To succeed in Service management you need a carefully developed long-term plan or a strategy. Although you might dedicate time and resources intor developing this plan on you own, in fact, you don’t need to, since you can benefit from an already developed and established strategy that you only have to apply. This is the case with ITIL which is short for Information Technology Infrastructure Library, which is a collection of practices IT businesses may follow in order to manage their services according to the actual needs of the business. In the following article, we want to provide you with a better idea of what ITIL is to see, and in which ways it can be beneficial to your business.
The key components of the ITIL service lifecycle are the phases of the ITIL lifecycle. They are Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.
Another series of building blocks that make up service strategy are called “the four P’s” based on the letter each of them occasionally starts with. These are:
Perspective: Analyzing the possible perspectives and vectors of the service strategy development.
Position: Analyzing the strategies of other players on the market to figure out where you are and where you have to head.
Plan: Firuging out, what kind of actions may lead to reaching your goals.
Pattern: The plan of regulating actions that make up the lifecycle of your organization, including such common routines as management systems, schedules, budgets, policies, and processes.
Among the components described above, the last but not least thing to keep in mind when it comes to ITIL are the 5 key service strategy processes.
Strategy management for IT services is about planning the strategy itself and making sure that it aligns with the organization. The key stages of this process are assessment, definition, and execution of strategies for your services.
The financial side of service management encompasses such stages as accounting, budgeting, and charging services so the service eventually produces benefits.
Accounting: Accounting is responsible for calculating the expenditures and profits of your project. Accounting is usually performed by a dedicated specialist. This specialist performs analyses of costs and benefits, evaluates expenditures, and keeps track of every cent spent. In this way, you have an accurate idea about the conditions of your finances and can make weighed decisions about further investments.
Budgeting: Calculating and planning your budget is fundamental for the success of your IT services. Generally, you would revise and plan your budget every year, not forgetting about its constant monitoring.
The budget for IT services can be categorized into capital expenditures, operations costs, and strategic investments.
Charging: Charging refers to collecting fees from your customers for using your services. It encompasses shaping prices and organizing pricing plans as well as a chargeback system.
Service portfolio refers to the general collection of services you offer. The purpose of service portfolio management is to make sure that the services you offer correspond to your strategies and objectives. In this way, you can adjust your services to your current interests, remove obsolete services, and add new ones.
The service portfolio consists of three elements:
The services catalog refers to what services you offer at the moment.
The service pipeline encompasses services that aren’t yet accessible to your customers, those who are under development or revision. Besides that, the pipeline also covers your plans and perspective on the service you offer, and the planned future of the current services.
The retired services include the services you used to offer and have removed for this or that reason.
Service portfolio management is generally about following your services through their lifecycle in a range of aspects.
Basic portfolio management includes such 4 steps:
During these steps, you’ll figure out responses to various questions that may arise during the lifecycle of a service:
Demand management is about understanding, analyzing, and taking advantage of the potential desires of your target audience. By understanding the demand, you can organize your service in a way that exactly meets your customer’s needs while you don’t have to make extra expenses. There are three main elements of demand management – analyzing, anticipating, and influencing.
Analyzing: This practice involves collecting data about the activities related to the service from different sources. This may include the numbers of when your service was purchased, when, by whom, and in what regions. Such the network data on your website, like traffic, and network usage, can also be helpful to get a general picture of visits to your website and take advantage of it.
Anticipating: Use various methods to establish communication with your customers. Analyze trends and try to figure out what the potential future needs of your customers.
Influencing: In certain cases, you might want to direct the needs of your customers to make them better correspond with the conditions of your offers. This can be expressed in the form of additional fees for exceeding service usage or bandwidth throttling. These practices may be especially relevant when your business resources are limited and excessive demand will be associated with financial strains.
Managing relationships with your customers is crucial for ensuring long-term loyalty. This encompasses practices that ensure that the service delivery makes your customers as satisfied as possible. They include establishing clear and efficient communication with your customers, attracting new customers, analyzing both positive and negative feedback, and taking steps to better satisfy the demand.
This has been the overview of some 5 ITIL Service Strategy Processes. Following them may give a clear and logical backbone to managing and developing your business, so we hope that the information presented will be helpful and wish you good luck.