| Thursday, 8 January 2009 |
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The ITIL V3 Strategy Generation Process does not, at first glance, look like a process as such. When the publications were first released, the steps of the process were referred to as the '4 Main Activities' of Service Strategy. However, since the publication of the overview documentation (An Introductory Overview for V3), it has become clear that these 4 Main Activities are indeed the steps of the process.
So here are the steps ...
Define the Market
Develop the Offering
Develop Strategic Assets
Prepare for Execution
Now Let's go through them.
Firstly, the 'Define the Market' step is all about understanding, or gaining clarity, on the question of: who is the customer?
It might sound a bit unnecessary, but actually, for some operations, they are not sure exactly who their customers are. This naturally brings up the subject of different Types of Service Provider. V3 suggests there are 3 broad types of Service Provider.
Here they are...
Type I - a single internal customer
Type II - multiple internal customers
Type III - external customer(s)
The second step concerns understanding what the customer wants. The creation (development) here is the development of the offering i.e. what will be offered - the idea. It is not the development of the service solution - that is done in Service Design. However, it includes the identification of 'Market Spaces' - or niches - in which to operate and develop service offerings.
The third step is all about tooling-up. In other words acquiring the necessary Resources and Capabilities to put the strategy into effect.
Resources - Stuff you can use (money, people, products)
Capabilities - Stuff you can do (manage, organise, develop)
Finally the 'Prepare for Execution' step concerns thorough self-analysis arounf what the organisation already does well - useful to take account of such things in the development of a strategy - and also, the production of a strategy itself.
A Strategy can, of course, take the form of any of the 4 Ps - or any mixture of the 4 Ps - see my article on Mintzbergs 4Ps for more information. |
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posted by The White Dove Partnership @
23:18 |
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