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ITIL 4 Strategic Leader Certification Course: Environmental Analysis - Products and Services

Product: a configuration of an organization’s resources, designed to offer value for a consumer

Resource: a person or other entity that is required for executing an activity or achieving an objective

Service: a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks

Service Offering: describes one or more services based on one or more products. Service offerings might include goods, access to resources, and service actions

1. Creating a competitive advantage

Using Wardley mapping:

  • Use to make strategic decisions
  • Based on Sun Tzu’s Five Factors (Art of War):
    • Purpose: scope of the what the organization is doing and why
    • Landscape: competitive environment
    • Climate: forces acting on the landscape
    • Doctrine: set of guiding principles
    • Leadership: context-specific strategy chosen after considering the above factors
 itil 4

2. Situational awareness

Use the strategy cycle to understand:

  • Where/Why describes the situation
  • What/When describes the decision made
  • Who/How describes the actions to fulfill the decision and address the strategy
 itil 4

Use a business model that links current operations to the new strategy (better understanding of the impact of the new strategy)

Go back to ITIL 4 Strategic Leader Certification Course: Environmental Analysis to finish this chapter or to the main page ITIL 4 Strategic Leader Certification Course.

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