LP1: Set the strategic direction: Difference between revisions
From YaSM Service Management Wiki
No edit summary |
No edit summary |
||
| Line 16: | Line 16: | ||
<meta name="twitter:site" content="@yasmcom"> | <meta name="twitter:site" content="@yasmcom"> | ||
<meta name="twitter:creator" content="@yasmcom"> | <meta name="twitter:creator" content="@yasmcom"> | ||
<meta name="twitter:title" content="Set the strategic direction | <meta name="twitter:title" content="Set the strategic direction"> | ||
<meta name="twitter:description" content="The service strategy process in YaSM assesses the service provider's range of services and the needs of current or potential future customers. Based on this assessment, the service provider is able to establish its strategic objectives and to draw up the strategic plan."> | <meta name="twitter:description" content="The service strategy process in YaSM assesses the service provider's range of services and the needs of current or potential future customers. Based on this assessment, the service provider is able to establish its strategic objectives and to draw up the strategic plan."> | ||
<meta name="twitter:image" content="https://yasm.com/wiki/en/img/yasm-process/16x9/Set-the-strategic-direction-yasm-lp1-ex1.jpg"> | <meta name="twitter:image" content="https://yasm.com/wiki/en/img/yasm-process/16x9/Set-the-strategic-direction-yasm-lp1-ex1.jpg"> | ||
| Line 84: | Line 84: | ||
<p><i><u>Compatibility</u>: The YaSM strategy process is <a href="/wiki/en/index.php/YaSM_and_ISO_20000#ISO_20000_requirements_and_related_service_management_processes" title="YaSM und ISO 20000">aligned with ISO 20000</a>, the international standard for service management (see ISO/IEC 20000-1:2018, sections <a href="/wiki/en/index.php/YaSM_and_ISO_20000#Leadership" title="ISO 20000, section 5: Leadership">5</a>, <a href="/wiki/en/index.php/YaSM_and_ISO_20000#Planning" title="ISO 20000 section 6: Planning">6</a>, <a href="/wiki/en/index.php/YaSM_and_ISO_20000#Support_of_the_SMS" title="ISO 20000 section 7: Support of the service management system">7</a>, <a href="/wiki/en/index.php/YaSM_and_ISO_20000#Service_portfolio" title="ISO 20000 section 8.2: Service portfolio">8.2</a> and <a href="/wiki/en/index.php/YaSM_and_ISO_20000#Performance_Evaluation" title="ISO 20000 section 9: Performance Evaluation">9</a>), and it <a href="/wiki/en/index.php/YaSM_and_ITIL#ITIL-4-Strategy-management" title="ITIL 4 practices and YaSM processes: ITIL 4 strategy management">corresponds to the practice of 'ITIL 4 strategy management'</a>.</i></html> | <p><i><u>Compatibility</u>: The YaSM strategy process is <a href="/wiki/en/index.php/YaSM_and_ISO_20000#ISO_20000_requirements_and_related_service_management_processes" title="YaSM und ISO 20000">aligned with ISO 20000</a>, the international standard for service management (see ISO/IEC 20000-1:2018, sections <a href="/wiki/en/index.php/YaSM_and_ISO_20000#Leadership" title="ISO 20000, section 5: Leadership">5</a>, <a href="/wiki/en/index.php/YaSM_and_ISO_20000#Planning" title="ISO 20000 section 6: Planning">6</a>, <a href="/wiki/en/index.php/YaSM_and_ISO_20000#Support_of_the_SMS" title="ISO 20000 section 7: Support of the service management system">7</a>, <a href="/wiki/en/index.php/YaSM_and_ISO_20000#Service_portfolio" title="ISO 20000 section 8.2: Service portfolio">8.2</a> and <a href="/wiki/en/index.php/YaSM_and_ISO_20000#Performance_Evaluation" title="ISO 20000 section 9: Performance Evaluation">9</a>), and it <a href="/wiki/en/index.php/YaSM_and_ITIL#ITIL-4-Strategy-management" title="ITIL 4 practices and YaSM processes: ITIL 4 strategy management">corresponds to the practice of 'ITIL 4 strategy management'</a>.</i></html> | ||
==Sub-processes== | ==Sub-processes== | ||
<html>YaSM's service strategy process has the following sub-processes:</p> | <html>YaSM's service strategy process has the following sub-processes:</p> | ||
<!-- define schema.org/CreativeWork --> | <!-- define schema.org/CreativeWork --> | ||
| Line 98: | Line 96: | ||
<dd itemprop="description">Process objective: To assess the present situation of the service provider within its current and possible future market spaces. This includes an assessment of current service offerings, capabilities, customer needs and competing offers from other service providers.</dd></dl> | <dd itemprop="description">Process objective: To assess the present situation of the service provider within its current and possible future market spaces. This includes an assessment of current service offerings, capabilities, customer needs and competing offers from other service providers.</dd></dl> | ||
</div> | </div> | ||
