ITIL V3

1. Service Strategy

1.1. Service Value

1.1.1. Service Utility

1.1.2. Service Warranty

1.2. Service Providers

1.2.1. Internal service provider

1.2.2. Shared service unit

1.2.3. External service provider

1.3. service strategy process

1.3.1. Define the market

1.3.2. Develop the offer

1.3.3. Develop the strategic assets

1.3.4. Prepare for implementation

1.4. Sourcing strategy

1.4.1. Internal outsourcing

1.4.1.1. internal

1.4.1.2. Shared services

1.4.2. Traditional outsourcing

1.4.3. Multi-vendor outsourcing

1.5. Tools for service strategy

1.5.1. Business case

1.5.2. Net Present Value ( NPV)

1.5.3. Internal Rate of Return (IRR)

2. Service Design