ITIL Foundation Training teaches us that the ITIL Service Strategy is the first stage in the ITIL Service Lifecycle. ITIL Service Strategy is the link between the business strategy, the IT strategy, and the business vision. IT strategies are created based on the business objectives, vision, and requirements of the organization. These strategies are then developed and tested in the later stages of the ITIL Service Lifecycle.
What is ITIL Service Strategy? How can customer satisfaction be achieved during the ITIL Service Strategy phase How can customer value be ensured in the next stages of the ITIL Service Strategy phase? This blog article will provide more information about ITIL Service Strategy. We will also give you real-life examples of ITIL Service Strategy.
ITIL Service Strategy: Customers value, not costs and risk
We have talked a lot about this Service. Before we explain the ITIL Service Strategy, it might be helpful to start with the ITIL training library perspective official description of the “Service”.
Service is a way to deliver VALUE to customers through facilitating or encouraging outcomes that customers desire. Customers should not be held responsible for any specific costs or risks.
We forget the basic definition of a service too often. We get so caught up in meeting business objectives that we forget to consider the customer’s needs and risks neglecting them during the ITIL Service Strategy stage. The customer wants a specific outcome from your services without incurring unnecessary costs or taking on risks. Nothing more, nothing less. The ITIL Strategy stage is where any IT service begins. The IT service owner must ensure that any service developed during the IT Service Lifecycle is consistent with the definition of an IT service.
Two examples of ITIL Service Strategy that adds value to the customer
When explaining the concept ITIL Service Strategy, it is easy to use examples such as bank financial services and telecom services of an operator. You can think of yourself as a customer of a bank, telecom operator, or other financial institution. You are the customer of the bank or operator, and you perceive the value these organizations provide to you. These services are subject to negotiation on a price, but you don’t bear any responsibility for any specific costs or risks.
Let’s take the first example of ITIL Service Strategy and consider money withdrawal service offered by your bank. Your bank charges a fee to provide these services. You can expect to withdraw money from your bank account when you visit an ATM. Banks provide services that are complex because of the IT, operations, and organizational background. You don’t know the history of this complexity, and you don’t want to be held responsible for it when you receive services from your bank.
A second example of ITIL Service Strategy is when banks transfer money to ATMs. The bank is responsible for the security and risk of money transfers. Can you imagine if a bank or ATM was robbed that the bank would reflect this in your account as a trivial money withdrawal to cover this robbery. This is unacceptable. You pay for the services of your bank. This means that you expect security, operations, and all other services to be provided to you by your bank. The service provider should take responsibility for these risks and the specific costs associated with services.
How can an ITIL Service Strategy bring value to the customer?
When business strategies are being developed, shareholders and the bottom line are often the first things to be considered. To be profitable, customers’ needs and wants must be addressed. A business might have identified new customer markets. An IT Service Strategy that matches these markets will be developed.