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    Overview of ITIL

    ITIL is the most widely recognized framework for ITSM in the world. In the 20 years since it was created, ITIL has evolved and changed its breadth technologies and business practices have developed.

    Overview of ITIL

    ITIL is the most widely recognized framework for ITSM in the world. In the 20 years since it was created, ITIL has evolved and changed its breadth technologies and business practices have developed. ISO/IEC 20000 provides a formal and universal standard for organizations seeking to have their service management capabilities audited and certified. While ISO/IEC 20000 is a standard to be achieved and maintained, ITIL offers a body of knowledge useful for achieving the standard.

    The key concepts of ITIL :

    We will be covering a few key concepts of ITIL like Functions, Roles, Processes etc.

    Explore Service Lifecycle and its phases

    ITIL is organized around a service lifecycle which includes service strategy, service design, service transition, service operation, and continual service improvement. The Wycliffe starts with service strategy

    Understanding who the IT customers are?

    The services to be offered that are required to meet the customer's needs

    The IT capabilities and resources that are required to develop these offerings.

    And the requirements for executing them successfully.

    Service design ensures that changed services are designed effectively to meet customer expectations. Through the service transition phase of the lifecycle, the design is built, tested and moved into production to enable the customer to achieve the desired value. Once transitioned, service operation then delivers the service on an ongoing basis, overseeing the daily overall health of the service. Enveloping the service lifecycle is continual service improvement (CSI).

    Define Service Strategy processes?

    At the center of the service, the lifecycle is service strategy, Value creation begins here with understanding organizational objectives and customer needs. Every organizational asset includes people, processes and products which will support the strategy. ITIL Service Strategy (this publication) provides guidance on how to view service management not only as an organizational capability but as a strategic asset. It describes the principles underpinning the practice of service management which is useful for developing service management policies, guidelines, and processes across the ITIL service.

    Topics covered in ITIL Service Strategy include:

    1. The development of market spaces

    2. Characteristics of internal and external provider types

    3. Service assets

    4. The service portfolio and implementation of strategy through the service lifecycle.

    5. Business relationship management

    6. Demand management

    7. Financial Management

    8. Organizational development and strategic risks

    Define Service Design processes

    Service design is the stage in the lifecycle that turns a service strategy into a plan for delivering the business objectives. For services to provide true value to the business, they must design the business objectives in mind. Design encompasses the whole IT organization, for it is the organization as a whole that delivers and supports the services.

    ITIL Service Design provides guidance for the design and development of services and service management practices. It covers design principles and methods for converting strategic objectives into portfolios of services and service assets.

    The scope of ITIL Service Design is not limited to new services :

    It includes the changes and improvements necessary to increase or maintain value to customers over the lifecycle of services, the continuity of services achievement of service levels and conformance to standards and regulations. It guides organizations on how to develop the design capabilities for service management.

    Other topics in ITIL Service Design include :

    Design coordination,

    Service catalogue management,

    Service level Management,

    Availability management,

    Capacity management,

    IT service Continuity management, Information security management

    Supplier management.

    Define Service Transition processes

    ITIL Service Transition provides guidance for the development and improvement of capabilities for introducing new and changed services into supported environments. It describes how to change an organization from one state to another while controlling risk and supporting organizational knowledge for decision support. It ensures that the values identified in the service strategy and encoded in service design are effectively transitioned so that they can be realized in service operation.

    Define Service Operation processes

    ITIL Service Operation describes best practice for managing services in supported environments. It includes guidance on achieving effectiveness and efficiency in the delivery and support of services to ensure value for the customer, the users, and the service provider. Strategic objectives are ultimately realized through service operation, therefore making it a critical capability. ITIL Service Operation provides guidance on how to maintain stability in a service operation, allowing for changes in design, scale, scope and service levels.

    Define the Continual Service Improvement (CSI) process

    ITIL Continual Service Improvement provides guidance on creating and maintaining value for customers through better strategy, design, transition and operation of services.

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    Solved ITIL Continual Service Improvement provides guidance

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    Itil Foundation Certification Notes : The Itil Service Life Cycle & Service Strategy

    Service strategy shows organizations how to transform service management from an organizational capability into a strategic asset, and to then think and act in a strategic manner.

