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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
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