Embedded Files
Strategic Service Management
Strategic Service Management
Level - 3
Category: Service Establishment and Delivery
The purpose of Strategic Service Management (STSM) is to establish and maintain standard services in concert with strategic needs and plans.
The purpose of Strategic Service Management (STSM) is to establish and maintain standard services in concert with strategic needs and plans.
SG 1 Establish Strategic Needs and Plans for Standard Services
SP 1.1 Gather and Analyze Data
SP 1.2 Establish Plans for Standard Services
SG 2 Establish Standard Services
SP 2.1 Establish Properties of Standard Services and Service Levels
SP 2.2 Establish Descriptions of Standard Services
SG 1 Establish Strategic Needs and Plans for Standard Services
SG 1 Establish Strategic Needs and Plans for Standard Services
Strategic needs and plans for standard services are established and maintained.
Strategic needs and plans for standard services are established and maintained.
SP 1.1 Gather and Analyze Data
SP 1.1 Gather and Analyze Data
Gather and analyze data about the strategic needs and capabilities of the organization.
Gather and analyze data about the strategic needs and capabilities of the organization.
Example Work Products
Example Work Products
Analyzed data on the organization’s capabilities
Analyzed data on strategic needs
Descriptions of the organization’s capabilities
Descriptions of strategic needs
Subpractices
Subpractices
Gather and analyze data on the organization’s capabilities.
Gather and analyze data on the organization’s strategic needs.
Describe the organization’s capabilities and strategic needs.
Communicate the descriptions to relevant stakeholders.
SP 1.2 Establish Plans for Standard Services
SP 1.2 Establish Plans for Standard Services
Establish and maintain plans for standard services.
Establish and maintain plans for standard services.
Example Work Products
Example Work Products
Descriptions of strategic business objectives
Prospective service descriptions
Analysis of service system needs
Decision or approval packages for selected services
Plans for standard services
Subpractices
Subpractices
Confirm strategic business objectives.
Recommend requirements for standard services based on strategic business objectives, the organization’s capabilities, and strategic needs.
Identify needed actions on standard services.
Review and get agreement from relevant stakeholders on the standard services to be established and maintained.
SG 2 Establish Standard Services
SG 2 Establish Standard Services
A set of standard services is established and maintained.
A set of standard services is established and maintained.
SP 2.1 Establish Properties of Standard Services and Service Levels
SP 2.1 Establish Properties of Standard Services and Service Levels
Establish and maintain properties of the organization’s set of standard services and service levels.
Establish and maintain properties of the organization’s set of standard services and service levels.
Example Work Products
Example Work Products
Critical attributes of standard services
Organization’s set of standard service levels
Templates for service level agreements (SLAs)
Tailoring criteria
Common and variable parts of standard services
Grouping of services into service lines
Needs and expectations for service systems that deliver standard services
Subpractices
Subpractices
Select standard services.
Specify the critical attributes of each service.
Determine common and variable parts of standard services.
Organize services into service lines as needed.
Define service levels.
Establish tailoring criteria as appropriate.
Identify needs and expectations for service systems that deliver standard services as appropriate.
SP 2.2 Establish Descriptions of Standard Services
SP 2.2 Establish Descriptions of Standard Services
Establish and maintain descriptions of the organization’s defined standard services.
Establish and maintain descriptions of the organization’s defined standard services.
Example Work Products
Example Work Products
Descriptions of services
Service catalog or menu
Adjunct materials such as instructions for delivery staff, sales force instructions, proposal and pricing information, and contracting information
Subpractices
Subpractices
Develop the descriptions of standard services for all relevant users.
Conduct peer reviews on the descriptions with relevant stakeholders.
Revise the descriptions as necessary.
Store the descriptions in a location and medium where all intended users have access.
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