Please enable JavaScript.
Coggle requires JavaScript to display documents.
ITIL: Service Strategy (RACI Model (Description: Maps roles and…
ITIL: Service Strategy
-
Service Assets
Resource
Description: A generic term that includes IT infrastructure, people, money, or anything else that might help to deliver a service
Capability
Description: The ability of an organization, person, process, application, configuration item or service to carry out an activity
Important Capabilities
-
Functions: Organizational units specialized to perform certain types of work and responsible for specific outcomes
Roles: A set of responsibilities, activities and authorities granted to a person/team
RACI Model
-
-
A: Accountable - Individual accountable for task results. An accountable must approve work that a responsible provides.
-
-
Overview
- Primarly addresses issues at the top management level
- Defines service level packages containing the desierd utility an warranty for IT services
- Establishes an overall strategy for IT services and IT service management
Main Goals
- Show organizations how to transform service management from an organizational capability into a strategic asset and to then think and act in a strategic manner.
- Help clarify the relationships between various services, systems or processes and the business models, strategies or objectives they support.
- Handle the costs and risks associated with an organziation's service portfolio
Business Value
- Creates an offering to fulfill particular needs of the customer
- Provides guidance on designing and utilizing service management as a strategic asset
- Sets the principles for developing service management policies, guidelines and processes across the service lifecycle
Key Questions
- Which services are offered to whom?
- How do we create value to our customers?
- How do we define service quality?
- How do we optimize our services?
-
Service Value
Determined by:
- What the customer prefers
- What the customer perceives
- What the customer actually gets
Processes
-
Demand Management
Main goal: Try to understand and influence customer demand for services and provide the capacity to meet these demands
Key Activities
- Forecasting, monitoring and understanding demand for all services
- Ensure that supply and demand are well balanced
- Prevent insufficient capacity that impacts the quality of the delivered services
- Pattern matching using PBAs and UPs as a systematic approach to managing customer demand
Financial Management
Main Goal: Provide cost-effective stewardship of the iT assets and resources used in providing IT services
Key Activities
- Determine the financial value of IT services provided to customers
- Evaluate services and plan for future investments to optimize IT spending
- Monitor IT expenses against budgeted goals and prevent deficits and losses
Basic Concepts
Budgeting: The process of predicting and controlling the spending of money within the organization. Consists of a periodic negotiation cycle to set budgets and day-to-day budget monitoring.
IT Accounting: The set of processes that enable the IT organization to account fully for the way its money is spent. Should be overseen by someone trained in accountancy.
-