Service Strategy – Book I (ITIL V3) - Kasamim Noticias
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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 preaches, mainly, that the organization makes a strategic evaluation (much like the SWOT analysis), to then create a proper strategy for offering IT services.

The Service Strategy consists 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 managed efficiently causes uncertainty and is a source of risk for the service provider.

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

the establishment of Service Level Agreements, forecasting, planning and coordination with the customer are measures that can reduce demand uncertainty, although they are not able to eliminate 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 added value to the business, defining business needs and the provider's solutions to those needs;
  • Provide information about all services through the lifecycle;
  • Help with IT governance by informing IT activities;
  • Identify services queued for development (Service Funnel), services in operation (Service Catalog), and services retired or retired from the Portfolio.

 

The Portfolio provides information on all services at any stage of the lifecycle, so it presents what is in the queue to be developed, what is in operation and what must be retired or has already been retired because it is obsolete.

See an illustration of what was described above:

In addition, the Service Portfolio is subdivided into 3 parts:

 

And, now we come 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 purpose of the Financial Management process for IT services in an internal IT department must be to provide an effective cost for spending on assets.

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

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 the other publications and respective processes foreseen in ITIL v3.

But now we are going to test our knowledge with some CEBRASPE/CESPE questions.

 

Let's go!

 

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

 

Answer: How so, right? We saw that in the book Service Strategy, 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 guides and/or IT governance models, although this type of management characterizes action associated with governance. Allied to finance management, budgeting is addressed in ITIL, in the strategy stage, and in PMBOK, in project cost management.

 

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

Budgeting is one of the activities of the Service Management Process addressed 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 should use the service portfolio management process to identify the IT resources to be allocated to a given 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 given service to meet the needs of a customer, and even a discontinued service can be useful and once again provide value to the business.

 

RIGHT question.

 

(CEBRASPE/CESPE/STJ/BR/2018/Q968252) The following lists requirements for managing IT services for a given organization.

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

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

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

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

Among the ITIL v3 processes, the one that best fits requirement I is managing the service catalog, 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 withdrawn from the Portfolio.

 

RIGHT question.

 

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

 

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

 

WRONG question.

 

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

 

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

 

RIGHT question.

 

Well, folks, that's it.

See you later, good studies!

Prof. Samantha Gomes

 

 

 

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