Service Design and business strategy
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intellect20
- Newbie
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- Joined: Wed Nov 07, 2018 8:31 pm
How do the Service Design team may interpret business strategy to identify and prioritize IT services? Any examples will be appreciated.
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TheITILDoctor
- Itiler
- Posts: 12
- Joined: Tue Jan 08, 2019 12:56 pm
The Service Strategy book is chocked full of suggestions for how to prioritize services, and I would encourage you to have a look. While you're doing that, here are a couple of suggestions that may help:
- Do you have a (true) Service Catalog - services that are defined in terms of business value and outcomes (not in terms of "things that IT does")? Do those defined services map to business functions or processes? If so, this will be helpful. Talk to your business continuity folks to determine what business functions are most critical, next most critical, and so on. Then prioritize your services following that approach.
- If you've not defined a true Service Catalog, take a look at your organization's Mission, Vision, and Goals (MVG) statement. What does IT do that directly enables or supports the organization's MVG? Who in the organization is responsible for meeting the objectives associated with MVG? Perhaps have conversation with those that are responsible for meeting those objectives and get their feedback regarding priority.
- If you can't identify these people, have a chat with your CIO. Your CIO is participating in business strategy and planning meetings and can provide some great insight into business priority. But be prepared before you have that chat - don't just go in and ask "what does the business find most important?" In both of the above suggestions, understanding what IT does in terms of business value and outcomes is a pre-requisite - so do the same thing before visiting with the CIO.
Good luck!
- Do you have a (true) Service Catalog - services that are defined in terms of business value and outcomes (not in terms of "things that IT does")? Do those defined services map to business functions or processes? If so, this will be helpful. Talk to your business continuity folks to determine what business functions are most critical, next most critical, and so on. Then prioritize your services following that approach.
- If you've not defined a true Service Catalog, take a look at your organization's Mission, Vision, and Goals (MVG) statement. What does IT do that directly enables or supports the organization's MVG? Who in the organization is responsible for meeting the objectives associated with MVG? Perhaps have conversation with those that are responsible for meeting those objectives and get their feedback regarding priority.
- If you can't identify these people, have a chat with your CIO. Your CIO is participating in business strategy and planning meetings and can provide some great insight into business priority. But be prepared before you have that chat - don't just go in and ask "what does the business find most important?" In both of the above suggestions, understanding what IT does in terms of business value and outcomes is a pre-requisite - so do the same thing before visiting with the CIO.
Good luck!
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TheITILDoctor
- Itiler
- Posts: 12
- Joined: Tue Jan 08, 2019 12:56 pm
To find the Service Strategy book and / or the Service Strategy Key Element Guide, visit AXELOS.com. Also, Amazon usually carries these titles.