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Service Strategy Best Practice


according to ITIL® and ISO 20000


Service Strategy guides the definition of service offerings and the provision and economic control of IT Services of the IT Service Provider. To achieve this

  • the customer requirements are analyzed and evaluated

  • the market is analyzed regarding offerings and demands

  • appropriate IT Services are managed within the Service Portfolio

  • the demand is controlled by appropriate technical and economic actions

  • the economic control of the provision of IT Services is performed.


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Processes of ITSM Service Strategy in detail


ITIL® and ISO 20000   ITSM Process Library
Strategy Management for IT Services   Management of IT Service Strategy
Service Portfolio Management   Service Portfolio Management
Financial Management for IT Services   Financial Management
Demand Management   Demand Management
Business Relationship Management   Business Relationship Management

Main information flows and interfaces of ITSM Service Strategy

Main information flows and interfaces of ITSM Service Strategy according to ITIL® and ISO 20000

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(Documents within information flows only visible in our ITSM Process Collections)


Responsible roles of Service Strategy

Service Strategy Manager

Business Relationship Manager

Demand Manager

Service Portfolio Manager

Financial Manager

IT Steering Committee


Performance indicators of Service Strategy

KPIs of Management of IT Service Strategy

KPIs of Business Relationship Management

KPIs of Demand Management

KPIs of Service Portfolio Management

KPIs of Financial Management

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Last update 2022-10-04 

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