Service Strategy

Service Strategy is a process for achieving the required objectives of the application support team with minimum risk. It helps organization in planning to achieve the defined objective of planned IT services and IT service management (ITSM) practices with manageable cost and risks associated with initiating any new services.

Organizations need to perform below steps to make a strategy:

• Define the value for the planned IT services in the market
• Define the expectations for providing service to the customers
• Identify, prioritize and select opportunities
• Define the policies, guidelines, and processes that will be used to manage the IT services

The following four processes are described within Service Strategy:

STRATEGY GENERATION

This process is used to define the strategy to achieve the defined objective of IT services and IT Service Management which may be the business objectives. Business team needs to understand the objective of the customer and plans accordingly to gets it executed from the application support team.

Below factors are considered for strategy generation:

• Activities performed by the support team
• Expectations of the customer

FINANCIAL MANAGEMENT

Financial management defines the value of a service, its essential assets and sets an operational budget for the service. In Financial management systems, business team keeps eyes on income, expenses, and assets with the objectives of maximizing profits and ensuring sustainability. 

Below activities are performed in financial management:

• Check the outcome from service and cost projections associated with the application support team
• Prepare document to keep a track of investment and charge the customer for services being provided

SERVICE PORTFOLIO MANAGEMENT

In the Service Portfolio Management, the service provider is managing the group of services being delivered. It is a method representing services to support business change, differentiating in terms of the business value.

Below activities are performed for Service Portfolio Management:

• Analyze highly service value according to demand and supply
• Define collection of services which will create business value
• Define the critical success factor, value to be added by the application support team

DEMAND MANAGEMENT

Service providers understand market trend for the service and make a plan to meet demand. Service providers need to check the capacity for providing demanded service in market to avoid:

• Compromise on service quality due to insufficient capacity
• Excess capacity which may result in cost without value

Below activities are performed for Demand Management:

• Define resources that will be in application support team
• Define the process of work such as how user will receive work, communication, terms of service level agreement
• Define priority of work in peak period to avoid impact on service levels or needs to define the alternative way to provide service in peak duration

Conclusion:

Service strategy is important to achieve the goal of accomplishing set objective for application support.

About Author:

Deepak Borole is a consultant in Systems Plus Pvt. Ltd. Within Systems Plus, he actively contributes to the areas of Technology and Information Security. he can be contacted at: 

deepak.borole@spluspl.com