1. ITIL Mind Map v1.0
ITIL Service Strategy
Author: Danny Wong
http://www.linkedin.com/in/chinwhei

2. ITIL Service Strategy
1.Implementation
2.Governance
3.Marketing
4.Service Provider
5.Value
9.Assets
10.Opposing
Dynamics
Mind Set
6.Kano Model
7.Technology
11.4 P's
12.Benefits
8.Strategy
Principles

3. ITIL Service Strategy
1.
1.1
1.2
1.3
1.4
1.5
1.6
1.7
IMPLEMENTATION
Current State Assessment
Target State Definition
Gap Analysis
Project Estimation
Project Consolidation
Roadmap
Designing the strategy
1.7.1
Definition of Roles
1.7.2
Service Portfolio, Customer Portfolio, Customer Agreement Portfolio
1.7.3
Demand Management Procedures, Techniques and Tools
1.7.4
Interfaces between all Service Strategy Processes and other Processes

4. ITIL Service Strategy
2.
GOVERNANCE
2.1 Rules, Policies, Processes by which Businesses are Operated, Regulated, Controlled
2.1.1
Establish and Maintain Business Relationships
2.1.2
Ensure Service Provider can meet Needs of the Business
2.1.3
Assists Business in Articulating Value of Service
2.2 Evaluates, Directs, Monitors the Strategy, Policies and Plans
2.3 Activities
2.3.1
Evaluate
2.3.2
Direct
2.3.3
Monitor
2.4 Framework
2.4.1
Establish Responsibilities
2.4.2
Strategy to Set and Meet Objectives
2.4.3
Acquire for Valid Reasons
2.4.4
Ensure Performance when Required
2.4.5
Ensure Conformance with Rules
2.4.6
Ensure Respect for Human Factors
2.5 Stages
2.5.1
Service through Collaboration
2.5.2
Service through Coordination
2.5.3
Services through Delegation
2.5.4
Services through Direction
2.5.5
Services through Network

5. ITIL Service Strategy
3.
3.1
3.2
3.3
3.4
3.5
3.6
MARKETING MIND SET
What Is our Business?
Who Are our Customers?
What Does the Customer Value?
Who Depends on Our Services?
How Do They Use Our Services?
Why Are They Valuable to Them?

6. ITIL Service Strategy
4.
4.1
4.2
4.3
4.4
4.5
SERVICE PROVIDER
Internal (Type I)
Shared Service Unit (SSU) (Type II)
External (Type III)
Supplies Service to one or more Customers
Disaggregation
4.5.1
Outsourcing
4.6 Aggregation
4.6.1
Insourcing

7. ITIL Service Strategy
5.
5.1
5.2
5.3
5.4
5.5
VALUE
Defined by Customers
Affordable Mix of Features
Achievement of Objectives
Changes over Time and Circumstance
Creating Value
5.5.1
Business Outcome Achieved
5.5.2
Customer's Preferences
5.5.3
Customer's Perception of what was Delivered

8. 6.
KANO MODEL
ITIL Service Strategy
6.1 Basic Factors
6.2 Excitement Factors
6.3 Performance Factors

9. 7.
ITIL Service Strategy
7.1
7.2
7.3
7.4
TECHNOLOGY
Automation can Affect Performance
Simplify Processes
Understand Flow of Activities
Minimize Interactions

10. ITIL Service Strategy
8.
8.1
8.2
8.3
8.4
8.5
8.6
8.7
8.8
STRATEGY PRINCIPLES
Define the Market and Identify Customers
Understand the Customer
Quantify the Outcomes
Classify and Visualize the Service
Understand the Opportunities
Define Services based on Outcomes
Service Models
Define Service Units and Packages
8.8.1
Core Services to Deliver Basic Outcomes
8.8.2
Enabling Services are needed in order for a Core Service to be Delivered
8.8.3
Enhancing Services are Excitement Factors
8.8.4
Deliver the Basic Outcomes Desired by the Customer
8.8.5
Represent the Value the Customer Wants
8.8.6
Supporting Services
8.8.7
Either Enable or Enhance the Value Proposition
8.8.8
Packaging Core and Supporting Services is an Essential Aspect of Market Strategy
8.8.9
Packaging will also have an Impact on the Design and Operations of a Service

11. ITIL Service Strategy
9.
ASSETS
9.1 Strategic Asset
9.1.1
Service Management
9.2 Service Assets
9.2.1
Resources
9.2.1.1 Finances
9.2.1.2 Infrastructure
9.2.1.3 Applications
9.2.1.4 People
9.2.1.5 Information
9.2.2
Capabilities
9.2.2.1 Management
9.2.2.2 Organization
9.2.2.3 Processes
9.2.2.4 Knowledge
9.2.2.5 People

12. 10. OPPOSING DYNAMICS
ITIL Service Strategy
10.1 Future versus Present
10.2 Operational Effectiveness vs Improvements in Functionality
10.3 Value Capture

13. 11. 4 P’s
ITIL Service Strategy
11.1
11.2
11.3
11.4
Perspective Vision
Positions Business Portrayal
Plans How to Achieve Vision
Patterns Ongoing Actions

14. ITIL Service Strategy
12. BENEFITS
12.1
12.2
12.3
12.4
12.5
Cost Effectiveness
Value for Customer
Standardized Processes
Services Create Value
Respond Quickly to Changes in Business Environment