About two years ago I wrote a blog on the four “Ps” of Service Strategy. Today we going to expand on Perspective, the 1st of the four “Ps” of Service Strategy. Perspective is the vision and direction for the services you will provide, and is realized through conversations with your stakeholders. A well-defined vision and mission statement allows a common goal to be pursued by both the business and IT. This enhances the organizations ability to focus on the customer perspective and the business outcomes that the customer desires, and to implement a continual service improvement approach so that you are regularly enhancing and differentiating the services you provide. In this way the business stays relevant to the changing business environment.
The perspective describes what the organization is, what it does, who it does it for, how it works and enables this to be communicated easily to both internal and external stakeholders. It defines the overall direction for the organization and what will need to be undertaken to realize its purpose.
Some examples of perspective:
- Technology – specific expertise
- Low cost service provider
- Best in class service provider
- (Our) purpose is to improve the quality of life of the community we serve – (government)
For more information on Perspective and the 4 P’s please follow these links: http://www.itsmacademy.com/itil-soa/ and http://www.itsmacademy.com/itil-ss/