itil v3 服务策略培训.ppt

Contents The main goals and objectives Concepts and Principles Utility and Warranty Resource and Capability Service Portfolio Service Catalogue Processes Financial Management Demand management Technology Service Automation SWOT….. EMS business strategy Flower Transport CEO Mr Liu Business Strategy Meeting IT Service Manager MISS Lee Identifying a New or Changed Service Research your customer and market space Identify opportunities Ensure you can handle the costs and risks of the services you offer Customer We need to transport for non-standard service Customer I need to flower service The Majority of users EMS Business EMS IT What IT Service Support the New Business Services? Business Service: Non-Standard Flowers Handling IT Service: Enhanced Tracking Software IT Service: Enhanced Billing Software Evaluating the Services Before agreeing to offer these services,Miss lee must make certain they are valuable and can be delivered by her organization Goal and Objectives 哪些應當被提供服務 服務應當被提供給誰 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 Evaluating Services Will the service Provide value? Are we capable of delivering the Service？ Utility and Warranty Resource and Capabilities Utility(效用) “What the Customer gets” Warranty(保証) “How is it delivered” + = Value Creation Performance supported? Constraints removed? OR AND T/F T/F Value-created？ Available enough? Capacity enough? Continuous enough? Secure enough? AND T/F Fit for purpose? Fit for use? Applying Utility and Warranty IT provides EMS with enhanced tracking software -The tracking database is: Always available Easy to access Difficult to Query and requires agents to click through multiple screens for the desired information This is an example for: Low utility and high warranty Resource Capability The ability of an organization、person、process 、application 、configuration i