Service strategyThis volume provides guidance on how to design, develop and implement service management both as an organisational capability and a strategic asset. It is a guide to a strategic review of ITIL-based service management capabilities, with the aim of improving their alignment with overall business needs. It is written primarily for senior managers who provide leadership and direction in the form of objectives, plans and policies. It is also benefits mangers at other levels, by explaining the logic of senior management decisions. |
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analysis applications automation business activity business outcomes business processes business services business unit capabilities and resources Capacity Management COBIT components Configuration Item constraints context Continual Service Improvement Contract Portfolio coordination core service costs and risks create value critical success factors customer assets customer outcomes Customer Portfolio decisions defined deliver demand DIKW effect example Figure Financial Management functions increase infrastructure interactions internal investments ITIL knowledge Management Service market spaces measure MTBF Net Present Value organization organization's organizational outsourcing patterns performance perspective plans PRINCE2 responsible return on assets separation of concerns service assets Service Catalogue Service Design Service Desk Service Level Agreement Service Lifecycle Service models Service Operation service package Service Portfolio service providers Service Strategy Service Transition service units shared services SLPs structure Type I providers users utility and warranty value capture value for customers value network