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Developed by the British government’s Central Computer and Telecommunications Agency (CCTA) during the 1980s, the ITIL first consisted of more than 30 books, developed and released over time, that codified best practices in information technology accumulated from many sources (including vendors’ best practices) around the world. IBM, for example, says that its four-volume series on systems-management concepts, A Management System for Information Systems, known as the Yellow Books, provided vital input into the original ITIL books.
ITIL Service Strategy
ITIL Service Strategy involves examining the current market needs and existing offerings and creating a plan for services to meet needs. Service Strategy is made up of five separate processes: Service Portfolio Management, Financial Management, Strategy Management for IT Services, Demand Management, and Business Relationship Management.
Service Portfolio Managementfocuses on managing the portfolio of all offered IT services. Service Portfolio Management ensures that delivered services remain aligned with Service Strategy goals.
Financial Managementcenters on financial spending and services – the budgeting, accounting, and charging activities of the business. Financial Management also looks at the costs to provide services while maximizing service value.
Strategy Management for IT Servicesinvolves examining IT services in the context of overall market position. Strategy Management includes analyzing the market, reviewing current customer needs, and planning for potential market expansion.
Demand Managementassesses customer demand against the services provided. Understanding customer’s demands, and balancing that with the capacity, availability, and types of services provided are all part of Demand Management.
Business Relationship Managementis the final process in ITIL Service Strategy. Business Relationship Management involves creating and maintaining customer relationships, understanding customer needs, and providing services to meet those needs.