The Forgotten Volumes: ITIL® Service Strategy and Service Design

Presented by

Phyllis Drucker, President, EZ 2B GR8 Service Management, a provider

About this talk

The ITIL® framework provides everything you need for effective Business Service Management, including tools to deal with emerging technologies like cloud, tablets, social media and tomorrow’s great new thing. The keys are found in the Service Strategy and Service Design phases of the ITIL® Lifecycle, which set us up to provide the services our businesses need to increase their competitive advantage in the market, move into new markets or strengthen their position with existing customers. Did you ever wonder why portions of the Service Strategy volume read like a text from an MBA program? It’s mainly because we need to get our heads around business strategy and get onto the strategic playing field with our business to provide the most value. During this session our presenter will provide a fresh perspective on the ways in which the ITIL® Service Strategy processes support Business Service Management and set the stage for the rest of the lifecycle. She will tie together the processes beginning with Service Strategy and showing the links and interrelationships between all of the lifecycle phases.

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