Wednesday, January 27, 2010

Service Strategy

A view of ITIL that aligns business and IT so that each brings out the best in the other. It ensures that every element of the Service Lifecycle is focused on customer outcomes and relates to all the companion process elements that follow. Subsequent titles in the core set will link deliverables to meeting the business goals, requirements and service management principles described in this publication.
Each of the five core titles shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced. Concepts and guidance in this publication include:
- Service Management strategy and value planning.
- Linking IT service strategy to business needs.
- Planning and implementing service strategy.

Brief Table of Contents:
Service Management as a Practice
Service Strategy Principles
Service Strategy
Service Economics
Strategy and Organization
Strategy, Tactics and Operations
Technology and Strategy
Challenges, Critical Success Factors and Risks
Appendix A: Present Value of an Annuity
Appendix B: Supplementary Guidance

File size: 6 MB
File type: PDF (OCR)