<div itemid="https://yasm.com/wiki/en/index.php/LP1:_Set_the_strategic_direction#LP1.2" itemscope itemtype="https://schema.org/CreativeWork" itemref="md-type-subProcess"> | <div itemid="https://yasm.com/wiki/en/index.php/LP1:_Set_the_strategic_direction#LP1.2" itemscope itemtype="https://schema.org/CreativeWork" itemref="md-type-subProcess"> | ||
<meta itemprop="alternateName" content="YaSM service strategy process LP1.2" /> | <meta itemprop="alternateName" content="YaSM service strategy process LP1.2" /> | ||
| Line 104: | Line 101: | ||
<dd itemprop="description">Process objective: To align the service provider’s technical infrastructure with its strategic objectives, and to help the organization focus on a set of core technologies.</dd></dl> | <dd itemprop="description">Process objective: To align the service provider’s technical infrastructure with its strategic objectives, and to help the organization focus on a set of core technologies.</dd></dl> | ||
</div> | </div> | ||
<div itemid="https://yasm.com/wiki/en/index.php/LP1:_Set_the_strategic_direction#LP1.3" itemscope itemtype="https://schema.org/CreativeWork" itemref="md-type-subProcess"> | <div itemid="https://yasm.com/wiki/en/index.php/LP1:_Set_the_strategic_direction#LP1.3" itemscope itemtype="https://schema.org/CreativeWork" itemref="md-type-subProcess"> | ||
<meta itemprop="alternateName" content="YaSM service strategy process LP1.3" /> | <meta itemprop="alternateName" content="YaSM service strategy process LP1.3" /> | ||
| Line 110: | Line 106: | ||
<dd itemprop="description">Process objective: To establish a strategic plan (the 'service strategy') containing specific initiatives aimed at achieving the service provider's strategic goals. Once the strategic initiatives are authorized, this process will also determine the most adequate ways of executing the initiatives.</dd></dl> | <dd itemprop="description">Process objective: To establish a strategic plan (the 'service strategy') containing specific initiatives aimed at achieving the service provider's strategic goals. Once the strategic initiatives are authorized, this process will also determine the most adequate ways of executing the initiatives.</dd></dl> | ||
</div> | </div> | ||
<div itemid="https://yasm.com/wiki/en/index.php/LP1:_Set_the_strategic_direction#LP1.4" itemscope itemtype="https://schema.org/CreativeWork" itemref="md-type-subProcess"> | <div itemid="https://yasm.com/wiki/en/index.php/LP1:_Set_the_strategic_direction#LP1.4" itemscope itemtype="https://schema.org/CreativeWork" itemref="md-type-subProcess"> | ||
<meta itemprop="alternateName" content="YaSM service strategy process LP1.4" /> | <meta itemprop="alternateName" content="YaSM service strategy process LP1.4" /> | ||
| Line 116: | Line 111: | ||
<dd itemprop="description">Process objective: To start up a service development project for a new or changed service. This includes determining a service owner for a new service to be developed, ensuring funding for the service development, as well as triggering the set up of a formal project.</dd></dl> | <dd itemprop="description">Process objective: To start up a service development project for a new or changed service. This includes determining a service owner for a new service to be developed, ensuring funding for the service development, as well as triggering the set up of a formal project.</dd></dl> | ||
</div> | </div> | ||
<div itemid="https://yasm.com/wiki/en/index.php/LP1:_Set_the_strategic_direction#LP1.5" itemscope itemtype="https://schema.org/CreativeWork" itemref="md-type-subProcess"> | <div itemid="https://yasm.com/wiki/en/index.php/LP1:_Set_the_strategic_direction#LP1.5" itemscope itemtype="https://schema.org/CreativeWork" itemref="md-type-subProcess"> | ||
<meta itemprop="alternateName" content="YaSM service strategy process LP1.5" /> | <meta itemprop="alternateName" content="YaSM service strategy process LP1.5" /> | ||
| Line 123: | Line 117: | ||
</div> | </div> | ||
<!-- end of schema.org/CreativeWork --><p></html> | <!-- end of schema.org/CreativeWork --><p></html> | ||
==Process outputs== | ==Process outputs== | ||
| Line 135: | Line 127: | ||
<meta itemprop="alternateName" content="Service strategy data objects" /> | <meta itemprop="alternateName" content="Service strategy data objects" /> | ||
<p><span itemprop="description">This section lists the documents and records produced by the strategic process.</span> YaSM data objects <a href="#ydo" title="YaSM data object">[*]</a> are marked with an asterisk, while other objects are displayed in gray.</p> | <p><span itemprop="description">This section lists the documents and records produced by the strategic process.</span> YaSM data objects <a href="#ydo" title="YaSM data object">[*]</a> are marked with an asterisk, while other objects are displayed in gray.</p> | ||
