Chapter 2

Understanding Service Strategy

THE FOLLOWING ITIL FOUNDATION EXAM TOPICS ARE COVERED IN THIS CHAPTER:

• Account for the purpose, objectives and scope of service strategy
• Briefly explain what value service strategy provides to the business
• Generic concepts and definitions:
  • Utility and warranty
  • Assets, resources and capabilities
  • Governance
  • Risk management
  • Patterns of business activity
• Describe value creation through services

This chapter explores the service strategy lifecycle stage. This is often referred to as the core of the service lifecycle, and it sets the strategic approach for the whole of the lifecycle, leading into the operational environment.

The concepts that are explored in this chapter set the policies for the whole service lifecycle and cover important aspects relating to how IT service management provides value to customers.

The service strategy lifecycle stage also includes the policies for governance and risk management that will apply to the whole service lifecycle.