ITIL/Foundation/Strategy

This lesson introduces the strategy part Information Technology Infrastructure Library 2011.

Objectives and Skills

Objectives and skills for this IT Service management section of the ITIL foundation include:

• Define the main ITIL components.

Activities

1. Review the key terms, then the questions below.
2. Review the questions below.
3. Use the Discuss page to post comments and questions regarding this lesson.

Key Terms

Service strategy

“ A stage in the lifecycle of a service. Service strategy defines the perspective, position, plans and patterns that a service provider needs to execute to meet an organization’s business outcomes. Service strategy includes the following processes: strategy management for IT services, service portfolio management, financial management for IT services, demand management, and business relationship management. Although these processes are associated with service strategy, most processes have activities that take place across multiple stages of the service lifecycle. ” — "ITIL® 2011 glossary and abbreviations - English". December 11, 2013. Retrieved August 25, 2014.

"ITIL® 2011 glossary and abbreviations - English". December 11, 2013. Retrieved August 25, 2014.

Pattern of Business Activity

“ A workload profile of one or more business activities. Patterns of business activity are used to help the IT service provider understand and plan for different levels of business activity. ” — "ITIL® 2011 glossary and abbreviations - English". December 11, 2013. Retrieved August 25, 2014.

"ITIL® 2011 glossary and abbreviations - English". December 11, 2013. Retrieved August 25, 2014.

Service portfolio

“ The complete set of services that is managed by a service provider. The service portfolio is used to manage the entire lifecycle of all services, and includes three categories: service pipeline (proposed or in development), service catalogue (live or available for deployment), and retired services. ” — "ITIL® 2011 glossary and abbreviations - English". December 11, 2013. Retrieved August 25, 2014.

"ITIL® 2011 glossary and abbreviations - English". December 11, 2013. Retrieved August 25, 2014.

Service catalog

“ A database or structured document with information about all live IT services, including those available for deployment. The service catalogue is part of the service portfolio and contains information about two types of IT service: customer-facing services that are visible to the business; and supporting services required by the service provider to deliver customer-facing services. ” — "ITIL® 2011 glossary and abbreviations - English". December 11, 2013. Retrieved August 25, 2014.

"ITIL® 2011 glossary and abbreviations - English". December 11, 2013. Retrieved August 25, 2014.

Business case

“ Justification for a significant item of expenditure. The business case includes information about costs, benefits, options, issues, risks and possible problems. ” — "ITIL® 2011 glossary and abbreviations - English". December 11, 2013. Retrieved August 25, 2014.

"ITIL® 2011 glossary and abbreviations - English". December 11, 2013. Retrieved August 25, 2014.

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. ” — "ITIL® 2011 glossary and abbreviations - English". December 11, 2013. Retrieved August 25, 2014.

"ITIL® 2011 glossary and abbreviations - English". December 11, 2013. Retrieved August 25, 2014.

Risk

“ A possible event that could cause harm or loss, or affect the ability to achieve objectives. A risk is measured by the probability of a threat, the vulnerability of the asset to that threat, and the impact it would have if it occurred. Risk can also be defined as uncertainty of outcome, and can be used in the context of measuring the probability of positive outcomes as well as negative outcomes. ” — "ITIL® 2011 glossary and abbreviations - English". December 11, 2013. Retrieved August 25, 2014.

"ITIL® 2011 glossary and abbreviations - English". December 11, 2013. Retrieved August 25, 2014.

Review Questions

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Review all the ITIL definitions seen in the sub chapters previously listed:

Point added for a correct answer:
Points for an incorrect answer:
Ignore the questions' coefficients:

1 Which of the following objectives apply to service strategy?

	Define clearly the needed supporting services to limit improvement that would be further needed during the next lifecycle stages.
	Define how services will be delivered and funded.
	Define services and identify customers who could use them.
	Ensure the organizations ability to handle the cost and risk associated with the service portfolio.
	Facilitate the services implementation into the existing services.
	Identify opportunities to deliver services.
	Link provider activities with customer critical outcomes.
	Think about why something has to be done before thinking of how.
	Turn business strategies into a plan to deliver the business objectives.
	Understand what capabilities are needed to properly deliver a service.

2 What value characteristics have to be taken into account during strategy phase?

	An efficient service has to deal with a value that will not change over time.
	The provider has to deliver as much feature he can for what the customer is ready to pay.
	The provider should define a proper value to his service.
	The provider should not be only seen as a cost but mostly as a value contributor.

3 What is the definition of the three service value parts that have to be defined during service strategy step?

Outcome	Perception	Preference
			What a customer would like.
			What a customer will receive.
			How a customer see what he get.

4 What elements have to be taken in account by a customer when he estimates the value of a service?

	The revenue the customer will be able to generate with the service.
	What the customer would have to pay if he get the service by himself.
	What the customer will lose by no more delivering by himself the service.
	What the provider will ask the customer to pay.

5 What means PBA acronym?

	Pattern of Business Activity.
	Previous Baseline Application.
	Process Build Assessment.
	Proposed Billing Acknowledgement.

6 What are various PBA items that have to be defined?

	Asset requirements.
	Attributes.
	Classifications.
	Funding.
	KPI.
	Requirements.

7 To which service part should a portfolio be focused on?

	The value.
	The OLA.
	The processes.

8 What is the intended audience of a service portfolio?

	Customer.
	Provider.
	Supplier.
	User.

9 What will contain a service portfolio?

	All enabling services.
	Retired services.
	Services nowadays under development.
	The price of the services.

ITIL 2011 Foundation
Service Management		Design