<dl> | <dl> | ||
<div itemprop="hasDefinedTerm" itemscope itemtype=" | <div itemprop="hasDefinedTerm" itemscope itemtype="https://schema.org/DefinedTerm"> | ||
<dt itemprop="name">Budget request</dt> | <dt itemprop="name">Budget request</dt> | ||
<dd itemprop="description" style="margin-bottom: 1em;">A budget request is typically issued to obtain funding for setting up, improving or operating a service or process. An approved budget request means that the required financial resources have been allocated by the financial manager. <a href="#ydo" title="YaSM data object">[*]</a></dd></div> | <dd itemprop="description" style="margin-bottom: 1em;">A budget request is typically issued to obtain funding for setting up, improving or operating a service or process. An approved budget request means that the required financial resources have been allocated by the financial manager. <a href="#ydo" title="YaSM data object">[*]</a></dd></div> | ||
<div style="color:#636363" itemprop="hasDefinedTerm" itemscope itemtype=" | <div style="color:#636363" itemprop="hasDefinedTerm" itemscope itemtype="https://schema.org/DefinedTerm"> | ||
<dt itemprop="name">Request to add skills and human resources</dt> | <dt itemprop="name">Request to add skills and human resources</dt> | ||
<dd itemprop="description" style="margin-bottom: 1em;">A request to add skills and human resources to the service provider organization, for example issued during service implementation if new or changed skills and/ or additional human resources are needed for a new service.</dd></div> | <dd itemprop="description" style="margin-bottom: 1em;">A request to add skills and human resources to the service provider organization, for example issued during service implementation if new or changed skills and/ or additional human resources are needed for a new service.</dd></div> | ||
<div itemprop="hasDefinedTerm" itemscope itemtype=" | <div itemprop="hasDefinedTerm" itemscope itemtype="https://schema.org/DefinedTerm"> | ||
<dt itemprop="name" id="Service-definition">Service definition</dt> | <dt itemprop="name" id="Service-definition">Service definition</dt> | ||
<dd itemprop="description" style="margin-bottom: 1em;">A service definition specifies the service properties, in particular the offered functionality and the guaranteed service levels. Service definitions also describe how the organization's resources are used in order to provide the service. A service can be provided using one or several other (internal or external) supporting services. <a href="#ydo" title="YaSM data object">[*]</a></dd></div> | <dd itemprop="description" style="margin-bottom: 1em;">A service definition specifies the service properties, in particular the offered functionality and the guaranteed service levels. Service definitions also describe how the organization's resources are used in order to provide the service. A service can be provided using one or several other (internal or external) supporting services. <a href="#ydo" title="YaSM data object">[*]</a></dd></div> | ||
<div itemprop="hasDefinedTerm" itemscope itemtype=" | <div itemprop="hasDefinedTerm" itemscope itemtype="https://schema.org/DefinedTerm"> | ||
<dt itemprop="name" id="Strategic-assessment-report">Strategic assessment report</dt> | <dt itemprop="name" id="Strategic-assessment-report">Strategic assessment report</dt> | ||
<dd itemprop="description" style="margin-bottom: 1em;">The results of a strategic assessment are documented in a strategic assessment report. Strategic assessments typically take place at regular intervals in order to gain insight into the service provider's strengths, weaknesses and opportunities prior to updating the service strategy and the portfolio of services. <a href="#ydo" title="YaSM data object">[*]</a></dd></div> | <dd itemprop="description" style="margin-bottom: 1em;">The results of a strategic assessment are documented in a strategic assessment report. Strategic assessments typically take place at regular intervals in order to gain insight into the service provider's strengths, weaknesses and opportunities prior to updating the service strategy and the portfolio of services. <a href="#ydo" title="YaSM data object">[*]</a></dd></div> | ||
<div itemprop="hasDefinedTerm" itemscope itemtype=" | <div itemprop="hasDefinedTerm" itemscope itemtype="https://schema.org/DefinedTerm"> | ||
<dt itemprop="name" id="Strategic-objectives">Strategic objectives</dt> | <dt itemprop="name" id="Strategic-objectives">Strategic objectives</dt> | ||
