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Service Strategy – Book I (ITIL V3)

Hey guys. All good.

Today's article will talk about the 1st book of ITIL v3.

The Service Strategy publication is responsible for developing and maintaining business and IT strategies. He advocates, mainly, that the organization carry out a strategic assessment (very similar to the SWOT analysis), to then create an actual strategy for offering IT services.

The Service Strategy is made up of 3 processes:

Detailing each of the processes, we have:

 

1st Process of the Service Strategy: Demand Management.

Demand Management is a critical aspect of Service Management, as demand that is not efficiently managed causes uncertainty and is a source of risk for the service provider.

Its main focus is on analyzing, tracking, monitoring and documenting business activity patterns. Therefore, we seek to know what the current demands are and predict what the future demands will be.

The establishment of Service Level Agreements, forecasting, planning and coordination with the customer are measures that can reduce demand uncertainty, although they are not capable of eliminating it entirely.

 

 

2nd Process of the Service Strategy: Portfolio Management.

The Service Portfolio has the following purposes:

  • Describe a provider's services in terms of the value added to the business, defining the business needs and the provider's solutions to these needs;
  • Provide information about all services through the lifecycle;
  • Help with IT governance, informing IT activities;
  • Identify services queued for development (Service Funnel), services in operation (Service Catalog) and services retired or removed from the Portfolio.

 

The Portfolio provides information about all services at any stage of the life cycle, so it presents what is in the queue to be developed, what is in operation and what should be removed or has already been removed from operation due to being obsolete.

See an illustration of what was described above:

Furthermore, the Service Portfolio is subdivided into 3 parts:

 

And now let's move on to the last Process of the Strategy Book.

We only have 3 Processes in this first publication. Very easy

 

3rd Process of the Service Strategy: Financial Management.

The objective of the Financial Management process for IT services in an internal IT department must be to provide an effective cost for the expenses applied to the assets.

Financial Management manages the financial cycle of the IT Portfolio of an organization, quantifying the value of IT services and ensuring that financial resources are compatible and appropriate for the organization, in terms of demand and value for the business.

Therefore, Financial Management consists of three activities:

 

ATTENTION: These activities are charged by the stalls.

 

 

Guys, very simple. It is easy to understand the objectives of these Processes.

A good sign for us to continue with the other publications and respective processes provided for in ITIL v3.

But now let's test our knowledge with some questions from CEBRASPE/CESPE.

 

Let's go!

 

(CEBRASPE/CESPE/SEFAZ-AL/2020) Judge the following item, relating to the fundamentals of ITIL v3. ITIL does not have a specific process that performs financial, accounting or billing management of an information technology (IT) service provider; however, when developing the business case, it is feasible to include information about financial costs and benefits about the IT services involved.

 

Answer: What do you mean, right? We saw that in the Service Strategy book, there are 3 Processes.

And one of them is the Financial Management Process, which is responsible for three activities:

 

 

WRONG question.

 

(CEBRASPE/CESPE/SEFAZ-RS/2019) It is unnecessary for the management of finances such as costs and budgets to be included in IT governance guides and/or models, despite this type of management characterizing action associated with governance. Combined with finance management, the budget is addressed in ITIL, in the strategy stage, and in PMBOK, in project cost management.

 

Answer: What a phenomenal question. Mixes ITIL with Project Management (PMBOK).

The budget is one of the activities of the Service Management Process covered in ITIL, in the Strategy stage, and in PMBOK, in project Cost Management.

 

RIGHT question.

 

(CEBRASPE/CESPE/SEFAZ-MA/2018/Q991360) Judge the following item, regarding the ITIL v3 library. The organization's IT governance must use the service portfolio management process to identify the IT resources to be allocated to a particular service to meet a customer's needs.

 

Answer: Exactly. Portfolio Management deals with managing the list of planned and discontinued services. This list makes it possible to identify the IT resources to be allocated to a particular service to meet a customer's needs, and even a discontinued service can be useful and provide value to the business again.

 

RIGHT question.

 

(CEBRASPE/CESPE/STJ/BR/2018/Q968252) Requirements for managing IT services for a given organization are listed below.

I – Have a structured database with information about all IT services in production.

II – Manage the entire life cycle of all IT services, including those under development.

III – Create a channel for users to provide information about the services and procedures necessary to obtain them.

With reference to the requirements presented, judge the following item, relating to service management and ITIL v3.

Among the ITIL v3 processes, the one that best suits requirement I is service catalog management, which is part of the service portfolio and contains information about customer-facing services, including those available for deployment.

 

Answer: Portfolio Management identifies services queued for development (Service Funnel), services in operation (Service Catalog) and services retired or removed from the Portfolio.

 

RIGHT question.

 

(CEBRASPE/CESPE/FUNPRESP EXEC/BR/2017) Judge the following item, relating to components and processes of the ITIL v3 model. Financial management for IT services manages the organization's budget planning requirements, without dealing with requirements related to accounting and charging service providers, as it is focused on controlling internal values.

 

Answer: As already seen, IT Accounting, Billing and Budgeting are Financial Management activities.

 

WRONG question.

 

(CEBRASPE/CESPE/DEPEN/BR/2015) Regarding ITIL v3, judge the following item. The service strategy establishes that service management policies and processes[1] are implemented in accordance with the organization's strategy.

 

Answer: The purpose of the Strategy stage is to manage the Service Management lifecycle in accordance with the organization's strategies.

 

RIGHT question.

 

Well, folks, that's it.

See you later, happy studying!

Prof. Samantha Gomes

 

 

 

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