MLTI 7 - Service Strategy Part 1 #ServiceStrategy #ITIL — Transcript

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1. 0:00Hi everyone, in this video we will
2. 0:03learn about service strategy. Let's get
3. 0:06started. In this first part of the
4. 0:10video, we will learn about the
5. 0:12definition of strategy, the goals and
6. 0:14benefits of service strategy, and the
7. 0:16definition and categorization of
8. 0:18service portfolios. Strategy. Strategy
9. 0:24is a high-level or long-term plan to
10. 0:27achieve something. We need to
11. 0:29understand our IT service goals to be
12. 0:32able to formulate an IT service
13. 0:33strategy. This doesn't just provide an
14. 0:37understanding of what IT should do, but
15. 0:40why we are doing it. The difference
16. 0:46between strategy and tactics. Strategy
17. 0:49is the general approach to achieving a
18. 0:51goal. Meanwhile, tactics are the
19. 0:53specific ways to implement the chosen
20. 0:55strategy. The goal of service strategy
21. 1:00is to formulate the 4Ps: Perspective,
22. 1:03such as the IT service vision and
23. 1:05mission, goals, and objectives;
24. 1:07Position, such as differentiation and
25. 1:10target market; Plans, such as long-term
26. 1:12IT service plans; and finally, patterns
27. 1:15of service. ITIL calls the collection
28. 1:22of activities to formulate an IT
29. 1:24service strategy the Strategy
30. 1:25Management for IT Services process, or
31. 1:28generating strategies. Benefits of
32. 1:33service strategy. First, making IT a
33. 1:36strategic asset. Second, making the IT
34. 1:39department think and act systematically
35. 1:40and strategically. Third, ensuring the
36. 1:43alignment of IT service provider
37. 1:45activities with the important outcomes
38. 1:46expected by customers. Fourth, IT
39. 1:49services can satisfy customers. And
40. 1:51fifth, IT services can respond to
41. 1:52changes in the business environment
42. 1:54quickly and effectively. Scope of
43. 1:58service strategy. First, defining the
44. 2:01strategy for providing IT services.
45. 2:04Second, defining the strategy for
46. 2:06managing those IT services. Service
47. 2:11portfolio. A service portfolio is a
48. 2:14list of all IT services provided by an
49. 2:17IT service provider over the long term,
50. 2:19including past, present, and future IT
51. 2:21services. Besides the list of IT
52. 2:27services, the service portfolio also
53. 2:29includes commitments or contracts for
54. 2:31current and future services, service
55. 2:33status, third-party services, and
56. 2:35service changes initiated by the
57. 2:37Continual Service Improvement (CSI)
58. 2:39stage. Just a reminder, CSI is the one
59. 2:45in the ITIL Service Lifecycle earlier.
60. 2:48Here it is depicted in gray. Physically
61. 2:54, the service portfolio is stored and
62. 2:56managed in a database called the
63. 2:58Service Knowledge Management System. In
64. 3:04the service portfolio, there is a list
65. 3:05of IT services. Now, those IT services
66. 3:08are grouped into three categories.
67. 3:10First, service pipeline, second,
68. 3:12service catalog, and third, retired
69. 3:14services. Okay, so this is an overview
70. 3:18of the Service Knowledge Management
71. 3:20System. At the very top is the SKMS, or
72. 3:23Service Knowledge Management System,
73. 3:25where all service portfolios are stored
74. 3:27and managed. Inside that is the service
75. 3:30portfolio, which is the entire list of
76. 3:32services. Now, those services are
77. 3:35divided into three: service pipeline,
78. 3:37service catalog, and retired services.
79. 3:40Of these three service types, only the
80. 3:42service catalog is visible to customers
81. 3:44and the support team. Service pipeline
82. 3:50represents IT services that are new and
83. 3:52still in the proposal, planning, or
84. 3:54development stage. Here, IT services
85. 3:57are still in the service strategy or
86. 3:59service design stage. Since these IT
87. 4:02services are still proposals, they
88. 4:04haven't been built, approved, or
89. 4:06implemented in the actual work
90. 4:08environment. The service catalog is a
91. 4:14list of IT services currently running
92. 4:16and those approved and ready to be
93. 4:18deployed in the actual environment.
94. 4:21Even though this application is yet to
95. 4:23be built. This service catalog can be
96. 4:27likened to looking at a motorcycle
97. 4:29brochure for bikes we can buy at a
98. 4:31dealer. There are bikes we can buy and
99. 4:33ride immediately. But there are also
100. 4:36ones we must order first to be
101. 4:38assembled and delivered months later.
102. 4:43Retired service. Retired service refers
103. 4:45to IT services that were previously
104. 4:47provided and have now been discontinued
105. 4:49. Information about these retired
106. 4:52services is important to anticipate if
107. 4:54these IT services are needed again in
108. 4:56the future. So, the service provider
109. 5:00knows which service assets were once
110. 5:02owned and used for those specific
111. 5:04services. An example of a service
112. 5:10portfolio. Information regarding the
113. 5:13future implementation of Windows 10.
114. 5:15This is included in the service
115. 5:16pipeline. Then, currently, Windows 8 is
116. 5:18accessible. This is the service catalog
117. 5:21, and Windows XP is recorded as a
118. 5:24retired service. This part includes
119. 5:26retired services. Okay, the video is
120. 5:31finished. Let's move on to the next
121. 5:32video, everyone. Yeah.