<dd itemprop="description" style="margin-bottom: 1em;">The strategic objectives are formulated once a strategic assessment has been completed. They consist of a set of specific goals the service provider aims to achieve by pursuing the service strategy. As such, the strategic objectives are an important input for defining the strategic plan. <a href="#ydo" title="YaSM data object">[*]</a></dd></div> | <dd itemprop="description" style="margin-bottom: 1em;">The strategic objectives are formulated once a strategic assessment has been completed. They consist of a set of specific goals the service provider aims to achieve by pursuing the service strategy. As such, the strategic objectives are an important input for defining the strategic plan. <a href="#ydo" title="YaSM data object">[*]</a></dd></div> | ||
<div itemprop="hasDefinedTerm" itemscope itemtype=" | <div itemprop="hasDefinedTerm" itemscope itemtype="https://schema.org/DefinedTerm"> | ||
<dt itemprop="name" id="Strategic-plan">Strategic plan</dt> | <dt itemprop="name" id="Strategic-plan">Strategic plan</dt> | ||
<dd itemprop="description" style="margin-bottom: 1em;">The strategic plan (at times referred to as the 'service strategy') identifies how the service provider will achieve its strategic objectives. It is used to manage strategic initiatives and report on their status throughout their lifecycle. The addition of new items to the strategic plan is often triggered by strategic assessments, although other service management processes may also suggest strategic initiatives. <a href="#ydo" title="YaSM data object">[*]</a></dd></div> | <dd itemprop="description" style="margin-bottom: 1em;">The strategic plan (at times referred to as the 'service strategy') identifies how the service provider will achieve its strategic objectives. It is used to manage strategic initiatives and report on their status throughout their lifecycle. The addition of new items to the strategic plan is often triggered by strategic assessments, although other service management processes may also suggest strategic initiatives. <a href="#ydo" title="YaSM data object">[*]</a></dd></div> | ||
<div style="color:#636363" itemprop="hasDefinedTerm" itemscope itemtype=" | <div style="color:#636363" itemprop="hasDefinedTerm" itemscope itemtype="https://schema.org/DefinedTerm"> | ||
<dt itemprop="name">Suggested process modification</dt> | <dt itemprop="name">Suggested process modification</dt> | ||
<dd itemprop="description" style="margin-bottom: 1em;">A suggestion for modifying one or several service management processes. Suggestions for process modifications or improvements may originate from anywhere within the organization.</dd></div> | <dd itemprop="description" style="margin-bottom: 1em;">A suggestion for modifying one or several service management processes. Suggestions for process modifications or improvements may originate from anywhere within the organization.</dd></div> | ||
<div style="color:#636363" itemprop="hasDefinedTerm" itemscope itemtype=" | <div style="color:#636363" itemprop="hasDefinedTerm" itemscope itemtype="https://schema.org/DefinedTerm"> | ||
<dt itemprop="name">Suggested service modification</dt> | <dt itemprop="name">Suggested service modification</dt> | ||
<dd itemprop="description" style="margin-bottom: 1em;">A suggestion for modifying a service, for example to improve service quality or economics. Suggestions may originate from anywhere within or outside of the service provider organization.</dd></div> | <dd itemprop="description" style="margin-bottom: 1em;">A suggestion for modifying a service, for example to improve service quality or economics. Suggestions may originate from anywhere within or outside of the service provider organization.</dd></div> | ||
<div itemprop="hasDefinedTerm" itemscope itemtype=" | <div itemprop="hasDefinedTerm" itemscope itemtype="https://schema.org/DefinedTerm"> | ||
<dt itemprop="name" id="Technology-guideline">Technology guideline</dt> | <dt itemprop="name" id="Technology-guideline">Technology guideline</dt> | ||
<dd itemprop="description" style="margin-bottom: 1em;">The technology guideline provides a high-level overview of the main infrastructure components and technologies as well as a roadmap for their future development. The technology guideline's main purposes are to align the service provider's technical infrastructure with its strategic objectives, and to help the organization focus on a set of core technologies. <a href="#ydo" title="YaSM data object">[*]</a></dd></div> | <dd itemprop="description" style="margin-bottom: 1em;">The technology guideline provides a high-level overview of the main infrastructure components and technologies as well as a roadmap for their future development. The technology guideline's main purposes are to align the service provider's technical infrastructure with its strategic objectives, and to help the organization focus on a set of core technologies. <a href="#ydo" title="YaSM data object">[*]</a></dd></div> | ||
