To function and develop successfully in the long term, service providers must be able to think and act strategically.
Achieving strategic goals or objectives requires the use of strategic assets. The ITIL 4 Foundation PDF book Service Strategy shows how to turn service management into a strategic asset.
A strategy that ensures long-term functioning and success should give a clear understanding of:
According to the current definition, a service (or service) is a set of activities that bring value to the client, contributing to the result that the client wants to achieve, without being responsible for specific costs and risks.
A service delivery strategy should be based on a simple but fundamental axiom: “customers do not buy products from a service (service) provider, they buy the satisfaction of their very specific needs.” Therefore, to be successful, a service provider must "deliver" the results the client wants to achieve (not the off-the-shelf programs and systems that the provider has in its arsenal).
Determining the benefits of the service and guaranteeing their provision
There are 3 types of service providers:
Service Provisioning Models is a classification and analysis of different models that can be chosen by customers and used by service providers to create and deliver services:
There are several common service delivery strategies.
Insourcing – Using an internal service provider to manage IT services. The organization uses internal resources to design, develop, implement, manage, operate and/or support new, changed or revised services.
Outsourcing – Using an External Service Provider to manage IT services. The organization uses the resources of an external organization (or organizations) to carry out part of the activities associated with the design, development, management, operation or support of services.
Co-sourcing – A combination of insourcing and outsourcing. A number of external organizations are used to provide some individual elements within the life cycle of services. Employees of the customer organization and the third party work together to design, develop, implement, manage, operate and/or support new, changed or revised services. For example, part of the software development may be outsourced, while the main code will be owned by the customer.
Partnership or multisourcing – The approach involves a formal agreement between two or more organizations to work together to design, develop, implement, manage, operate and (or) support services.