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Chapter 4 ■ Service Strategy 5. Understand customer’s requirements for developing new services or changing existing services. 6. Manage conflicts where necessary. 7. Provide a path for the customer to initiate and lodge complaints if services are not up to the expected levels. This ensures that the customer reaches out to the identified chain of command rather than going after the customer’s favorites (usually the CEO). 4.8.3.2 Scope of Business Relationship Management BRM is generally known as account management in most of the top service organizations. Each customer or a set of customers is assigned an account manager, depending on the size of the customer. The account managers are tasked with meeting customers on a regular basis, taking them out for dinner and drinks with the sole purpose of feeling the pulse of the customer and ensuring corrective actions if all is not well. In the case of an internal service provider, it is unlikely that an account manager role is set up. One of the senior managers in the IT organization is tasked with putting on the hat of a business relationship manager and understanding the needs and pains of the customer’s business. The following come under the scope of BRM: 1. The business outcomes that the customer wants to achieve through service providers 2. All the services that are offered to the customer, pitched to the customer, how, when, where, and other details of the service 3. Technological advancements that could potentially impact the existing services 4. Customer satisfaction levels 5. Growth of services to meet customer’s future needs 6. Feeling the pulse of the customer pertaining to the service provider 4.9 Practice Exercises 1. Which of these is NOT on of the four Ps associated with service strategy? a. Patterns b. Plans c. Process d. Positions 62
Chapter 4 ■ Service Strategy 2. Value is defined from whose standpoint? a. Customer b. External service provider c. Supplier d. Internal service provider 3. Which of the following is NOT a component of the service portfolio? a. Service pipeline b. Service plan c. Service catalog d. Retired services 4. Why does the financial management process exist? a. To secure funding for IT services b. To develop finance processes for the service strategy phase c. To develop a relationship with the customer for getting more business d. To manage the service portfolio and the cost of all offered IT services 5. Which of the following is NOT an objective of BRM? a. Understand the customer’s requirements b. Measure and report on the individual SLAs c. Manage conflicts d. Ensure customer is satisfied with the offered services 4.10 Summary In this chapter, I explained the four Ps of service strategy and the value creation principle. I also discussed the patterns of business activity, risk management, and governance. I discussed the first set of processes in the ITIL framework, the processes that are embedded in the service strategy phase. I covered the following processes: service portfolio management, financial management, and business relationship management. In the next chapter, you will learn about the second phase of ITIL service lifecycle—service design—the concepts of designing a service and the processes that belong to this phase. 63
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Become ITIL Foundation Certified in
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Become ITIL Foundation Certified in
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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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■ Contents ■Chapter ■ 4: Serv
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■ Contents 6.4 Service Transition
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■ Contents ■Chapter ■ 9: ITIL
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About the Technical Reviewer Sumit
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Preface When my first book, Communi
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CHAPTER 1 Service Management as a P
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Chapter 1 ■ Service Management as
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CHAPTER 6 Service Transition Transi
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Chapter 6 ■ Service Transition
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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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6.4.1.10 Change Management Interfac
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6.5 Practice Exercises 1. Which of
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Chapter 7 ■ Service Operations I
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Chapter 7 ■ Service Operations
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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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