| Line 173: | Line 164: | ||
</p><p><span id="ydo"><strong>[*]</strong> <i>"YaSM data objects"</i> are those documents or records for which the YaSM model provides detailed recommendations: Every YaSM object has an associated checklist (see <a href="https://yasm.com/wiki/en/index.php/Service_Management_Checklists" title="Example: YaSM checklists and document templates">example</a>) describing its typical contents, and an associated lifecycle diagram depicting how the status of the object changes as it is created, updated, read and archived by various YaSM processes (see <a href="https://yasm.com/wiki/en/img/yasm-project/Yasm-object-lifecycle-diagram.jpg" title="Example: YaSM object lifecycle diagram (.JPG)">example</a>).</span> | </p><p><span id="ydo"><strong>[*]</strong> <i>"YaSM data objects"</i> are those documents or records for which the YaSM model provides detailed recommendations: Every YaSM object has an associated checklist (see <a href="https://yasm.com/wiki/en/index.php/Service_Management_Checklists" title="Example: YaSM checklists and document templates">example</a>) describing its typical contents, and an associated lifecycle diagram depicting how the status of the object changes as it is created, updated, read and archived by various YaSM processes (see <a href="https://yasm.com/wiki/en/img/yasm-project/Yasm-object-lifecycle-diagram.jpg" title="Example: YaSM object lifecycle diagram (.JPG)">example</a>).</span> | ||
</p><p><i>"Other objects"</i> are mostly informal data or information where YaSM has less strong views about their contents. There are no associated lifecycle diagrams or checklists.</html> | </p><p><i>"Other objects"</i> are mostly informal data or information where YaSM has less strong views about their contents. There are no associated lifecycle diagrams or checklists.</html> | ||
==Process metrics== | ==Process metrics== | ||
| Line 181: | Line 170: | ||
For suggestions of [[Service Management Metrics|suitable metrics]], please refer to the [[Service_Management_Metrics#Metrics_for_the_service_strategy_process|list of metrics for the service strategy process]]. | For suggestions of [[Service Management Metrics|suitable metrics]], please refer to the [[Service_Management_Metrics#Metrics_for_the_service_strategy_process|list of metrics for the service strategy process]]. | ||
==Roles and responsibilities== | ==Roles and responsibilities== | ||
| Line 191: | Line 178: | ||
<p> </p> | <p> </p> | ||
{| class="wikitable | {| class="wikitable" style="background: white; text-align:center; vertical-align:top; font-size: 90%; line-height: 1.3em;" | ||
|+<span style="font-size: 120%; line-height: 2.3em;">Responsibility matrix: "LP1: Set the strategic direction"</span> | |+<span style="font-size: 120%; line-height: 2.3em;">Responsibility matrix: "LP1: Set the strategic direction"</span> | ||
|- style="vertical-align:top" | |- style="vertical-align:top" | ||
| Line 248: | Line 235: | ||
<html><div itemid="https://yasm.com/wiki/en/img/yasm-process-definition/what-is-service-strategy-process.jpg" itemscope itemtype="https://schema.org/ImageObject"> | <html><div itemid="https://yasm.com/wiki/en/img/yasm-process-definition/what-is-service-strategy-process.jpg" itemscope itemtype="https://schema.org/ImageObject"> | ||
<a href="https://yasm.com/wiki/en/img/yasm-process-definition/what-is-service-strategy-process.jpg" title="Service strategy: process definition (.pdf)" itemprop="contentUrl"> | <a href="https://yasm.com/wiki/en/img/yasm-process-definition/what-is-service-strategy-process.jpg" title="Service strategy: process definition (.pdf)" itemprop="contentUrl"> | ||
<img style="display: block; float: left; margin-right: 20px" src="https://yasm.com/wiki/en/img/yasm-process-definition/what-is-service-strategy-process.jpg" width="320" height=" | <img style="display: block; float: left; margin-left: 10px; margin-right: 20px" src="https://yasm.com/wiki/en/img/yasm-process-definition/what-is-service-strategy-process.jpg" width="320" height="180" title="Service strategy: process definition" alt="What is service strategy? Definition of the strategic process from the YaSM service management framework." /> | ||
<meta itemprop="caption" content="Set the strategic direction | YaSM service strategy | Process definition LP1" /> | <meta itemprop="caption" content="Set the strategic direction | YaSM service strategy | Process definition LP1" /> | ||
<meta itemprop="width" content=" | <meta itemprop="width" content="1200" /> | ||
<meta itemprop="height" content=" | <meta itemprop="height" content="675" /> | ||
<div style="margin-left: | <meta itemprop="dateCreated" content="2017-06-30" /> | ||
