ITIL Mind Map v1.0ITIL Service Strategy

Author: Danny Wong

http://www.linkedin.com/in/chinwhei

11.4 P's 12.Benefits

1.Implementation 2.Governance 3.Marketing Mind Set

4.Service Provider 5.Value

6.Kano Model 7.Technology 8.Strategy Principles

9.Assets 10.Opposing Dynamics

ITIL

Serv

ice S

trate

gy

1. IMPLEMENTATIONIT

IL S

erv

ice S

trate

gy

1.1 Current State Assessment1.2 Target State Definition1.3 Gap Analysis1.4 Project Estimation1.5 Project Consolidation1.6 Roadmap1.7 Designing the strategy

1.7.1 Definition of Roles1.7.2 Service Portfolio, Customer Portfolio, Customer Agreement Portfolio1.7.3 Demand Management Procedures, Techniques and Tools1.7.4 Interfaces between all Service Strategy Processes and other Processes

ITIL

Serv

ice S

trate

gy

2.1 Rules, Policies, Processes by which Businesses are Operated, Regulated, Controlled2.1.1 Establish and Maintain Business Relationships2.1.2 Ensure Service Provider can meet Needs of the Business2.1.3 Assists Business in Articulating Value of Service

2.2 Evaluates, Directs, Monitors the Strategy, Policies and Plans2.3 Activities

2.3.1 Evaluate2.3.2 Direct2.3.3 Monitor

2.4 Framework2.4.1 Establish Responsibilities2.4.2 Strategy to Set and Meet Objectives2.4.3 Acquire for Valid Reasons2.4.4 Ensure Performance when Required2.4.5 Ensure Conformance with Rules2.4.6 Ensure Respect for Human Factors

2.5 Stages2.5.1 Service through Collaboration2.5.2 Service through Coordination2.5.3 Services through Delegation2.5.4 Services through Direction2.5.5 Services through Network

2. GOVERNANCE

ITIL

Serv

ice S

trate

gy

3.1 What Is our Business?3.2 Who Are our Customers?3.3 What Does the Customer Value?3.4 Who Depends on Our Services?3.5 How Do They Use Our Services?3.6 Why Are They Valuable to Them?

3. MARKETING MIND SET

ITIL

Serv

ice S

trate

gy

4.1 Internal (Type I)4.2 Shared Service Unit (SSU) (Type II)4.3 External (Type III)4.4 Supplies Service to one or more Customers4.5 Disaggregation

4.5.1 Outsourcing4.6 Aggregation

4.6.1 Insourcing

4. SERVICE PROVIDER

ITIL

Serv

ice S

trate

gy

5.1 Defined by Customers5.2 Affordable Mix of Features5.3 Achievement of Objectives5.4 Changes over Time and Circumstance5.5 Creating Value

5.5.1 Business Outcome Achieved5.5.2 Customer's Preferences5.5.3 Customer's Perception of what was Delivered

5. VALUE

ITIL

Serv

ice S

trate

gy

6.1 Basic Factors6.2 Excitement Factors6.3 Performance Factors

6. KANO MODEL

ITIL

Serv

ice S

trate

gy

7.1 Automation can Affect Performance7.2 Simplify Processes7.3 Understand Flow of Activities7.4 Minimize Interactions

7. TECHNOLOGY

ITIL

Serv

ice S

trate

gy

8.1 Define the Market and Identify Customers8.2 Understand the Customer8.3 Quantify the Outcomes8.4 Classify and Visualize the Service8.5 Understand the Opportunities8.6 Define Services based on Outcomes8.7 Service Models8.8 Define Service Units and Packages

8.8.1 Core Services to Deliver Basic Outcomes8.8.2 Enabling Services are needed in order for a Core Service to be Delivered8.8.3 Enhancing Services are Excitement Factors8.8.4 Deliver the Basic Outcomes Desired by the Customer8.8.5 Represent the Value the Customer Wants8.8.6 Supporting Services8.8.7 Either Enable or Enhance the Value Proposition8.8.8 Packaging Core and Supporting Services is an Essential Aspect of Market

Strategy8.8.9 Packaging will also have an Impact on the Design and Operations of a Service

8. STRATEGY PRINCIPLES

ITIL

Serv

ice S

trate

gy

9.1 Strategic Asset 9.1.1 Service Management

9.2 Service Assets9.2.1 Resources

9.2.1.1 Finances9.2.1.2 Infrastructure9.2.1.3 Applications9.2.1.4 People9.2.1.5 Information

9.2.2 Capabilities9.2.2.1 Management9.2.2.2 Organization9.2.2.3 Processes9.2.2.4 Knowledge9.2.2.5 People

9. ASSETS

ITIL

Serv

ice S

trate

gy

10.1 Future versus Present10.2 Operational Effectiveness vs Improvements in Functionality10.3 Value Capture

10. OPPOSING DYNAMICS

ITIL

Serv

ice S

trate

gy

11.1 Perspective Vision11.2 Positions Business Portrayal11.3 Plans How to Achieve Vision11.4 Patterns Ongoing Actions

11. 4 P’s

ITIL

Serv

ice S

trate

gy

12.1 Cost Effectiveness12.2 Value for Customer12.3 Standardized Processes12.4 Services Create Value12.5 Respond Quickly to Changes in Business Environment

12. BENEFITS