Service Strategy

Video Activity
Join over 3 million cybersecurity professionals advancing their career
Sign up with
Required fields are marked with an *
or

Already have an account? Sign In »

Time
3 hours 16 minutes
Difficulty
Beginner
CEU/CPE
3
Video Transcription
00:00
>> My learners, so we are on Lesson 2.3,
00:00
which is service strategy. Let's get ready.
00:00
Our learning objectives, we will cover
00:00
a more in-depth understanding of service strategy, SS,
00:00
what is the business purpose,
00:00
and objectives of service strategy,
00:00
as well as the basic concepts which
00:00
falls in providing business and service value.
00:00
Understanding service strategy. Service strategy,
00:00
again, it decides what to deliver,
00:00
it put those thoughts on paper,
00:00
concrete references, and
00:00
processes in place to deliver your vision.
00:00
Understanding that SS starts with
00:00
understanding of organizational objectives and customer
00:00
needs and that it takes the view that
00:00
the service management is not just
00:00
a capability of the organization,
00:00
but also a strategic asset.
00:00
SS stage ensures that organizations are best
00:00
positioned to handle the unique costs
00:00
and risks related to their service portfolio.
00:00
When you think about the SS challenges
00:00
IT services providers
00:00
to think about why something is being
00:00
done before thinking about how it should be done.
00:00
When you look into this slide,
00:00
you can see what some of those processes is that we
00:00
have mentioned to you in prior lesson.
00:00
When you go into what the purpose and
00:00
the objectives is for SS,
00:00
so as you read,
00:00
the perspective, it covers
00:00
the overall vision and direction of the organization.
00:00
SS defines what the business does and how it
00:00
works with the customers
00:00
as well as the goods and services that it provides.
00:00
Within position, it defines
00:00
how the service provider deals with
00:00
competition from the players in the market.
00:00
Specifically, positions explains
00:00
what capabilities and what
00:00
attributes makes this service provider a
00:00
unique when compared with other providers.
00:00
Plans explain how the service provider will
00:00
move from its current state to its desired future state.
00:00
Plans specify the activities that must be
00:00
accomplished for a service provider to
00:00
realize its perspectives and positions.
00:00
In patterns, of course,
00:00
is describing the repeatable actions
00:00
that the service provider performs in order
00:00
for them to keep progressing towards
00:00
the strategic objectives and,
00:00
as you can see what the strategy is going to be,
00:00
so it gives the full circle.
00:00
We move on to the next slide.
00:00
When we go into the scope of SS.
00:00
SS applies to both
00:00
internal and external service providers.
00:00
It includes those service providers that are required to
00:00
generate profit as well as
00:00
those service providers that generate no profit.
00:00
There's two aspects, is who we are and who you
00:00
are when you look into the grand scheme of the scope.
00:00
As you can see on the slide,
00:00
it goes a little bit in-depth as far as defining
00:00
a strategy to guide how
00:00
a service provider meets business outcomes,
00:00
as well as defining a strategy
00:00
for how to manage those services.
00:00
We move on to the next.
00:00
This one is the business value of service strategy.
00:00
Supportability link activities performed
00:00
by service providers,
00:00
it's more so to outcomes that's
00:00
critical to internal, external customers.
00:00
As a result, service providers will be seen to be
00:00
contributing to the value and
00:00
not just the cause of the organization.
00:00
When you enable service providers,
00:00
they have that clear understanding of what types
00:00
and levels of service will make
00:00
a customer successful and then organize
00:00
itself ultimately to deliver and support those services.
00:00
Service providers will achieve this through
00:00
process defining strategies and services,
00:00
ensuring a consistent repeatable approach to defining
00:00
how that value will be
00:00
built and delivered to that stakeholder.
00:00
In enabling service provider to
00:00
respond quickly and effectively to changes
00:00
in business environment ensuring that they increase
00:00
that competitive edge over time,
00:00
so you support that creation and
00:00
that maintenance of that portfolio of qualifies
00:00
services that will enable that business to achieve
00:00
positive return on his investment in services.
00:00
When you facilitate
00:00
functional and transparent communications
00:00
between the customers and service providers,
00:00
so both have consistent understanding of
00:00
what is required and how it will be delivered,
00:00
and provide that means of
00:00
service provided to organize itself,
00:00
so you can provide
00:00
services in an efficient and effective way.
00:00
That is the business value of the service strategy.
00:00
We will continue with
00:00
the business value of this service strategy.
00:00
We're just encompasses majority of enabling the service
00:00
provided to contribute the value and
00:00
not just the cause on
00:00
organization as we spoke about before.
00:00
Now this service lifecycle provides the critical value
00:00
to any business when you implement this process.
00:00
We'll go on to the next.
00:00
Service value is more so where you look into the Step 1,
00:00
Step 2, and Step 3.
00:00
This service value is measured by the extent
00:00
to which the services meets customer expectations.
00:00
As perceived value should be higher
00:00
than the cost of obtaining that service.
00:00
Then you have Step 2 and Step 3,
00:00
which is more of the value characteristics
00:00
in the value component,
00:00
is that makes the outcomes
00:00
of their customers perceptions.
00:00
The service value basic concept is
00:00
the warranty and the utility where
00:00
this particular area is maybe
00:00
more formal agreement such as
00:00
a service level agreement or a contract,
00:00
or it can be even our marketing message or brand image.
00:00
It refers to the ability for
00:00
service be available when needed.
00:00
It provides that required capacity and provide
00:00
required reliability in terms of continuity and security.
00:00
It can be summarized as how the service is delivered and
00:00
can be used to determine
00:00
whether a service is fit for use.
00:00
Warranty plus utility equals business value created.
00:00
You have a little more with
00:00
a utility which is the fitness for the purpose.
00:00
Are we going to the basic concepts of risk management?
00:00
Of course, we know what risk manager is, what is risk,
00:00
as well as executing a strategy,
00:00
a service strategy should
00:00
include a plan to deal with the risks.
00:00
Identifying the risks,
00:00
analyzing the risk,
00:00
and managing the risk.
00:00
That is the basic concepts of risk management.
00:00
I move on to the next.
00:00
The basic concepts of governance.
00:00
When you talk about governance,
00:00
that's more on a size of one quickest way to
00:00
fail at delivering SS is to have ineffective governance.
00:00
Governance is the glue that holds together
00:00
IT and the business ensuring that
00:00
everyone knows the expectations of their roles and
00:00
the processes that follows in to improve over time.
00:00
The main management, which is the pattern of
00:00
business activity is responsible for understanding,
00:00
anticipating, and influence
00:00
the customer demand for services.
00:00
Now, that's a little bit more in-depth
00:00
with those processes.
00:00
The summary for Lesson 2.2,
00:00
we discussed key concepts,
00:00
warranty, utility as well as value, the resources,
00:00
capabilities and service assets, governance,
00:00
risk management, as well
00:00
as the patterns of business activity,
00:00
which is the PBA.
00:00
We'll be follow-on with a quick quiz
00:00
and moving on to the next lesson. See you there.
Up Next