 |
|
Service Strategy - Organisations
should use Service Strategy to set objectives and expectations of performance towards serving internal or external customers,
and to identify, select and prioritise opportunities. The aim of a Service Strategy is to ensure that organisations are in
position to handle the costs and risks associated with their services, and are not just set up for operational effectiveness
but for distinctive performance.
Service Design - For services to provide true
value to the business they must first be designed with the business objectives in mind. Service Design is the stage in the
lifecycle that turns Service Strategy into the blueprint for delivering the business objectives. The scope of Service
Design is not limited to new services. It includes the changes and improvements to increase or maintain service value over
the lifecycle of services, the continuity of services, achievement of service levels and conformance to standards and regulations.
Among the key topics in Service Design are Service Catalogue, Availability,
Capacity, Continuity and Service Level Management.
Service Transition - Provides guidance for the
development and improvement of capabilities for transitioning new and changed services into live service operation while controlling
the risks of failure and disruption. Key topics include; Change, Configuration,
Asset, Release & Deployment, Programme
and Risk Management.
|
|
Service Operation - Embodies practises in the
management of the day-to-day operation of services. It provides guidance on achieving effectiveness and efficiency in the
delivery and support of services to ensure their value. Strategic objectives are ultimately realised through Service Operation,
therefore making it a critical capability. Guidance is provided on how to maintain stability in service operations, allowing
for changes in design, scale, scope and service levels. It provides process guidelines, methods and tools for use in two major
control perspectives: reactive and proactive. Among the topics are Event, Incident,
Problem, Request, Application and Technical Management practices.
Continual Service Improvement - Provides guidance
in creating and maintaining service value through better design, transition and operation of services. Combining principles,
practices and methods from quality management, change management and capability improvement.
|