<p style="margin-top: 0;">Is based on: The service strategy process from the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map">YaSM Process Map</a>.</p> | <meta itemprop="datePublished" content="2017-07-30" /> | ||
<meta itemprop="dateModified" content="2021-06-23" /></a></div> | |||
<div style="margin-left: 5%; color:#636363"> | |||
<p style="margin-top: 0; word-wrap:normal;">Is based on: The service strategy process from the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map">YaSM Process Map</a>.</p> | |||
<p>By:  Stefan Kempter <a href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Stefan Kempter | Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>  and  Andrea Kempter <a href="https://www.linkedin.com/in/andreakempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Andrea Kempter | Profile on LinkedIn" alt="Contributor: Andrea Kempter, IT Process Maps GbR" /></a>, IT Process Maps.<br style="clear:both;"/></div><p></html> | <p>By:  Stefan Kempter <a href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Stefan Kempter | Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>  and  Andrea Kempter <a href="https://www.linkedin.com/in/andreakempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Andrea Kempter | Profile on LinkedIn" alt="Contributor: Andrea Kempter, IT Process Maps GbR" /></a>, IT Process Maps.<br style="clear:both;"/></div><p></html> | ||
==Related articles== | ==Related articles== | ||
<html><a href="https://yasm.com/wiki/en/index.php/Strategy_Management"><img src="https://yasm.com/wiki/en/img/yasm-service-management/service-strategy-management.jpg" title="Strategy management: YaSM and the service strategy" alt="In YaSM we boiled down the service strategy process to the essentials." style="display: block; float: left; margin-right: 20px" width="320" height="180"/></a> | <html><a href="https://yasm.com/wiki/en/index.php/Strategy_Management"><img src="https://yasm.com/wiki/en/img/yasm-service-management/service-strategy-management.jpg" title="Strategy management: YaSM and the service strategy" alt="In YaSM we boiled down the service strategy process to the essentials." style="display: block; float: left; margin-left: 10px; margin-right: 20px" width="320" height="180"/></a> | ||
<div style="margin-left: | <div style="margin-left: 5%; color:#636363"> | ||
<p style="margin-top: 0;"><a href="https://yasm.com/wiki/en/index.php/Strategy_Management">YaSM and the service strategy</a></p> | <p style="margin-top: 0; word-wrap:normal;"><a href="https://yasm.com/wiki/en/index.php/Strategy_Management">YaSM and the service strategy</a></p> | ||
<p><small>by: Stefan Kempter</small></p> | <p><small>by: Stefan Kempter</small></p> | ||
<p>The practice of service strategy is the application of strategic thinking in the domain of service management. The concepts and ideas of 'strategic management' have a long history and are a whole management discipline in their own right, with numerous models and frameworks to support strategic decision-making in businesses: <a href="https://yasm.com/wiki/en/index.php/Strategy_Management">[...]</a></p></div><p> | <p>The practice of service strategy is the application of strategic thinking in the domain of service management. The concepts and ideas of 'strategic management' have a long history and are a whole management discipline in their own right, with numerous models and frameworks to support strategic decision-making in businesses: <a href="https://yasm.com/wiki/en/index.php/Strategy_Management">[...]</a></p></div><p> | ||
| Line 271: | Line 259: | ||
<p><small> | <p><small> | ||
<span itemprop="breadcrumb" itemscope itemtype=" | <span itemprop="breadcrumb" itemscope itemtype="https://schema.org/BreadcrumbList"> | ||
<span itemprop="itemListElement" itemscope itemtype=" | <span itemprop="itemListElement" itemscope itemtype="https://schema.org/ListItem"> | ||
<a itemprop="item" href="https://yasm.com/wiki/en/index.php/LP1:_Set_the_strategic_direction#Process_description"> | <a itemprop="item" href="https://yasm.com/wiki/en/index.php/LP1:_Set_the_strategic_direction#Process_description"> | ||
<span itemprop="name">Process description</span></a> | <span itemprop="name">Process description</span></a> | ||
<meta itemprop="position" content="1" /></span> › | <meta itemprop="position" content="1" /></span> › | ||
<span itemprop="itemListElement" itemscope itemtype=" | <span itemprop="itemListElement" itemscope itemtype="https://schema.org/ListItem"> | ||
<a itemprop="item" href="https://yasm.com/wiki/en/index.php/LP1:_Set_the_strategic_direction#Sub-processes"> | <a itemprop="item" href="https://yasm.com/wiki/en/index.php/LP1:_Set_the_strategic_direction#Sub-processes"> | ||
<span itemprop="name">Sub-processes</span></a> | <span itemprop="name">Sub-processes</span></a> | ||
