Transcription
ITIL Version 3Service StrategyITIL V3 – Service Strategy-Página: 1 de 373
The ITIL Core consists of five publications. Each providesthe guidance necessary for an integrated approach, asrequired by the ISO/IEC 20000 standard specification: Service StrategyService DesignService TransitionService OperationContinual Service Improvement.ITIL V3 – Service Strategy-Página: 2 de 373
I N D I C EForeword.9OGC’s foreword . 9Preface .11Contact information. 12Acknowledgements.12Chief Architect and authors . 12ITIL authoring team. 12Mentors . 13Further contributions . 13The ITIL Advisory Group . 13Reviewers . 131 Introduction .151.1 Overview . 151.2 Context. 201.2.1 Information technology and services. 201.2.2 Good practice in the public domain . 211.2.3 ITIL and good practice in service management . 231.2.3.1 Service Strategy.241.2.3.2 Service Design.251.2.3.3 Service Transition .251.2.3.4 Service Operation .261.2.3.5 Continual Service Improvement .261.3 Purpose. 271.4 Expected use . 281.4.1 Some warnings. 282 Service management as a practice.312.1 What is service management? . 312.2 What are services? . 332.2.1 The value proposition . 332.2.2 Value composition . 352.3 The business process. 372.4 Principles of service management . 392.4.1 Specialization and coordination. 392.4.2 The agency principle . 402.4.3 Encapsulation . 412.4.3.1 Separation of concerns .412.4.3.2 Modularity .422.4.3.3 Loose coupling.422.4.4 Principles of systems. 432.4.4.1 Open-loop and closed-loop control processes. 432.4.4.2 Feedback and learning . 442.5 The Service Lifecycle. 44The Lifecycle. 452.5.1 Lifecycle and systems thinking. 462.6 Functions and processes across the Lifecycle . 482.6.1 Functions . 482.6.2 Processes. 48ITIL V3 – Service Strategy-Página: 3 de 373
2.6.3 Specialization and coordination across the lifecycle . 493 Service strategy principles .513.1 Value creation . 523.1.1 Mind the gap. 523.1.2 Marketing mindset . 543.1.3 Framing the value of services . 553.1.4 Communicating utility . 573.1.4.1 In terms of outcomes supported.573.1.4.2 In terms of ownership costs and risks avoided.573.1.5 Communicating warranty. 583.1.5.1 Availability .593.1.5.2 Capacity .593.1.5.3 Continuity .603.1.5.4 Security .603.1.6 Combined effect of utility and warranty . 613.2 Service assets. 643.2.1 Resources and capabilities. 643.2.2 Business units and service units . 663.2.2.1 The business unit.663.2.2.2 The service unit.673.3 Service provider types . 693.3.1 Type I (internal service provider). 693.3.2 Type II (shared services unit) . 703.3.3 Type III (external service provider). 723.3.4 How do customers choose between types?. 733.3.5 The relative advantage of incumbency. 763.4 Service structures . 773.4.1 From value chains to value networks . 773.4.2 Service systems . 803.5 Service strategy fundamentals . 853.5.1 Fundamental aspects of strategy . 853.5.1.1 Government and non-profit organizations .913.5.2 The Four Ps of strategy . 923.5.3 Strategy as a perspective . 943.5.4 Strategy as a position . 953.5.4.1 Variety-based positioning.953.5.4.2 Needs-based positioning.963.5.4.3 Access-based positioning .963.5.5 Strategy as a plan. 993.5.6 Strategy as a pattern . 1004 Service strategy .1034.1 Define the market . 1034.1.1 Services and strategy . 1034.1.2 Understand the customer . 1034.1.3 Understand the opportunities . 1044.1.4 Classify and visualize . 1074.2 Develop the offerings. 1114.2.1 Market space . 1114.2.2 Outcome-based definition of services . 1124.2.3 Service Portfolio, Pipeline and Catalogue . 1164.2.3.1 Service Catalogue.1184.2.3.2 Service Pipeline .1204.2.3.3 Retired services .1204.2.3.4 The role of Service Transition .1214.3 Develop strategic assets . 1234.3.1 Service management as a closed-loop control system. 125ITIL V3 – Service Strategy-Página: 4 de 373
4.3.2 Service management as a strategic asset . 1264.3.2.1 Increasing the service potential.1274.3.2.2 Increasing performance potential .1284.3.2.3 Demand, capacity and cost.1304.4 Prepare for execution . 1314.4.1 Strategic assessment . 1314.4.2
ITIL V3 – Service Strategy - Página: 2 de 373 The ITIL Core consists of five publications. Each provides the guidance necessary for an integrated approach, as required by the ISO/IEC 20000 standard specification : Service Strategy Service Design
