Service Strategy

Template version 1.1

© Copyright 2015 OpenTRIM AB 1

Table of content
Introduction.......................................................................................................................................4
Summery..........................................................................................................................................4
Background......................................................................................................................................5
Strategic assessment of the current situation..................................................................................6
Internal factors..............................................................................................................................6
Financial analysis.........................................................................................................................6
External factors.............................................................................................................................7
Analysis of opportunities...............................................................................................................8
Strategic success factor...............................................................................................................8
Strategic objectives..........................................................................................................................9
Service strategy..............................................................................................................................10
Vision..........................................................................................................................................10
Mission........................................................................................................................................10
Position.......................................................................................................................................10
Strategic plan..................................................................................................................................11
Working Model................................................................................................................................12
Working.......................................................................................................................................12
Policies.......................................................................................................................................12
Priorities......................................................................................................................................12
Times..........................................................................................................................................12

© Copyright 2015 OpenTRIM AB 2

 Document description
This document is used as a template for documentation of Service Stragegy. Text in italics are
instructions to the document and removed when the document is ready. Text in bold indicates that this
should be supplemented with information specific to the strategy. Text that is italic and bold is the
instruction to be replaced with information needed for the strategy. The text changes to "Normal" when
it is completed. Other text in the document is Open TRIM recommendation on what should be
included. This text is removed when the document for Standard amendment is approved.

© Copyright 2015 OpenTRIM AB 3

Introduction
This section is devoted to providing general information about the Service Strategy document.

Summery
Start IT Strategy document with a summary. The intention is that someone only reading the summary
can get an understanding of the overall content of the document.
This document defines the IT strategy to be followed in the "department / company" from the date
of approval until the end of the year 20xx. The new strategy has been created in response to a
changing environment in which the business is increasingly dependent on effective IT services to
increase their competitiveness in the market.
An assessment of the current situation and opportunities ahead have been conducted to highlight
the most important things to do. As a result, three primary objectives defined:
 Objective 1
 Objective 2
 Objective 3
Vision and misson are as follows:
 Vision: IT department is the main supplier of IT services for the company, giving the
company a competitive advantage in pursuing their business objectives.
 Mission: IT department meets all the IT needs of company by providing proven,
high-quality services with minimal downtime.
The strategic plan requires that we:
 Together with the central IT department's IT services, create and implement a
program to enterprise-level integration of the services that should be handled at a
higher level.
 Acquire software tools for centralized management of IT infrastructure.
 Building new infrastructure capacity for existing essential services.
 Create and run programs for the implementation of new services in the service
catalog.
 Create, run and maintain up-to-date programs to train staff on the technology to be
applied.

© Copyright 2015 OpenTRIM AB 4

Background
Explain the events that led to the creation of this strategic plan.
IT department has been responsible for providing IT services to the Company Since the start
20XX.

During all this time, IT department been very effective in performing all the necessary data with
a high degree of quality and integration with business needs.

In recent years, several developments changed. The company faces a difficult time. The poor
economy and competition from abroad is challenging the ability of enterprises to remain
competitive.

The company is in need of more effective and more business-oriented IT services to get the
competitiveness they need to succeed in the new economy.

Several trends have emerged in recent years to deal with this situation, will centralize services to
better manage costs, and outsourcing. The new service strategy takes notice of all these facts to
prepare a way to succeed in the new reality.

© Copyright 2015 OpenTRIM AB 5

Strategic assessment of the current situation
The purpose of the assessment is to determine the IT department's current situation and what
changes are likely to affect the situation in the foreseeable future. The assessment will also
highlight the circumstances that may limit the ability of IT to meet their goals. The purpose of this
step is to define a set of goals that will be the primary input for defining
strategy.

Internal factors
The goal of this section of the strategic plan is to identify the strengths and weaknesses of the
service provider through an internal analysis.

