INT302 - Service Strategy
Transcript of INT302 - Service Strategy
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SERVICE STRATEGYSERVICE STRATEGY
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Service Strategy - Service Strategy - DefinitionDefinitionService Strategy is a strategic
plan designed to achieve defined objectives
The Service Strategy defines a clear path to delivering value to the customer
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Purpose of Service Purpose of Service StrategyStrategyService providers must have the ability to think
and act in a strategic mannerThe achievement of strategic goals or objectives
requires the use of strategic assetsService Strategy shows how to transform service
management into a strategic assetTechnical knowledge of IT is necessary but not
sufficientStrategy requires knowledge from the disciplines
such as operations management, marketing, finance, information systems, organizational development, systems dynamics, and industrial engineering
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Service ModelService ModelA Service Model performs the
following tasks:◦Codifies the Service Strategy for a
market space◦Outlines process and functions
needed to create value◦Describes how service assets create
value for a given portfolio of contracts
◦Increases effectiveness in Continual Service Improvement
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Elements of ValueElements of ValueUtilityAttributes of the service that have a positive effect on the performance of activities, objects, and tasks associated with required outcomesWarrantyThe positive effect being available when needed, in sufficient capacity or magnitude, and dependably available in terms of continuity and security
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Value Creation Through Value Creation Through ServicesServices
Formula: Service Warranty + Service Utility = Service Value
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Service AssetsService AssetsCapabilities and ResourcesAsset Types
Management
Processes
Organization
Knowledge
CapabilitiesCapital
Applications
Infrastructure
Information
Resources
People
ServiceAsset
Services ServiceProvider
Value
Customer
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The Four Ps of Service The Four Ps of Service StrategyStrategyPerspective: Describes a vision
and directionPosition: Describes the decision to
adopt a well-defined stancePlan: Describes the means of
moving from the current state to a future state
Pattern: Describes a series of consistent decisions and actions over time
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Service ProvidersService ProvidersInternal Service Provider (Type I) – business functions embedded within the business units
Shared Service Provider (Type II) – shared functions are consolidated into an autonomous special unit called a shared service unit (SSU)
External Service Provider (Type III) – offer competitive prices and drive down unit costs by consolidating demand
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Internal Service Provider Internal Service Provider (Type I)(Type I)
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Shared Services Provider Shared Services Provider (Type II)(Type II)
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External Services Provider External Services Provider (Type III)(Type III)
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Choosing Service Provider Choosing Service Provider TypesTypesServices may be sourced from
each type of service provider with decisions based on:◦Transaction costs◦Strategic industry factors◦Core competence◦Risk management capabilities of the
customerThe principles of specialization
and coordination costs apply
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Sourcing ApproachesSourcing Approaches Insourcing relies on using internal
organizational resourcesOutsourcing uses the resources of an
external organization or organizationsCo-sourcing is a combination of insourcing
and outsourcingPartnership or multi-sourcing is an
arrangement between two or more organizations to work together
Business Process Outsourcing (BPO) relocates entire business functions
Application Service Provision involves formal arrangements with an Application Service Provider (ASP) organization
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PROCESS OF STRATEGY GENERATION
Service Strategy
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Strategy GenerationStrategy GenerationDifferentiate your services from the
competitionUse existing opportunities:
Customers who are not well-supported represent opportunities for services to be offered as solutions
Use new opportunities: New opportunities emerge when changes in the business environment cause a previously well-supported customer to be poorly supported
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Main Activities of Service Main Activities of Service StrategyStrategyDefine the marketDevelop the service offeringsDevelop strategic assetsPrepare for implementation
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Setting ObjectivesSetting ObjectivesObjectives represent the results
expected from pursuing strategiesStrategies represent the actions to
be taken to accomplish objectivesClear objectives provide for
consistent decision making, minimizing any future conflicts. They set forth priorities and serve as standards
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Defining Critical Success Defining Critical Success FactorsFactorsCritical Success Factors are
influenced by:◦Customer needs◦Business trends◦Competition◦Regulatory environment◦Suppliers◦Standards◦Industry best practices◦Technologies
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PROCESS OF SERVICE PORTFOLIO MANAGEMENT
Service Strategy
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Service Portfolio Service Portfolio Management (SPM)Management (SPM)Service Portfolio represents the commitments and investment made by a service provider across all customers and market spaces
Service Portfolios represent the ability and readiness of a service provider to serve customers and market spaces
Service Portfolio Management is critical to having the right services available to offer to customers
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Service Portfolio Service Portfolio ManagementManagement
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Service Portfolio Service Portfolio Management GoalsManagement GoalsEvery planned and operated service by the
provider is documentedEvery new service must complete a set of
standardized activities and proceduresEssential information is documented and
provided to the relevant management processes
Each service and its design package is regularly reviewed
Every service is reviewed within the Continual Service Improvement Process
Through the service portfolio, an information base for a service catalog is provided
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Service Portfolio Service Portfolio Management ActivitiesManagement ActivitiesDefine
◦Collect information from all existing services
Analyze◦The intent strategy is designed
Approve◦Deliberate approvals or disapprovals of
the proposed portfolioCharter
◦Decisions are communicated, resources are allocated, and services are chartered.
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PROCESS OF FINANCIAL MANAGEMENT
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Financial ManagementFinancial ManagementFinancial Management as a
strategic tool is equally applicable to all three service provider types
Financial Management consists of the following benefits:◦Enhanced decision making◦Speed of change◦Operational control◦Value capture and creation
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Financial Management Financial Management GoalsGoalsTo ensure that management of IT
Services are cost effectiveTo provide full accountability for
IT Service expenditures to the services delivered to customers
To assist management in making decisions on IT investment by providing detailed business cases for changes to IT Services
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Financial Management Financial Management ConsiderationsConsiderationsDirect versus indirect costsLabor costsVariable cost elementsTranslation from cost account
data to service value
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Financial Management Financial Management ActivitiesActivities
Plan◦Address critical questions, outline activities
Analyze◦Gather details, perform service valuation
Design◦Processes, valuation models, chargeback
methodsImplement
◦Activation plan processesMeasure
◦Perform regular audits
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PROCESS OF DEMAND MANAGEMENT
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Demand ManagementDemand ManagementEssential that Demand
Management techniques be usedDemand Management includes
techniques such as:◦Off-peak pricing◦Volume discounts◦Differentiated service levels
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Activity-based Demand Activity-based Demand ManagementManagementPBA define dynamics of a
business and include interactions with customers, suppliers, partners, and other stakeholders
Services often directly support PBA
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Demand Management Demand Management GoalGoalThe goal of demand
management is to reduce cost and create value by being able to predict demand and reduce idle capacity
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Demand Management Demand Management ActivitiesActivitiesStudy the business of the customer to
identify, analyze, and codify patternsVisualize the business activity and plans in
terms of the demand for supporting services
Identify, codify, and share patterns of business activity (PBA) across process for clarity and completeness of detail
Construct user profiles (Ups) using one or more predefined PBAs
Associate each user profile with one or more PBAs