itil v3 服务策略培训

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1、ITILV3SERVICESTRATEGYContentsThemaingoalsandobjectivesConceptsandPrinciplesUtilityandWarrantyResourceandCapabilityServicePortfolioServiceCatalogueProcessesFinancialManagementDemandmanagementTechnologyServiceAutomationSWOT…..EMSbusinessstrategyFlowerTransportCEOMrLiuBusinessStrategyMeetingIT

2、ServiceManagerMISSLeeIdentifyingaNeworChangedServiceResearchyourcustomerandmarketspaceIdentifyopportunitiesEnsureyoucanhandlethecostsandrisksoftheservicesyouofferCustomerWeneedtotransportfornon-standardserviceCustomerIneedtoflowerserviceTheMajorityofusersEMSBusinessEMSITWhatITServiceSupportt

3、heNewBusinessServices?BusinessService:Non-StandardFlowersHandlingITService:EnhancedTrackingSoftwareITService:EnhancedBillingSoftwareEvaluatingtheServicesBeforeagreeingtooffertheseservices,MissleemustmakecertaintheyarevaluableandcanbedeliveredbyherorganizationGoalandObjectives哪些應當被提供服務服務應當被提供

4、給誰如何發展服務的內部和外部市場現在和潛在的競爭、能夠區分做什麼與怎麼做的價值目標客戶與利益相關人將如何衡量價值、價值將如何被創造如何通過財務管理掌握和控制價值的創造如何創造安全的戰略性的服務資產和服務管理能力的投資如何分配現有資源發揮最佳效果全面的服務組合服務性能如何衡量EvaluatingServicesWilltheserviceProvidevalue?ArewecapableofdeliveringtheService？UtilityandWarrantyResourceandCapabilitiesUtility(效用)“WhattheCustomergets”Wa

5、rranty(保証)“Howisitdelivered”+=ValueCreationPerformancesupported?Constraintsremoved?ORANDT/FT/FValue-created？Availableenough?Capacityenough?Continuousenough?Secureenough?ANDT/FFitforpurpose?Fitforuse?ApplyingUtilityandWarrantyITprovidesEMSwithenhancedtrackingsoftware-Thetrackingdatabaseis:Alw

6、aysavailableEasytoaccessDifficulttoQueryandrequiresagentstoclickthroughmultiplescreensforthedesiredinformationThisisanexamplefor:LowutilityandhighwarrantyResource&CapabilityTheabilityofanorganization、person、process、application、configurationitemorITservicetocarryoutanactivity.CapabilityAgener

7、ictermthatincludesITinfrastructure、people、moneyoranythingelsethatmighthelptodeliveranITserviceResourceIThasdeterminedtheenhancedsoftwaretrackingservicerequiresprintersthatwillcreatebarcodesforfollowerServiceStrategyIdentifyanopportunityIdentifyITSe