ITIL v3 : Service Startegy (Part 1)

Basic guidelines to add value to the customer :

• Look from the customer's perspective.
• Recognize the value that can be added at different level of process or service.
• Business outcomes the service can provide to the customer

To understand customer's perspective we need to ask ourselves following questions :

• What is our business?
• Who are our customer ?
• What is that the customer value?
• Who depends on our services?
• How do customer use our services?
• How are our services valuable to customer?

One way the service provider can add value to goods and services is through the use of assets. There are two main types of assets :

1. Resource
2. Capabilities

Resource
The direct form of input to the system or process.
Example -Information, Infrastructure, Applications, Financial capital

Capabilities
Capabilities are the component that make up an organization's ability to use and transform resource in a way that adds value to services or product .
They are often

• Experience-driven
• Knowledge-intensive
• Information-based that lie within the organisation's people, processes and technologies

Both of assets bring capacity for creativity, analysis, perception, learning, judgement, leadership, communication, empathy and trust to an organisation.

Service Automation can have direct impact on the performance of service assets.It can improve the quality of delivered services, reduce risk, and resolve production trade-offs.Examples of areas in which service management can benefit from service automation :

• Pattern recognition and analysis.
• Detection and monitoring
• Optimization

Advantages of service automation :

• Adjusting capacity to demand.
• Enabling complex processes.
• Provides an means to capture knowledge required for monitoring, analyzing, and improving a service process.
• Enabling handling capacity with fewer time restriction.

Basic guidelines to ensure the service automation:

• Simplify service processes before automation.
• Clarify the needed flow of activities.
• Minimize users' contact with underlying processes.
• Exercise caution when automating complex task or interactions.