8/13/2019 Service Strategy Assignment It

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date: 25 September 2013

Building a clear service strategy

1. What services should be offeredAns: Services which are to be offered are , trained technical IT Helpdesk staff ,

which is centralized in the head office that provide support 24/7 and can beaccessed via web, phone, email, chat etc. The aim is to provide quick assistance and

resolve the problem at the end of first contact. The Helpdesk staff will make logs of

all the calls and do regular monitoring to serve the end user better . Other servicesoffered are incident management, configuration management, problem and service-

level management .

2.

Who the services should be offered to

Ans. The service is offered to the various employees and different levels of the

company, ie. Engineers, Project managers, service representatives, administrative

staff etc.

3. How the internal and external market places for their services should be developed.(It means how you are going to "sell" this idea of migrating from decentralized

service desk to centralized service desk, migrating from 9 service desks in 9 cities to

one service desk in Los Angeles). Only describe the internal market, do not describe

the external market

Ans. I will promote the centralization of services by stating that rather using

different helpdesks at different locations that are disconnected to each other , it isbetter to build a central service that has all the technical staff working under one

roof , learning from each other and improving the service as they work. This will

mean single point of contact for the end user and remote assistance from thetechnical staff.

4. The existing and potential competition in these marketplaces, and the objectives thatwill differentiate the value of what you do or how you do it

Ans. The objective that sets us different from the potential competition is to provide

better technical service representatives and cover a wide variety of services at singlepoint of contact. The technical staff are trained from time to time to offer the end

user quality-services at reduces time and cost. Establish the companyscustomer

focused vision and goals, and continually reflect on that vision and goal. As a CIO ,

8/13/2019 Service Strategy Assignment It

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I will be creative in creating services and willing to change existing practises to

integrate improvement.

5. How the customer(s) and stakeholders will perceive and measure value, and howthis value will be created

Ans. Customer(s) and stakeholders perceive the value in terms of Service Value. It has two

components:

Service Utility: what the customer gets in terms of outcomes supported and

constraints removed

Service Warranty: how the service is delivered and its fitness for use in terms of

availability, capacity, continuity and security.

6. How customers will make service sourcing decisions with respect to use of differenttypes of service providers

Ans. Customers will make service sourcing decisions on the basis of service

portfolio and demand management. Demand Management is a critical aspect, ifpoorly managed is a source of risk for service provider because of uncertainty of

demand. Excess capacity generates cost without creating value. Customer will

choose a service that is of value to them.

9. How the allocation of available resources will be tuned to optimal effect across theportfolio of services

Ans. Available resources can be put to optimal utilization by the use of ServicePortfolio Management(SPM).

10. How service performance will be measured

Ans. Service performance will be measured by:

Percentage of calls resolved at first contact. Achievement of aims and goal set my board members. Total number of calls handled and number of calls resolved and pending. Customers feedback. Retaining good employees.