ITIL - Service Strategy, Service Package, Service Portfolio Management
The primary objectives of Service Strategy are to:
- Design, develop and implement service management as a strategic asset and assisting growth of the organization.
- Develop the IT organization's capability to manage the costs and risks associated with their service portfolios
- Define the strategic objectives of the IT organization
A Service Package provides a detailed description of package of bundled services available to be delivered to Customers.
Service Level Packages are effective in developing service packages with levels of ultility and warranty appropriate to the customer's needs and in a cost-effective way.
Contents of a service package are
- The core services provided
- Any supporting services provided
- The Service Level Package
Processes included in the Service Strategy lifecycle phase are:
- Service Portfolio Management
- Financial Management
- Demand Management
= Service Portfolio Management – The primary goal of Service Portfolio Management is to provide strategic direction and management of investments into IT Service Management so that an optimum portfolio of services is continually maintained.
A Service Portfolio describes a provider's services in terms of business value.
Services are grouped into three categories
- Service Pipeline (services that have been proposed or in development).
- Service Catalogue (live services or those available for deployment)
- Retired Services (decommissioned services)
= Financial Management – The goal of Financial Management is to provide cost effective stewardship of the IT assets and the financial resources used in providing IT services.
Three fundamental activities for Financial Management for IT Services are
- IT Accounting
- Chargeback – Charging customers for their use of IT Services
= Demand Management – The primary goal of Demand Management is to assist the IT Service Provider in understanding and influencing Customer demand for services and the provision of Capacity to meet these demands.
There are two ways to influence or manage demand:
- Physical / Technical constraints e.g. restrict number of connections, users, running times
- Financial chargeback e.g. using expensive charging for services near full capacity or over capacity quotas
Which ITIL process is responsible for drawing up a charging system?
- Financial Management for IT Services
What is the RACI model used for?
- Documenting the roles and relationships of stakeholders in a process or activity
Which of the following identifies two Service Portfolio components within the Service Lifecycle?
- Requirements Portfolio and Service Catalogue
A Service Level Package is best described as?
- A defined level of utility and warranty associated with a core service package
Setting policies and objectives is the primary concern of which of the following elements of the Service Lifecycle?
- Service Strategy
A service owner is responsible for which of the following?
- Recommending improvements
The utility of a service is best described as:
- Fit for purpose
The 4 P's of ITSM (IT Service Management) are people, partners, processes and:
The contents of a service package includes:
- Core Service Package, Supporting Services Package, Service Level Packages