    ITIL® Foundation Certification Notes : The ITIL® Service Life Cycle & Service Strategy

    ITIL® Foundation Certification Notes : The ITIL® Service Life Cycle & Service Strategy 2. The ITIL Service Life Cycle

    ITIL consists of the following components:

    The ITIL Core: a set of five publications containing the best practice guidance applicable to all organizations providing services

    The ITIL Complementary Guidance: a auxiliary set of publications (online or printed) detailing the application of ITIL to specific industries, organization and technology platform

    The ITIL core consists of five lifecycle publications. They are as follows:

    1) ITIL Service Strategy - The phase of strategic planning of service management capabilities, and the alignment of service and business strategies.

    2) ITIL Service Design The phase of designing and developing appropriate IT services, including architecture, processes, policy and documents. The design goal is to meet the current and future business requirements.

    3) ITIL Service Transition: The phase of realizing the requirements from previous stages, and improving the capabilities for the transition of new and modified services to production.

    4) ITIL Service Operation: The phase of achieving effectiveness and efficiency in providing and supporting services in order to ensure value for the customer and the service provider.

    5) ITIL Continual Service Improvement: The phase of creating and maintaining the value for the customer by design improvement, and service introduction and operation.

    Figure: THE ITIL Service Life Cycle

    3. Service Strategy

    Service strategy shows organizations how to transform service management from an organizational capability into a strategic asset, and to then think and act in a strategic manner.

    Service strategy helps clarify the relationships between various services, systems or processes and the business models, strategies or objectives they support.

    3.1 Purpose of Service Strategy

    The purpose of the Service Strategy is to define the perspective, position, plans and patterns that a service provider needs to be able to execute to meet an organization's business outcomes

    3.2 Objectives of service Strategy

    1) Provide business stakeholder value

    2) Differentiate the organization

    3) Make solid cases for investment

    4) Resolve conflicting demands for services

    5) Improve service quality by strategic planning

    3.3 Scope of service Strategy

    1) Generic principles and processes of service management. These generic principles are applied consistently to IT service management

    2) Intended for use by both internal and external service providers, and includes guidance for organizations which are required to offer IT services as a profitable business, as well as those which are required to offer IT services to other business units within the same organization - at no profit

    3) Two aspects of strategy:

    a) Defining a strategy whereby a service provider will deliver services to meet a customer's business outcomes.

    b) Defining a strategy for how to manage those services

    3.4 Value to business

    1) Provides guidance on how to design, and put in place service management as a strategic asset.

    2) Sets the principles for developing service management policies, guidelines and processes across the service lifecycle.

    3) Sets objectives and expectations of performance towards serving customers and market spaces.

    4) Identifies and prioritizes opportunities.

    5) Ensures that organizations can manage the costs and risks associated with their service portfolios.

    6) Asks questions and plans a strategy for how to do something before progressing

    3.5 Basic concepts in Service Strategy

    1) Utility: also called 'fitness for purpose' involves the ability of the service to remove constraints or increase the performance of the customer.

    2) Warranty: also called 'fitness for use' is the ability of the service to operate reliably.

    3) Assets, Resources and capabilities

    a) Assets: Asset is any resource or capability

    Customer asset: asset used by a customer to achieve a business outcome

    Service asset: asset used by a service provider to deliver services to a customer

    b) Resources are the direct inputs for the production of services.

    Example: Money, IT Infrastructure, people, or anything else that might help delivering an IT service.

    c) Capabilities are the assets that represent the organization's ability/ knowledge to do something to achieve value

    Example: organization, processes, management, etc.

    4) Service Portfolio: is the entire set of services under management by a Service Provider. It consists of three major parts: Service Pipeline, Service Catalog, and Retired Services.

    5) Governance: Governance ensures that policies and strategy are actually implemented, and that required processes are correctly followed. Governance includes defining roles and responsibilities, measuring and reporting, and taking actions to resolve any issues identified.

    6) Business case: is a structured and documented justification for investment in something expected to deliver value in return. Business Cases are used during Service Strategy to evaluate the feasibility and desirability of creating and providing various IT Services.

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