ITIL : About Service Strategy

What is service strategy

In a current scenario where each organization is striving hard to gain the market share, you need to think strategically to provide your customer a better quality service as compare to the competitors.

When we talk about service strategy within the ITIL, it includes following four fundamental activities;

Defining the Market:

As an organization you can offer your services to achieve your business objectives or organizational goals but to do that you need some strategy to market your services effectively and efficiently.

Developing the offerings:

While developing the offerings, it should be always on result basis in order to familiarize all aspects of service management within the perception of customer expectations.

Service Portfolio:

While creating a service portfolio, always consider that it should represent all the binding service investment towards market.

Service pipeline – defines all the service solutions that are under development stage.

Service Catalog – as a part of service portfolio, it defines all the services that are available for the customer.

Developing Strategic Assets:

It includes the resources and capabilities of the service organization as well as developing the service management system.

Preparing for the implementation of the strategy:

Assessment of the strategic position should be carried out to determine the as-is functionalities and identify the differences by comparing as-is and should be service strategy. The explanation of important goals closes the gaps and gradually orientates the assistance assets towards fulfilling the consumer expectation. All the critical success factors are identified so that success or failure of the service strategy can be measured.

Key Principles of Service Strategy

Key principles of service strategy are:

• Utility and Warranty :

1. Utility or fit for purpose: Functionality offered by the product/service as the customer views it.
2. Warranty or fit for use: Promise that the product/service will meet the agreed requirements.

# There are three categories of Warranty:

* It is provided in terms of Availability/Capacity of service

* It ensures that customer assets Continue to receive utility even if degraded, through major disruptions

* It also ensures that Security for value-creating potential of customer assets

• Value Creation: how the customer perceives what the service does for him.

• Assets – Assets are resources or capabilities that help us to deliver the service.

o Resource:  physical assets that includes infrastructure elements, people, capital and applications

o Capabilities: intangible assets usually it is the ability of creating value

• Pattern of Business Activity (PBA) – these are customer activities generating demand for services

• Governance - It needs to be define strategy, policies and procedures. It deals with how to implement service strategy and how to follow them.

For more information about ITIL, you can visit or go through reference link below: 
https://www.advanceinnovationgroup.com/itil-training/