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redactie TSO - Service Strategy
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| Schrijver: | redactie TSO |
| Titel: | Service Strategy |
| ISBN: | 9780113310456 |
| Uitgever: | ITIL Service Design 2007 second impression with corrections 9780113310456 |
| Bijzonderheid: | softcover 264pp goede staat 28/22cm |
| Prijs: |
€ 18,30
€ 3,95
|
| Meer info | Service Strategy provides guidance on developing service-based business models and strategies. It defines the value-creating context and principles of service management that shape decisions, policies, and processes across the ITIL Service Lifecycle. Service Strategy defines the objectives, resources, and constraints within which services and the relationships they define with customers are to be managed. The core process in Service Strategy involves defining the market, developing the offerings, developing strategic assets and preparing the organization for execution through the Service Lifecycle. This process is driven by functions such as Financial Management, Service Portfolio Management, Demand Management, Organization Development and Sourcing Management. The book introduces the role of Product Manager as a counterpart to Business Relationship Managers. The guidance in Service Strategy is relevant to service providers in the public and private sectors. It is useful for developing strategic perspectives, distinctive positions in customer's minds, and effective execution through the Service Lifecycle. Service Strategy places business outcomes for customers at the centre of all dialogue in service management. Services are viewed as means for engaging the capabilities and resources of service providers in support of the customer's business. The book also highlights the need for organization design and development to ensure that process models are properly integrated within the reality from which they were abstracted. Key topics include Market Spaces, Service Definitions, Value Creation, Value Capture, Value Networks, Service Assets, Business Service Management, Demand Patterns, Service Level Packages, Option Spaces, Service Automation, and Service Provider Risks. |
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