This chapter talks in detail about various aspects related to service level management. Overview Service Level Management (SLM) deals with negotiating, agreeing and documenting existing services with some level of policies.…
Service Catalogue Service Catalogue contains information of specific services for which customer are willing to pay. It is a knowledge management tool which allows employees and consultants to route their…
Service Design is an integral part of ITIL. This chapter talks about this in detail. Introduction Service Design provides a blueprint for the services. It not only includes designing of a…
Financial Management deals with accounting, budgeting and charging activities for services. It determines all the costs of IT organization on the basis of direct and indirect costs. This process is used…
Demand Management is a very important and critical process in service strategy. It helps to understand customer demand for services so that appropriate capacity can be provisioned to meet those demands.…
This chapter discusses the aspects of business relationship management in ITIL in detail. Relationship A relationship is a connection between two people or things. In case of Business Relationship Management,…
Service Portfolios Service portfolio contains description of all the services engaged throughout the service lifecycle. It also represents the commitment and investment made by service provider across all customers and…
For positive results, service provider needs to plan his services strategically. A good service strategy defines a unique approach for delivering better value. Service Strategy Manager is the process owner…
There are several roles that are responsible for managing different key aspects of Service Strategy. This chapter discusses the roles of each in detail. Sr.NoRole & Responsibility1Business Relationship ManagerMaintains good…
Service Strategy helps to design, develop and implement service management as organizational capabilities and strategic assets as well. It enables a service provider to consistently outperform competitive alternatives over time, across…