1. ITIL Mind Map v1.0
ITIL Service Strategy Processes
Author: Danny Wong
http://www.linkedin.com/in/chinwhei

2. ITIL Service Strategy Processes
1. Portfolio
Management
Contents
2. Portfolio
Management
Purpose
3. Portfolio
Management
Process
4. Portfolio
Management
Portfolio Contents
5. Demand
Management
6. Business
Relationship
Management
7. Strategy
Management for
IT Services
8. Financial
Management
Value to the
Business
9. Financial
Management
Policy Decisions
10. Financial
Management
Outputs
11. Financial
Management
Scope
12. Risk

3. ITIL Service Strategy Processes
1.
Portfolio Management Contents
1.1 Contents
1.1.1
Service Pipeline
1.1.1.1 Service Design
1.1.1.2 Development
1.1.2
Service Catalogue
1.1.2.1 Operational Services
1.1.3
Retired Services

4. ITIL Service Strategy Processes
2.
Portfolio Management Purpose
2.1 Purpose
2.1.1
2.1.2
2.1.3
2.1.4
To ensure Service Provider has the Right Mix of Services to Balance the Investment in IT with ability
to meet Business Outcomes
Tracks Investment through Lifecycle and ensures appropriate returns are Achieved
Ensures Services Clearly Defined and Linked to Business Outcomes
Clarify the Answers to Key Strategic Questions
2.1.4.1 Why should a Customer Buy these Services?
2.1.4.2 Why should they Buy these Services from us?
2.1.4.3 What are our Pricing and Chargeback Models?
2.1.4.4 What are our Strengths, Weaknesses, Priorities and Risks?
2.1.4.5 How should our Resources and Capabilities be allocated?

5. ITIL Service Strategy Processes
3.
Portfolio Management Process
3.1 Process
3.1.1
Process Initiation
3.1.1.1 Strategy Management
3.1.1.2 Business Relationship Management
3.1.1.3 Continual Service Improvement
3.1.1.4 Other Service Management
3.1.1.5
Processes
3.1.2
Define
3.1.2.1 Strategy
3.1.2.2 Request from Business
3.1.2.3 Service Improvement Opportunities
3.1.2.4 Service Suggestion
3.1.2.5 Existing Services
3.1.2.6 Service, Customer and Business
Outcomes
3.1.2.7 Service Models
3.1.2.8 Impact on Service Portfolio and
Service Model
3.1.3
Analyze
3.1.3.1 Service Portfolio Review
3.1.3.2 Analyze Investments, Value and
Priorities
3.1.3.3 Articulate Value Proposition
3.1.4
Approve
3.1.4.1 Retain
3.1.4.2 Replace
3.1.4.3 Rationalize
3.1.4.4 Refactor
3.1.4.5 Renew
3.1.4.6 Retire
3.1.4.7 Change proposal
3.1.4.8 Change management authorization
3.1.4.9 Change proposal authorized
3.1.5
Charter
3.1.5.1 Communicate with stakeholders
3.1.5.2 Service design and transition
processes
3.1.5.3 Track progress and update portfolio

6. ITIL Service Strategy Processes
4.
Portfolio Management Portfolio Contents
4.1 Portfolio Contents
4.1.1
Opportunity
4.1.2
Value proposition
4.1.3
Business outcomes supported
4.1.4
Business cases
4.1.5
Priorities
4.1.6
Risks
4.1.7
Offerings & packages
4.1.8
Investments required
4.1.9
Cost & pricing

7. ITIL Service Strategy Processes
5.
Demand Management
5.1 Objective
5.1.1
To Identify and Analyze the Patterns of Business Activity that Initiate Demand for Services
5.1.2
User Profiles Analyze Patterns of Business Activity
5.1.3
Work with Capacity Management
5.2 Value to Business
5.2.1
Achieve Balance between Cost and Value of Outcomes
5.2.2
Refines Understanding of Interactions
5.2.3
Enable Executives to Evaluate Real Investment

8. ITIL Service Strategy Processes
6.
Business Relationship Management
6.1 Objective
6.1.1
Establish and Maintain Business Relationships
6.1.2
Ensure Service Provider can meet needs of the Business
6.1.3
Assists Business in Articulating Value of Service

9. ITIL Service Strategy Processes
7.
Strategy Management for IT Services
7.1 How a service provider will enable an organization to achieve its business outcomes
7.2 Process
7.2.1
Assessment
7.2.1.1 Analyze Internal and External Factors
7.2.1.2 Define Market Spaces
7.2.1.3 Identify Strategic Industry Factors
7.2.1.4 Establish Objectives
7.2.2
Generation
7.2.2.1 Determine Perspective
7.2.2.2 Form a Position
7.2.2.3 Craft a Plan
7.2.2.4 Adopt Patterns of Action
7.2.3
Execution
7.2.3.1 Align Assets with Outcomes
7.2.3.2 Optimize CSFs
7.2.3.3 Priorities Investments
7.2.4
Measurement and Evaluation
7.2.4.1 CSI
7.2.4.2 Expansion and Growth
7.3 Triggers
7.3.1
Annual Planning Cycles
7.3.2
New Business Opportunity
7.3.3
Changes to Internal and External Environments
7.3.4
Mergers or Acquisitions

10. ITIL Service Strategy Processes
8.
8.1
8.2
8.3
8.4
8.5
8.6
Financial Management Value to the Business
Enhanced Decision Making
Speed of Change
Service Portfolio Management
Finance Compliance and Control
Operational Control
Value Capture and Creation

11. ITIL Service Strategy Processes
9.
Financial Management Policy Decisions
9.1 Cost Centre
9.2 Profit Centre
9.3 Funding
9.3.1
External
9.3.2
Internal
9.4 Funding Models
9.4.1
Rolling Plan
9.4.2
Zero Based
9.4.3
Trigger Based

12. ITIL Service Strategy Processes
10. Financial Management Outputs
10.1 Service Valuation
10.2 Service Investment Analysis
10.2.1
Assesses the Value or Return of a Service over the Total Lifecycle
10.2.2
Based on the Value Received and the Costs Incurred
10.3 Compliance
10.4 Cost Optimization
10.5 Business Impact Assessment (BIA)
10.5.1
Seeks to Translate Outage Severity into a Financial Value
10.5.2
Aid to Decision Making and Prioritization
10.5.3
Helps to Identify
10.5.3.1 Cost of Service Outage
10.5.3.2 Relative Value of Services
10.6 Planning Confidence

13. ITIL Service Strategy Processes
11. Financial Management Scope
11.1 Budgeting
11.1.1
Analysis of Previous Budget
11.1.2
Assessment of Plans
11.1.3
Specification of Changes to Funding and Spending
11.1.4
Cost and Income Estimation
11.1.5
Budget(s)
11.2 Accounting
11.2.1
Cost Model
11.2.2
Cost Centers and Cost Units
11.2.3
Cost Types and Elements
11.2.4
Cost Classification
11.2.5
Chart of Accounts
11.2.6
Analysis and Reporting
11.2.7
Action plans
11.3 Charging
11.3.1
Policies
11.3.1.1 Cost Recovery or Break Even
11.3.1.2 Recovery with Margin
11.3.1.3 Cross Subsidization
11.3.1.4 Notional Charging
11.3.2
Decide on Chargeable Items
11.3.3
Pricing
11.3.4
Billing

14. ITIL Service Strategy Processes
12. Risk
12.1 Service Provider
12.2 Contract
12.3 Design
12.4 Operational
12.5 Market