Ian Clayton reviews the ITIL 2011 Service Strategy core volume

At 06:40 Any manager within the Service Provider organisation is deemed to be a Service Manager. In my view a Service Owner role must be assigned who has end-to-end accountability for the service.  Otherwise how will escalation work and what are the lines of communication between the Service Provider and Business Users.

At 10:00 Ian highlights the Business Perspective.

At 11:10 Stakeholders want business outcomes they desire.

At 13:09 Ian recommends that the Service Strategy book should be mandatory reading for all Senior Executives responsible for managing s ervices.

“All service providers need to define their client servicing strategy” 

Ade McCormack penned a great FT article entitled  “Users want service, not technology”

A strategic perspective to Service Management is necessary once you have achieved operational effectiveness because you need to create value for your customers by providing them with differentiated services.


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