<meta itemprop="position" content="2" /></span> › | <meta itemprop="position" content="2" /></span> › | ||
<span itemprop="itemListElement" itemscope itemtype=" | <span itemprop="itemListElement" itemscope itemtype="https://schema.org/ListItem"> | ||
<a itemprop="item" href="https://yasm.com/wiki/en/index.php/LP1:_Set_the_strategic_direction#Process_outputs"> | <a itemprop="item" href="https://yasm.com/wiki/en/index.php/LP1:_Set_the_strategic_direction#Process_outputs"> | ||
<span itemprop="name">Process outputs</span></a> | <span itemprop="name">Process outputs</span></a> | ||
<meta itemprop="position" content="3" /></span> › | <meta itemprop="position" content="3" /></span> › | ||
<span itemprop="itemListElement" itemscope itemtype=" | <span itemprop="itemListElement" itemscope itemtype="https://schema.org/ListItem"> | ||
<a itemprop="item" href="https://yasm.com/wiki/en/index.php/LP1:_Set_the_strategic_direction#Process_metrics"> | <a itemprop="item" href="https://yasm.com/wiki/en/index.php/LP1:_Set_the_strategic_direction#Process_metrics"> | ||
<span itemprop="name">Metrics</span></a> | <span itemprop="name">Metrics</span></a> | ||
<meta itemprop="position" content="4" /></span> › | <meta itemprop="position" content="4" /></span> › | ||
<span itemprop="itemListElement" itemscope itemtype=" | <span itemprop="itemListElement" itemscope itemtype="https://schema.org/ListItem"> | ||
<a itemprop="item" href="https://yasm.com/wiki/en/index.php/LP1:_Set_the_strategic_direction#Roles_and_responsibilities"> | <a itemprop="item" href="https://yasm.com/wiki/en/index.php/LP1:_Set_the_strategic_direction#Roles_and_responsibilities"> | ||
<span itemprop="name">Roles</span></a> | <span itemprop="name">Roles</span></a> | ||
| Line 335: | Line 323: | ||
[[Category:YaSM process]] | [[Category:YaSM process]] | ||
<!-- --- --> | <!-- --- --> | ||
Revision as of 15:28, 23 June 2021
Process name: Set the strategic direction - Part of: Service lifecycle processes
Next process: Design new or changed services
Process description
The service strategy process in YaSM assesses the service provider's range of services and the needs of current or potential future customers. Based on this assessment, the service provider is able to establish its strategic objectives and to draw up the strategic plan (the 'service strategy'). The strategic plan contains a number of initiatives or projects aimed at achieving the strategic objectives.
Fig. 1: 'Set the strategic direction':
YaSM service strategy process LP1. - Example 1: Strategic initiative executed as a service development project.
YaSM service strategy process LP1. - Example 1: Strategic initiative executed as a service development project.
A typical example for a strategic objective would be the ability to offer a new service to a particular group of customers. The strategic plan would then contain one or several initiatives for developing the new service, including all required supporting infrastructure and other capabilities.
Strategic initiatives are defined and initiated by the strategic process, but usually executed by a number of other YaSM processes.
Initiatives with the aim of creating new or significantly changed services, for example, will be carried out as formal service development projects through the service design and build processes (see fig. 1).
Fig. 2: 'Set the strategic direction':
YaSM service strategy process LP1. - Example 2: Strategic initiative executed through other YaSM processes.
YaSM service strategy process LP1. - Example 2: Strategic initiative executed through other YaSM processes.
For other types of strategic initiatives (see fig. 2), YaSM provides further mechanisms for their execution, such as:
- Service improvement initiatives managed through service improvement plans
- Process improvement initiatives managed through process improvement plans
- Skill development initiatives managed through skills development plans.
Compatibility: The YaSM strategy process is aligned with ISO 20000, the international standard for service management (see ISO/IEC 20000-1:2018, sections 5, 6, 7, 8.2 and 9), and it corresponds to the practice of 'ITIL 4 strategy management'.
Sub-processes
YaSM's service strategy process has the following sub-processes:
- LP1.1: Perform strategic assessments
- Process objective: To assess the present situation of the service provider within its current and possible future market spaces. This includes an assessment of current service offerings, capabilities, customer needs and competing offers from other service providers.
- LP1.2: Provide guidance for the use of technology
- Process objective: To align the service provider’s technical infrastructure with its strategic objectives, and to help the organization focus on a set of core technologies.
