ITIL MINDMAP

ITIL Mind Map v1.0 ITIL Service Strategy

Author: Danny Wong http://www.linkedin.com/in/chinwhei

1.Implementation

2.Governance

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3.Marketing

4.Service Provider

5.Value

9.Assets

10.Opposing Dynamics

Mind Set

6.Kano Model

7.Technology

11.4 P's

12.Benefits

8.Strategy Principles

1.

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1.1 1.2 1.3 1.4 1.5 1.6 1.7

IMPLEMENTATION Current State Assessment Target State Definition Gap Analysis Project Estimation Project Consolidation Roadmap Designing the strategy 1.7.1 Definition of Roles 1.7.2 Service Portfolio, Customer Portfolio, Customer Agreement Portfolio 1.7.3 Demand Management Procedures, Techniques and Tools 1.7.4 Interfaces between all Service Strategy Processes and other Processes

2.

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GOVERNANCE

2.1 Rules, Policies, Processes by which Businesses are Operated, Regulated, Controlled 2.1.1 Establish and Maintain Business Relationships 2.1.2 Ensure Service Provider can meet Needs of the Business 2.1.3 Assists Business in Articulating Value of Service 2.2 Evaluates, Directs, Monitors the Strategy, Policies and Plans 2.3 Activities 2.3.1 Evaluate 2.3.2 Direct 2.3.3 Monitor 2.4 Framework 2.4.1 Establish Responsibilities 2.4.2 Strategy to Set and Meet Objectives 2.4.3 Acquire for Valid Reasons 2.4.4 Ensure Performance when Required 2.4.5 Ensure Conformance with Rules 2.4.6 Ensure Respect for Human Factors 2.5 Stages 2.5.1 Service through Collaboration 2.5.2 Service through Coordination 2.5.3 Services through Delegation 2.5.4 Services through Direction 2.5.5 Services through Network

3.

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3.1 3.2 3.3 3.4 3.5 3.6

MARKETING MIND SET What Is our Business? Who Are our Customers? What Does the Customer Value? Who Depends on Our Services? How Do They Use Our Services? Why Are They Valuable to Them?

4.

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4.1 4.2 4.3 4.4 4.5

SERVICE PROVIDER

Internal (Type I) Shared Service Unit (SSU) (Type II) External (Type III) Supplies Service to one or more Customers Disaggregation 4.5.1 Outsourcing 4.6 Aggregation 4.6.1 Insourcing

5.

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5.1 5.2 5.3 5.4 5.5

VALUE Defined by Customers Affordable Mix of Features Achievement of Objectives Changes over Time and Circumstance Creating Value 5.5.1 Business Outcome Achieved 5.5.2 Customer's Preferences 5.5.3 Customer's Perception of what was Delivered

6.

KANO MODEL

6.1 Basic Factors 6.2 Excitement Factors 6.3 Performance Factors   y   g   e    t   a   r    t

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7. 7.1 7.2 7.3 7.4   y   g   e    t   a   r    t

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TECHNOLOGY Automation can Affect Performance Simplify Processes Understand Flow of Activities Minimize Interactions

8.

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8.1 8.2 8.3 8.4 8.5 8.6 8.7 8.8

STRATEGY PRINCIPLES Define the Market and Identify Customers Understand the Customer Quantify the Outcomes Classify and Visualize the Service Understand the Opportunities Define Services based on Outcomes Service Models Define Service Units and Packages 8.8.1 Core Services to Deliver Basic Outcomes 8.8.2 Enabling Services are needed in order for a Core Service to be Delivered 8.8.3 Enhancing Services are Excitement Factors 8.8.4 Deliver the Basic Outcomes Desired by the Customer 8.8.5 Represent the Value the Customer Wants 8.8.6 Supporting Services 8.8.7 Either Enable or Enhance the Value Proposition 8.8.8 Packaging Core and Supporting Services is an Essential Aspect of Market Strategy 8.8.9 Packaging will also have an Impact on the Design and Operations of a Service

9.

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ASSETS

9.1 Strategic Asset 9.1.1 Service Management 9.2 Service Assets 9.2.1 Resources 9.2.1.1 Finances 9.2.1.2 Infrastructure 9.2.1.3 Applications 9.2.1.4 People 9.2.1.5 Information 9.2.2 Capabilities 9.2.2.1 Management 9.2.2.2 Organization 9.2.2.3 Processes 9.2.2.4 Knowledge 9.2.2.5 People

10. OPPOSING DYNAMICS 10.1 Future versus Present 10.2 Operational Effectiveness vs Improvements in Functionality 10.3 Value Capture   y   g   e    t   a   r    t

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11. 11.1 11.2 11.3 11.4   y   g   e    t   a   r    t

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4 P’s

Perspective Vision Positions Business Portrayal Plans How to Achieve Vision Patterns Ongoing Actions

12. BENEFITS

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12.1 12.2 12.3 12.4 12.5

Cost Effectiveness Value for Customer Standardized Processes Services Create Value Respond Quickly to Changes in Business Environment