ITIL Service Strategy – What are Retired Services

Once a service has been used and a contract between a service provider and a client has been terminated, it will likely end up being phased out by the service provider. Retiring a service is a normal event in a service lifecycle.

Retired services are not available for use by present customers, but if they provide a strong and special business case, the service providers can reinstate and revamp the phased out service.

Although these services are fully terminated, the information and data accumulated while it was under operation might prove valuable as they are stored in the knowledge base of the company.

ITIL Service Strategy Questions To Answer

Successful Service providers must have the capability to think, plan, act and enhance their activities strategically.

ITIL V3 guidance, specifically in the V3 Service Strategy Core text, provides guidance on the achievement of strategic goals or objectives that require the use of strategic assets.

The ultimate goal is to transform IT service management into a strategic asset that adds real value to the Service Provider.

ITIL Service Strategy helps Service Providers to answer:

What IT Services should we provide?

Who should we provide these services too?

How do we genuinely differentiate from competitors?

How do we create lasting business value for our customers?

How can we make a case for ROI and other investments?

How should we best define and measure service quality?

How do we choose between different paths for improving service quality?

How do we efficiently (re)allocate resources across a portfolio of services?

How do we resolve conflicting demands for shared resources?

ITIL Service Strategy contains guidance and knowledge from many other disciplines such as operations, engineering, marketing,finance, program management, organizational development, supplier management and process dynamics.

A broad, but direct approach from experienced and qualified professionals is necessary to obtain and take action on the above questions. The answers must form the starting point for a 'body of knowledge' to be created and acted on.

ITIL Service Portfolio - How It Fits With Service Strategy

One of the key aspects of the ITIL Service Strategy is keeping a well documented service portfolio. A service portfolio usually contains a detailed view of a service provider's history, along with its commitments and investments that it has gone through over the years.

A look at a service provider's portfolio and one would see a comprehensive description of the company's past and ongoing contractual obligations. It chronicles the services that they offered, the products that they are delivering in present companies, and it also notes the service provider's third party services.

With a service portfolio handy, the company can wisely choose which services can fit their busines organization better. A service portfolio can testfiy to the power and reliability of a service provider, as it also helps in improving the allocation of their resources.

A company's service portfolio is an effective way on getting a client's attention and interest. That's why it is necessary that it contains a clear and precise look of the company. It should provide the client an accurate explanation of the various process used and the cost that it might incur in the service operation.

A service portfolio contains three phases: -

- Service Catalogue

A service catalogue contains the services that the company presently offers in their business. It details comprehensive service solutions that can be easily modified for a new customer.

- Service Pipeline

The service pipeline consists of future services that are currently in development by the service provider. It helps the client realize the growth and the direction of the company with its listed future projects included in the service portfolio.

- Retired Services

These are the past services that the company has rendered. Retired services are classified as phased out services that are not available for clients, unless they make a special business case for themselves.