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How do you leverage emerging technologies and trends to enhance your service strategy?

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Service Strategy is one of the five stages of the IT Service Lifecycle, as defined by the ITIL framework. It provides the vision, direction, and guidance for designing, developing, and delivering IT services that meet the needs and expectations of customers and stakeholders. In this article, we will explore some of the key objectives of Service Strategy and how you can leverage emerging technologies and trends to enhance your service strategy.

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1 Understand the market and the customers

The first objective of Service Strategy is to understand the market and the customers that you serve or intend to serve. This involves conducting market research, identifying customer segments, analyzing their needs, preferences, and behaviors, and assessing the opportunities and threats in the environment. By understanding the market and the customers, you can align your service offerings with their value propositions and differentiate yourself from the competition.

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Manash Saha

Chief Information Officer | Forbes Technology Council - Official Member
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- Assess customer industry outlook and up-look - Understand the growth (organic or inorganic) strategy - Why, how and what went wrong for the customers in the specific industry - Influence of the macro economic dynamics to customer's business

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2 Define the service portfolio

The second objective of Service Strategy is to define the service portfolio, which is a collection of all the services that you offer or plan to offer to your customers. The service portfolio includes three categories: service pipeline, service catalog, and retired services. The service pipeline contains the services that are under development or consideration, the service catalog contains the services that are currently available or ready for deployment, and the retired services contain the services that are no longer offered or supported. By defining the service portfolio, you can manage the lifecycle of your services and optimize your resources and investments.

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Manash Saha

Chief Information Officer | Forbes Technology Council - Official Member
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- tie services value directly to the business objectives and positive impact on the revenue - don't tie technology with services initially. Once there is an agreement on how the services can solve an issue or help achieve an objective then bring in the technology

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3 Develop the service strategy

The third objective of Service Strategy is to develop the service strategy, which is a set of strategic decisions and plans that guide the design, development, and delivery of your services. The service strategy includes four aspects: service value, service assets, service provider types, and service models. Service value is the perceived benefits and outcomes that your services deliver to your customers and stakeholders. Service assets are the resources and capabilities that you use to create and deliver your services. Service provider types are the different ways that you can organize and operate as a service provider, such as internal, external, or shared. Service models are the frameworks and methods that you use to design, deliver, and manage your services, such as utility, warranty, or outcome-based. By developing the service strategy, you can establish your strategic goals, objectives, and priorities for your services.

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4 Implement the service strategy

The fourth objective of Service Strategy is to implement the service strategy, which is the process of executing and monitoring the strategic decisions and plans that you have made for your services. This involves aligning your organizational structure, processes, policies, and culture with your service strategy, communicating and engaging with your customers and stakeholders, managing the performance and quality of your services, and adapting to changes and feedback. By implementing the service strategy, you can ensure that your services deliver the intended value and outcomes to your customers and stakeholders.

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5 Leverage emerging technologies and trends

The fifth objective of Service Strategy is to leverage emerging technologies and trends that can enhance your service strategy. This involves scanning the external environment for new developments and innovations that can improve your services, such as cloud computing, artificial intelligence, blockchain, or Internet of Things. It also involves evaluating the impact and feasibility of these technologies and trends on your services, such as their benefits, risks, costs, and compatibility. By leveraging emerging technologies and trends, you can create competitive advantage, increase customer satisfaction, and foster innovation for your services.

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Benny Herlambang

IT Service Management | Change Management
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Follow current trends and see which emerging technology may help you to improve your IT Service. For example, using chat bot may improve your First Call Resolution rate if the chat bot is equipped with enough knowledge base. Or using chat bot to automate password reset, as this may reduce your service desk workload. Depends on how open your company to share your data, using AI to 'review' your INC trends to seek any potential improvement for permanent solve is also possible. In the future, as long as we keep open and learning, the options is limitless.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How do you leverage emerging technologies and trends to enhance your service strategy?

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1 Understand the market and the customers

2 Define the service portfolio

3 Develop the service strategy

4 Implement the service strategy

5 Leverage emerging technologies and trends

6 Here’s what else to consider

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