- LP1.3: Define strategic initiatives
- Process objective: To establish a strategic plan (the 'service strategy') containing specific initiatives aimed at achieving the service provider's strategic goals. Once the strategic initiatives are authorized, this process will also determine the most adequate ways of executing the initiatives.
- LP1.4: Start up service development projects
- Process objective: To start up a service development project for a new or changed service. This includes determining a service owner for a new service to be developed, ensuring funding for the service development, as well as triggering the set up of a formal project.
- LP1.5: Monitor strategic initiatives
- Process objective: To verify if the strategic initiatives are proceeding according to plan, and to introduce corrective measures where necessary.
Process outputs
This section lists the documents and records produced by the strategic process. YaSM data objects [*] are marked with an asterisk, while other objects are displayed in gray.
- Budget request
- A budget request is typically issued to obtain funding for setting up, improving or operating a service or process. An approved budget request means that the required financial resources have been allocated by the financial manager. [*]
- Request to add skills and human resources
- A request to add skills and human resources to the service provider organization, for example issued during service implementation if new or changed skills and/ or additional human resources are needed for a new service.
- Service definition
- A service definition specifies the service properties, in particular the offered functionality and the guaranteed service levels. Service definitions also describe how the organization's resources are used in order to provide the service. A service can be provided using one or several other (internal or external) supporting services. [*]
- Strategic assessment report
- The results of a strategic assessment are documented in a strategic assessment report. Strategic assessments typically take place at regular intervals in order to gain insight into the service provider's strengths, weaknesses and opportunities prior to updating the service strategy and the portfolio of services. [*]
- Strategic objectives
- The strategic objectives are formulated once a strategic assessment has been completed. They consist of a set of specific goals the service provider aims to achieve by pursuing the service strategy. As such, the strategic objectives are an important input for defining the strategic plan. [*]
- Strategic plan
- The strategic plan (at times referred to as the 'service strategy') identifies how the service provider will achieve its strategic objectives. It is used to manage strategic initiatives and report on their status throughout their lifecycle. The addition of new items to the strategic plan is often triggered by strategic assessments, although other service management processes may also suggest strategic initiatives. [*]
- Suggested process modification
- A suggestion for modifying one or several service management processes. Suggestions for process modifications or improvements may originate from anywhere within the organization.
- Suggested service modification
- A suggestion for modifying a service, for example to improve service quality or economics. Suggestions may originate from anywhere within or outside of the service provider organization.
- Technology guideline
- The technology guideline provides a high-level overview of the main infrastructure components and technologies as well as a roadmap for their future development. The technology guideline's main purposes are to align the service provider's technical infrastructure with its strategic objectives, and to help the organization focus on a set of core technologies. [*]
Notes:
[*] "YaSM data objects" are those documents or records for which the YaSM model provides detailed recommendations: Every YaSM object has an associated checklist (see example) describing its typical contents, and an associated lifecycle diagram depicting how the status of the object changes as it is created, updated, read and archived by various YaSM processes (see example).
"Other objects" are mostly informal data or information where YaSM has less strong views about their contents. There are no associated lifecycle diagrams or checklists.
Process metrics
Process metrics are used, for example, to assess if the service management processes are running according to expectations.
For suggestions of suitable metrics, please refer to the list of metrics for the service strategy process.
Roles and responsibilities
Process owner: Service strategy manager
- The service strategy manager supports the steering group in producing and maintaining the service provider's strategy. This role is also responsible for communicating and implementing the service strategy.
| YaSM role / sub-process | Serv. owner | Serv. portf. mgr. | Serv. strat. mgr. | Steering group | Techn. domain expert | |
|---|---|---|---|---|---|---|
| LP1.1 | Perform strategic assessments | - | R | AR | R | R |
| LP1.2 | Provide guidance for the use of technology | - | - | AR | R | R |
| LP1.3 | Define strategic initiatives | - | - | AR | R | - |
| LP1.4 | Start up service development projects | R | - | AR | - | - |
| LP1.5 | Monitor strategic initiatives | - | - | AR | - | - |
Notes
Is based on: The service strategy process from the YaSM Process Map.
By: Stefan Kempter 
and Andrea Kempter , IT Process Maps.
Related articles
by: Stefan Kempter
The practice of service strategy is the application of strategic thinking in the domain of service management. The concepts and ideas of 'strategic management' have a long history and are a whole management discipline in their own right, with numerous models and frameworks to support strategic decision-making in businesses: [...]
Process description › Sub-processes › Process outputs › Metrics › Roles
