CSU: ITIL v3 Service Strategy Goals and Objectives

This video introduces the service strategy goals and objectives.
Service Strategy is one of the five ITIL core publications that together make up the ITIL v3 framework. Although not a standard ITIL v3 is commonly used worldwide to (further) enhance the efficiency and effectiveness of providing IT services to customers.
ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is registered in the U.S. Patent and Trademark Office.

Category:

Education

Tags:

• CSU
• ITIL
• V3
• Service
• Strategy
• Goals
• and
• Objectives

[ITGovernanceLtd]

Sound is a bit low, but I like the detailed insight into Service Strategy.

[IsleBeeBach]

@ITGovernanceLtd I know :) The first 50 videos or so were recorded with a simple headset - the later ones were recorded with a semi-pro microphone. Once OGC/APMG have made up their mind on what the latest syllabus for ITIL V3:2011 will look like, then I'll be recording a full new set :) Thanks for the feedback.

[GoodDeedsLeadTo]

Why is allocation of resources and capabilities part or portfolio management?

[IsleBeeBach]

@GoodDeedsLeadTo This is because Portfolio Management sets the priorities for the various portfolios, programs and projects. They decide what will happen next (add, modify, retire IT services). Please don't see Portfolio Management acting in isolation from processes like the Strategic process, Demand Management and Financial Management for IT Services - these are extremely tightly integrated with each other and one would not make a decision without getting advice and input from the others.

[GoodDeedsLeadTo]

Could you show an example of prioritizing services (Service Strategy) using SWOT analysis? Thanks

[IsleBeeBach]

@GoodDeedsLeadTo I only have 500 characters here ;-) Use items like the Boston matrix, the Ansoff matrix, Balanced Score Card, Risk Management, EVM principles, Customer feedback scores, Demand/supply reqs, etc. to score each service on the SWOT diagram. Apply weighting factors where applicable and create a formula that calculates your overall "SWOT" value. Prioritize all services based on SWOT value and perform this exercise at least annually (apply minor updates quarterly). Yes, it depends!

[ladyjewelsforever]

great! very clear thanks