IT Service Management ITIL v3 Service strategy is about understanding the customer needs and recognising that they wish to buy solutions that solve business problems and not simply products. Therefore it is critical to understand what the customer needs are and when and why they occur. The service strategy must be created with the customer in mind and be integrated into the overall business strategy.
Service Strategy and Strategic Planning
The service provider may be in-house or external but in both cases the service strategy must be based on the clear recognition of competition, that choices are available. In this context, the service provider must understand that service strategy is the means to differentiate the service and to provide a competitive edge. Strategic planning then must encompass:
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