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ITSM (THE FOUR Ps OF STRATEGY (Strategy as a Perspective, Strategy as a…
ITSM
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DEVELOPING STRATEGY FOR SPECIFIC SERVICES: In terms of the development of a strategy for a specific service offering, the key
elements are concerned with a series of activities that involve:
• developing through demand management an understanding of the customer’s priorities in relation to patterns of business activity (PBAs).
• developing a specification based on the outcomes required by the customer,including the utility and warranty required;
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• understanding the outcomes the customer wants from the service and how the service will deliver benefit;
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In developing a service strategy it is essential to recognise that generation of value
to the business requires a combination of the IT service provider’s assets and the
customer’s assets. This means that the development of service strategy must be
informed by knowledge of the customer’s resources and capabilities, and the opportunities,
threats, vulnerabilities and risks associated with them. The IT service
provider must look outwards as well as inwards.
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