SERVICE STRATEGY

A PRESENTATION BY
B. G. GUPTA
bggupta1@gmail.com
PURPOSE
Define the perspective, position,
plans and patterns that a service
provider needs to be able to
execute to meet an
organizations business
outcomes.
OBJECTIVES
An understanding of what strategy is
A clear identification of the definition of services and
the customers who use them
The ability to define how value is created and
delivered
A means to identify opportunities to provide services
A clear service provision model
The means to understand the organizational
capability required to deliver the strategy
An understanding of how service assets are used to
deliver services
Processes to define and achieve the strategy
SCOPE OF SERVICE STRATEGY
Internal and external service providers
Profit and not-for-profit service providers
Two aspects of strategy included:
Defining a strategy whereby a service provider
will deliver services to meet a customers
business outcomes
Defining a strategy for how to manage those
services
VALUE TO THE BUSINESS
Links service provider activities to customer outcomes
Service provider understands what makes its customers
successful, and then organizes itself accordingly
Enables the service provider to respond quickly and
effectively to changes in the business environment,
ensuring increased competitive advantage
Supports the creation and maintenance of a portfolio of
quantified services that will enable the business to
achieve positive return on its investment in services
Facilitates functional and transparent communication
between the customer and the service provider, so that
both have a consistent understanding of what is required
and how it will be delivered
Provides the means for the service provider to organize
itself so that it can provide services in an efficient and
effective manner.
UTILITY AND WARRANTY
UTILITY
What does the service do?
Functional requirements
Features, inputs, outputs
fit for purpose

WARRANTY
How well does the service do it?
Non-functional requirements
Capacity, performance, availability
fit for use
UTILITY AND WARRANTY
VALUE CREATION THROUGH RESOURCES
AND CAPABILITIES
Resources are direct inputs for production
Capabilities are an organizations ability to coordinate, control
and deploy resources to produce value
CAPABILITIES RESOURCES
Management Financial capital
Organization Infrastructure
Processes Applications
Knowledge Information
People (skills) People (# of employees)
COMPONENTS OF VALUE
BUSINESS
OUTCOME
VALUE
PERCEPTIONS
PREFERENCE
ECONOMIC VALUE OF A SERVICE
RISK ANALYSIS AND MANAGEMENT
RISK ANALYSIS &
IDENTIFICATION
RISK
MANAGEMENT
THANKS
bggupta1@gmail.com