Development, Governance, and Implementation of ITIL Service Strategy

Developing a service strategy is one of the primary functions of any information technology department. This process is depended on the nature of the organizations and the environment in which the business departments are operating. In most organizations an, IT strategy determines the nature of services that an organization requires in supporting its business goals and objectives. Therefore, IT service strategy development is the process of determining which policies and initiatives in the business environment that will o er the business the greatest values using available resources in the organizations. Besides, it includes making decisions on the best methods that will provide solutions to the business as well have high returns on investments (OGC, 2011) .

Through this process, IT strategy development involves identifying information technology solution that will support the entire activities in the organization. It is also involves ensuring that the IT goals are aligned with the general busi-ness objectives of the organization. Therefore, It managers ensure that there is agreement on both the strategy and a corresponding plan for achieving information technology goals and initiatives. Thus, the process involves defining clear and actionable initiatives in the organization that will assist business operations in the business. Some of the initiatives involved in this case are mapping and prioritizing organizational functions to the specific IT service portfolio (Klosterboer, 2009). In order to develop a successful IT strategy, there is a need to ensure those different departments within the organization have common goals in using and planning of functions in this service strategy.

Each department should set up practices and standards for use if the IT strategy. In addition, there is a need for parties to agree on the actual strategy plans. Lastly, there is a need to define performance management of the IT strategy.

Over the recent past, many organizations have devel-oped strategies aimed at increasing governance of their It strategies. Despite different approaches, there are common strategies that are used in organizations that aim to bring governance to their organizational platform. One of the strategies is screening for information technology services with clear criteria. Each organization needs to define their key Information technology services based on a clear crite-rion (Zeng, 2008). They must have to define the objectives and scope of their service. They must also indicate the parties affected by this service as well as ensuring the nature of resources used by the service.

The second strategy in the governance of the IT service is defining the degree of decentralization or centralization of the It service for decision-making processes. This process involves assessing the priority needs of the services as well as defining the program strategic plan. Governance also involves facility planning and placement of different IT services in the organization.

Another key step in defining the degree of centralization or decentralization of the services is by setting and monitoring the quality standards of the service (Zeng, 2008). This team will also be involved in defining terms of reference and the capacity required in delivering these terms. In order to ensure that these quality standards are met, there is a need to hire performance managers who will offer leadership and guidance to all employees in the organization. They will also offer employee training and development, and guide the senior managers in the acquisition of technologies. The third strategy in the governance of IT service is establishing effective governance model designs that will incorporate all resources in the organization. Finally, governance involves reporting all results of the service transparently.

The first step in making the decision on developing a strategy for IT service is identifying and justifying the IT service requirement. The organization must determine their information technology objectives based on the existing problems in their organizations. The business managers should identify the business process they are involved and the corresponding IT services needed to enable the business process. The managers must analyze the service requirements and how they will affect the business process. Therefore, in order to make effective decision managers must ensure that they have analyzed the key components of the IT service.

One of the components is the time required to implement the service. There is a need to analyze the time required to complete the integration of the IT service. Furthermore, managers must evaluate the budget required in developing the strategy for the organization. The budget will depend on similar experiences in other organizations, nature of the organization, and the expectations of the business. Therefore, it will also be significant to analyze the system expectations of the strategy before making any justification for developing the strategy. Thus, managers must make a justification of the service by outlining the functions of the IT service in enhancing the business process. One of the justifications required before a decision is made is the functionality of the IT service. The service must meet the requirement of the organization process and the users. Besides, all the benefits that the service brings to the organization must be justified by their costs (Mohamed B. Al Mourad, 2014) .

Many organizations have implemented different IT strategies in their organizations to help them in the business process. Implementation of It services if depended on the size of the organization and the architectural design for IT implementation in the organization. For example, many hospitals have implemented IT strategies aimed at increasing efficiency of their service delivery. Today, many hospital organizations have IT services that integrate communication between different departments in their organization. These systems also connect the facilities to the users. The IT services are aimed at promoting and restoring health in their facility. They offer support to public health official and managers in carrying out their duties and decision-making process. In this case, the IT service strategies help the organization to acquire the latest technologies that assist the organization in database management.

Since most health facilities need to keep huge volumes of records IT service strategy, have become a necessity for most of these organizations. These records help in tracking the progress of all patients in the organization as well as ensuring that doctors and patient have a platform in which they can share relevant information. Another example of actual implementation of IT strategy is the acquisition and use of IT in supply chain management. Many organizations such as those in the productions and distribution line are using IT services in their business. These strategies ensure coordination of different activities in the organization (Nam, 2012). Moreover, an IT service in supply chain management ensures easy communication between the managers, employees and other users in the organization. For instance, the IT strategy may be involved in monitoring the purchase of raw materials from the supplier, the transport of raw materials, production and finally the sale of finished products. Through this integrated IT service, management can keep track of suppliers, logistic companies, employees and its potential customers.


Klosterboer, L. (2009). Implementing itil change and release management. Upper Saddle River, NJ: IBM Press/Pearson.

Mohamed B. Al Mourad, M. H. (2014). The impact of cloud computing on ITIL service strategy processes. International Journal Of Computer And Communication Engineering, 3(5), 367–371.

Nam, B. (2012). In implementing ITIL (R) service strategy through enterprise architecture. (In Implementing ITIL (R) Service Strategy through Enterprise Architecture. Singapore. Retrieved from OGC. (2011).

Service strategy (third ed.). Great Britain: TSO.

Zeng, J. (2008, dec). A case study on applying itil availability management best practice. Contemporary Management Research Journal, 4(4), 321–332.

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