Strategy

• How to create value for customers

• How to best use resources and capabilities

• What services should be offered.

Service Strategy

• Shows organizations how to transform Service Management into a strategic asset and to then think and act in a strategic manner
  
  
• Helps clarify the relationships between various services, systems or processes and the business models, strategies or objectives they support
  
  

To operate and grow successfully in the long term, service providers must have the ability to think and act in a strategic manner. The purpose of the Service Strategy publication is to help organizations develop such abilities. The achievement of strategic goals or objectives requires the use of strategic assets. The guidance shows how to transform service management into a strategic asset.

Organizations benefit from seeing the relationships between various services, systems, or processes they manage and the business models, strategies, or objectives they support.

The Guidance answers questions of the following kind:

• What services should we offer and to whom?

•  How do we differentiate ourselves from our competing alternatives?

• How do we truly create value for our customers?

• How do we capture value for our stakeholders?

• How can we make a case for strategic investments?

• How can financial management provide visibility and control over value-creation?

• How should we define our service quality?

• How do we choose between different paths for improving service quality?

• How do we efficiently allocate resources across a portfolio of our services?

• How do we resolve conflicting demands for shared resources?