Existing services
What services delivered to the business and the value adds these? Are there any services that
are unique and cannot be purchased from outside? What parts of the business are most / least
satisfied and why?

Financial analysis
What costs are IT delivery? Is there any IT services that stand out in terms of cost? Can the
business to recoup the cost of IT services through efficiency?

Staff and competence

What are the skills and capabilities of the IT organization? What key skills are and where are they
located? Are there temporary staff with key skills? How well do the training, recruitment and skills
planning agreement with the skills needed to manage the IT services delivered?

IT Operation
Analyze efficiency and quality in the production of IT services. Is there a lot of incidents?
Is there a service that stands out compared to the rest? What is the status of the IT environment?
Are there duplicate or old technology that needs to be upgraded?

Relationship to business
How is the relationship with the business? Takes periodic meetings and how the IT organization
meet its part of the business strategy?

Resources
What resources does the IT organization to access and how they are used? Is there an excess or
missing something?

Ongoing projects
Which ongoing projects that could affect the internal weaknesses or strengths of the IT
organization?

© Copyright 2015 OpenTRIM AB 6

External factors
While the internal analysis focuses on the strengths and weaknesses so focused on external
analysis of opportunities and threats. The goal of the strategy is then to determine what
opportunities the IT organization should explore further, and the threats that must be acted upon.

Industry and Market Analysis

What makes similar IT organizations in the same industry? What is their organization and what
strategies they use?

Business
What makes the business? What challenges have it and how does the business strategy? Which
IT services do business and will need to change in the foreseeable future?

Suppliers
Who are our suppliers? What challenges do they come and how it will affect the IT organization?

Partners
What are our current or potential partners? What strengths are those that the IT organization can
benefit from? Is there something in our existing IT environment as a partner would produce more
efficient?

Legislation and regulation

What are the legal requirements that affect how an organization works? How well the IT
organization respond to these needs today and what is the future?

© Copyright 2015 OpenTRIM AB 7

Analysis of opportunities
Based on the information compiled in the internal and external analysis identifies and assesses
the need for new services or opportunities to improve production efficiency of existing services.

Strategic success factor

For each option, there are key factors that determine success or failure. These key strategic
factors controlled by business requirements, market trends, legal requirements, suppliers,
standards and technology.

© Copyright 2015 OpenTRIM AB 8

Strategic objectives
The objectives defined by the strategic analysis, are the objectives that the IT organization is
expected to achieve by implementing the strategy. Once objectives have determined the IT
organization define the objectives to be achieved, it is the strategy itself.

© Copyright 2015 OpenTRIM AB 9

Service strategy
Vision
The vision defines the organization's long-term goals and aspirations. These are designed to be
uplifting and inspiring. They are also timeless: even if the organization changes its strategy, vision
can often remain the same.

Mission
Defines the organization's purpose and main objectives. These are in the present tense, and they
explain why you exist, both members of the organization and to the people outside it. Should be
short, clear and powerful.

Position
The strategic position defines how the IT organization intends to distinguish itself from other
providers in the market. It may for example be to develop unique business expertise or delivering
cheaper than external options.

Also describe the IT department's position relative to other organizations within the company with
the perspective of the delivery of IT services to the business, what is the IT department's
responsibilities in the overall picture.

© Copyright 2015 OpenTRIM AB 10

Strategic plan
A strategic plan identifies how the IT organization to achieve its goals, its vision and its position.
The time frame for a strategic plan is usually long, but will vary from organization to organization.
The easiest is to adjust the planning horizon for the strategic plan.

© Copyright 2015 OpenTRIM AB 11

Patterns of action
Describe the ongoing, repeatable steps that the IT organization will need to perform in order to
continue to meet its strategic objectives

Models
Models for how we work as well as a limit on the minimum training of employees

Policies
Purchases shall be made from the designated suppliers

Priorities
Quality of delivery goes before the introduction of new services

Times
School start and closing times require increased capacity

© Copyright 2015 OpenTRIM AB 12