Implementing Service Strategy

Question 1

Implementation through the lifecycle

Answer 1

Customer ———————- Market Space
Strategice perspective depending on type I, II, III
Strategic Positions
…

Question 2

Using the life cycle approach - Strategy

Answer 2

Setting the implementation strategy
  (Gap analaysis--current state and where are we trying to get to?)
  -Current state assesment
 -Target state definition
 - Gap analysis
 -Project estimation
 - Project consolidation
 - Roadmap

Question 3

Using the lifecycle approach - Design

Answer 3

Designing the strategy - the following areas will potentiall be included in this design:

• definition of roles for the processes
• the service portfolio, customer portfolio & customer agreeement portfolio
• Demand Mgmt procedures, techniques and tools
• interfaces bewteen all Service Strategy process and other processes

Question 4

Using the lifecycle approach -

Transition

Answer 4

Training of the project teams
Dev or purchase of any tools
Training tool admins
training process managers
testing the tools
testing the process
a pilot deployment
training of users and staff
deployment of the tools and/or processes
post implementation review

Question 5

Using the lifecycle approach -

Operations

Answer 5

Execution of proces activities as defined in the process documentation and according to the defined policies for that process

• Maintenance of the tools used to support these processes
• Monitoring the performance of the processes and the quality of the output of those processes
• Identifying and resolving process exceptions
• Monitoring the overall success of the strategy, services and customer relationships

Question 6

Using the lifecycle approach - CSI

Answer 6

Assessment of the metrics of each process and evaluation of the effectiveness and efficiency of each process

• Revision of the requirements
• ….

Question 7

Impact of Strategy on the other lifecycle stages

Design

Answer 7

• outcomes and constraints
• service models
• patterns of business activity
• Business impact analysis
• Business Relationship Mgmt

Question 8

Impact of Strategy on the other lifecycle stages

Transition

Answer 8

• assists in designing the strategy for how services should be transitioned
• How involved should customers be in the transition process?
• What mechanisms are appropriate for release and deployment
• …

Question 9

Impact of Strategy on the other lifecycle stages

Operations

Answer 9

• Where the value that was anticiapated and designed is finally realised
• Activities are designed and measured usign teh strategic objectives
• Measure how successfully the strategy is being executed

CSI

• uses defined strategies and desired outcomes as a basis for evaluation
• acts as an initiator of strategic change

Question 10

Implementation Challenges

Answer 10

• Complexity
• Coordination and control
• Preserving value
• Effectiveness in measurement