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48 Cards in this Set
- Front
- Back
Principles of Service Strategy
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Strategy
Customers & Service Service Providers Defining Services Customer Satisfaction Service Economics Sourcing Strategy Inputs and Outputs |
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4 P's of Service Strategy
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Perspective
Position Plan Patterns |
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Priniciple for deciding a strategy
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- An organisation should perform its mission better than its competitors.
- Decide on an objective or end state that differntiates the value over the competitors. |
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What is value capture
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When innovations are launched versus the value captured during ongoing operations
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Attributes of perspective
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- Vision and direction of the organisation
- Cements a service providers distictiveness |
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Attributes of position
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- How the service provider will compete with other service providers in the market
- What attributes and capabilities set them apart from their competitors |
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What are the four broad types of position
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- Variety based
- Need based - Access based - Demand based |
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What is variety based positioning
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- Narrow range of services to a variety of customers with varied needs
-Think - 1 to many |
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What is need based positioning
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- Wide range of services to a small number of customers
- Think - many to 1 |
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What is access based positioning
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- Highly taylored service to a specific target market
- Think - 1 to 1 |
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What is demand based positioning
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- variety based approach, but allows each customer to customise the components of the service.
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Attributes of plan
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- Discribes the activities required to achieve perspective and position
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Attributes of patterns
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- Repeatable actions that the service provider will need to perform to continue to meet the strategic objectives
- The way the organisation interacts with customers and suppliers - Ensure the service provider doesn't continually react to demand in a new way every time |
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What is the realtionship between the 4P's
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A service providers perspective and position will allow it to develop plans to achieve the strategic objectives
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Define a service
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A means of delivering value to the customer by faciltating their outcomes without ownership of specific costs and risks.
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What are the two types of outcomes
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Business - usually internal customers
Customer - usually external |
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What are the three service types
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- Core
- Enabling - Enhancing |
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What is a reference value
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Business outcome, preference or perception
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What are the characteristics of value
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- Value is defined by the customer
- Affordable mix of features - Achievment of objectives - Value changes over time |
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What is required to understand the value of IT
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- What service did it provide
- What did the service achieve - How much did the service cost |
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How is value defined
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- Business outcome achieved
- Customers preferences - Customers perception |
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What are the attributes of Utility
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- Performance
- Constraints |
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What are the attributes of warranty
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- Secure
- Availability - Continuous - Capacity |
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What are the attributes of an asset
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- Resource
- Capability |
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What are the attributes of a resource
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- Financial Capital
- Infrastructure - Applications - Information |
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What are the attributes of capabilities
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- knowledge
- Organisation - Management - Process |
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What are the three types of service provider
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- Internal (type 1)
- Shared Service Unit (type 2) - External (type 3) |
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What factors might define a service provider to be kept in house (internal)
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- Activity closely linked with other assets in the business
- Seperating will increase complexity - Performance is hard to define and measure |
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What factors might define a service provider to source externally
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- Highly specialised assets that can't be utilised for anything else
- Infrequent use - Activity is routine and not very complex |
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What are the 8 steps for defining a service
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- Define the market
- Understand the customer - Quantify the outcome - Clasify and visualise the service - Understand the opportunity (Market space) - Define service based on outcomes - Service model - Define service units and packages |
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To understand the customer what factors will they always measure
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- Performance
- Quality - value |
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Where will you be able to review the outcomes
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- Pipeline
- Service catalogue - Service level agreement |
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What is a market space
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These are the opportunities that an IT service provider can exploit to meet the business needs of the customer.
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How do you measure Service Economics
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The balance between the cost of providing the service and the value the outcome achieves
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What are the four main areas that are required for Service Economics
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- Service portfolio management
- Financial management for IT services - Return on investment (ROI) - Business Impact Analysis (BIA) |
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What is the business case used for
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- Decision support and planning tool
- Consequences of business action - Qualitative and quantitative dimensioning - Financial input |
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What are the two types of Capital budgeting
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- Screening - Service passes a pre-determined hurdle
- Preference - Choosing against competing alternatives |
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Define sourcing strategy
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Analysing how to source and deploy the resource capabilities required to deliver outcomes to the customer, providing effective and efficient delivery of service.
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What issues should be evaluated for multi-vendor sourcing
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- Technical complexity
- Organisational interdependancies - Integration planning - Managed sourcing |
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What are the five service strategy processes
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- Strategy management for IT services
- Service portfolio management - Financial management for IT services - Demand management - Business relationship management |
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What is the purpose of Strategy management for IT services
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To articulate how a service provider will enable the organisation to achieve the business outcomes.
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What are the three Strategy management activities
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- Strategic assessment
- Strategy generation - Strategy execution |
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What is the purpose of strategic assessment
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To determine the service providers current situation and what changes are likely to impact it in the foreseeable future
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What might influence internal market spaces
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- Priority and strategic value
- Investments required - Financial objectives - Risks involved - Policy constraints |
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What does Strategy management for IT services interface too?
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- Service portfolio management
- Financial management - Service design - Service transition - Knowledge management - Service operation - Continual service improvement |
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What is the purpose of Service portfolio management?
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To ensure that the service provider has the right mix of services to balance the investment in IT with the ability to meet the business outcomes
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What does Service portfolio management interface too?
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- Service catalogue management
- Strategy management - Financial management - Demand management - Business relationship management - Service level management - Capacity and availability management - IT service continuity management - Information security management - Supplier management process - Change management - Service asset and configuration management - Service validation and testing - Knowledge management - Continual service improvement |
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What is the purpose of Finacial Management for IT Services?
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Secure the appropriate level of funding to design, develop and deliver the services that meet the strategy of the organisation
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