According to the ITIL library of best practices in IT
service management , the IT services strategy stage is the foundation and one
of the stages of the IT services life cycle (strategy, design, transformation,
operation and continuous improvement ). Strategy is a set of planning
activities through which an organization seeks to move from one state to
another in response to external and internal influences. A services strategy
defines, among other things, how a service provider will use services to
achieve customer business results. The goal of IT strategyis determining how
the organization intends to use IT to achieve its business objectives. The IT
strategy usually includes an IT services strategy.
Objectives of the service strategy
The goal of the service strategy is to determine the
perspective, positions, action plans, and guidelines necessary for the service
provider to deliver the required business results. The objectives of the
service strategy are, among others, the following.
• Identify existing and potential customers, as well as the
services they need.
• Determine what value customers derive from the services
provided.
• Define the capacity of IT in the provision of these
services.
• Establish a clear service delivery model, covering
funding, resources, internal IT organization, and customer relationships.
Service strategy processes
According to ITIL, the services strategy comprises the
following procedures:
• IT services strategy management
• Service portfolio management
• Financial management of IT services
• Demand management
• Management of business relationships
Design of services
According to the ITIL library, service design is one of the
stages in the life cycle of IT services (strategy, design, transformation,
operation and continuous improvement). Design is the activity or process that
identifies requirements and then defines a solution that can satisfy them. A
service design activity begins with a set of new or changed business
requirements, and ends with a service solution designed that meets documented
business requirements. A holistic approach must be taken to all aspects and
parts of service design to ensure the integrity and integration of the service
with existing IT technology and management systems. According to ITIL
recommendations, the service design can include 5 aspects:
1. New or changing services
2. Service management systems and tools, especially the
portfolio and service catalog
3. IT infrastructure, its architecture and systems
4. Management process requirements
5. Measurement methods and parameters
Service design goal
The goal of service design is to conceive a new service or
modify an existing service before putting it into commercial operation. The
primary goal of service design is to develop IT services with minimal need for
lifecycle improvements. Continual improvement must be integrated into all
service design activities to increase the effectiveness of proposed solutions
and identify business trends that offer new opportunities to improve solutions
and services.
Service design processes
In accordance with ITIL, the design of the service includes
the following aspects:
• Design management
• Service catalog management
• Service level management
• Availability management
• Capacity control
• IT service continuity management
• Information Security Directorate
• Management of suppliers.
Although all of these processes are related to design, most
of them contain activities that are performed at different stages of the
service life cycle .
Service transition
According to the ITIL library, service transition is one of
the stages in the life cycle of IT services (strategy, design, transformation,
operation and continuous improvement). The transition is a state change
corresponding to the movement of an IT service or component of a stage of its
life cycle to the next, for example, from the design stage to the operation.
Objectives of the transformation of the service
The purpose of service transformation is to ensure that new,
modified, or retired services meet the company's expectations documented in the
service design and strategy phases. The objectives of the transformation of
services are, among others, the following:
• Planning and managing the flow of changes
• Management of the risks associated with the change of
service
• Successfully implement changes that reflect new business
requirements
• Provide knowledge and quality and up-to-date information
on infrastructures and services
• Track service assets in use
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