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Chapter 3 ■ ITIL Service Lifecycle 5. The primary objective of service transition phase is to: a. Implement IT services into production b. Ensure all services are working as expected c. Transition services from the supplier to the service provider d. Develop a transitional framework for the organization to transform its services based on the market trends 3.5 Summary In this chapter, I introduced the ITIL lifecycle and its phases. I also explained the differences between designations and roles, and the various generic roles that exist in the ITIL world. Lastly, the most important concept for ensuring that roles and responsibilities are unambiguous, the RACI matrix was introduced and explained with an example. In the next chapter, I will delve into the service strategy lifecycle phase and introduce the service strategy processes and their associated concepts. 44
CHAPTER 4 Service Strategy A strategy delineates a territory in which a company seeks to be unique. —Michael Porter A strategy can make or break a company’s present and future. All companies need direction to be governed and directed in the path that brings value to the customer and sustenance to the service provider. In this chapter, I will discuss the service strategy phase in detail and all the associated processes. A strategy is nothing but a plan, a plan for a company to survive, grow, and accomplish the set objectives. Likewise, in the IT service management industry, an IT services organization requires a strategy to develop and offer services to its customers. These services must cater to the customer, as well as the well-being of the service provider organization. The official definition of ITIL service strategy defines how a service provider will use services to achieve the business outcomes of its customers, thereby enabling the service provider to meet its objectives. 4.1 Purpose of Service Strategy Why does service strategy exist? Why does any other strategy exist? If you are a student of finances and understand business, you know that any business exists for the purpose of making money and expanding the company. In an IT services organization, the business grows by offering services that customers want to buy. Customers buy services that help them, either personally or through servicing their customers. For the customer, the service offered must meet their requirements of value, if not, the customer goes elsewhere. If you were to procure the services of an Internet service provider, you might realize that after using the services for a month it is not meeting your needs in terms of speed and latency. You then are bound to look for an alternate Internet service provider who can meet your expectations. The world of IT services is all about meeting customer’s requirements, ensuring that the customer derives value from the delivered services and thereby growing the coffers of the IT service provider organization. © Abhinav Krishna Kaiser 2017 A. K. Kaiser, Become ITIL Foundation Certified in 7 Days, DOI 10.1007/978-1-4842-2164-8_4 45
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Contents at a Glance About the Auth
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■ Contents 1.8 Internal and Exter
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Page 11 and 12: ■ Contents 6.4 Service Transition
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Page 15 and 16: About the Technical Reviewer Sumit
Page 17 and 18: Preface When my first book, Communi
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CHAPTER 6 Service Transition Transi
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Chapter 6 ■ Service Transition
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6.4.1.3 Types of Change Requests Ch
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6.4.1.7.1 Create a Request for Chan
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6.4.1.7.7 Review and Change Closure
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Chapter 8 ■ Continual Service Imp
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Chapter 9 ■ ITIL Foundation Exam
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Index A Access management and info
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■ INDEX definition, 108 objective
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■ INDEX J JAVA team, 190 K Key
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■ INDEX Service catalog managemen
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■ INDEX OR gate, 19 parts, 20 per
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