors
    1. 9.1 Challenges
    2. 9.2 Risks
    3. 9.3 Critical success factors
  19. Afterword
  20. Appendix A: Present value of an annuity
  21. Appendix B: Description of asset types
    1. B.1 Management
    2. B.2 Organization
    3. B.3 Process
    4. B.4 Knowledge
    5. B.5 People
    6. B.6 Information
    7. B.7 Applications
    8. B.8 Infrastructure
    9. B.9 Financial capital
  22. Appendix C: Service strategy and the cloud
    1. C.1 Characteristics of cloud services
    2. C.2 Types of cloud service
    3. C.3 Types of cloud
    4. C.4 Components of a cloud architecture
  23. Appendix D: Related guidance
    1. D.1 ITIL guidance and web services
    2. D.2 Quality management system
    3. D.3 Risk management
    4. D.4 Governance of IT
    5. D.5 COBIT
    6. D.6 ISO/IEC 20000 service management series
    7. D.7 Environmental management and green/sustainable IT
    8. D.8 ISO standards and publications for IT
    9. D.9 ITIL and the OSI framework
    10. D.10 Programme and project management
    11. D.11 Organizational change
    12. D.12 Skills Framework for the Information Age
    13. D.13 Carnegie Mellon: CMMI and eSCM framework
    14. D.14 Balanced scorecard
    15. D.15 Six Sigma
  24. Appendix E: Risk assessment and management
    1. E.1 Definition of risk and risk management
    2. E.2 Management of Risk (M_o_R)
    3. E.3 ISO 31000
    4. E.4 ISO/IEC 27001
    5. E.5 Risk IT
  25. Appendix F: Examples of inputs and outputs across the service lifecycle
  26. References and further reading
  27. Abbreviations and glossary
  28. Index
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