1. Service Strategy
1.1. Aim
1.1.1. Understanding of questions.
1.1.1.1. What kind of service must we offer and to whom?
1.2. Key Concepts
1.2.1. 4 Ps of Strategy
1.2.1.1. Perspective
1.2.1.2. Position
1.2.1.3. Plan
1.2.1.4. Pattern
1.2.2. Competition and Market Space
1.2.2.1. Service Provider
1.2.2.1.1. Subject to competitive forces
1.2.2.1.2. better than competitors in understanding
1.2.3. Service Value
1.2.3.1. What is service value?
1.2.3.2. Service Utility
1.2.3.2.1. Outcomes supported
1.2.3.2.2. Ownership costs and risks avoided
1.2.3.3. Service Warranty
1.2.4. Service Provider Types
1.2.4.1. International service provider(I)
1.2.4.2. Shared services unit(II)
1.2.4.3. External service provider(III)
1.2.5. Service Management as Service Asset
1.2.5.1. Capabilities
1.2.5.2. Resources
1.2.6. Critical Success Factors(CSFs)
1.2.6.1. Risks
1.2.6.2. Complexity
1.2.6.3. Effectiveness in measurement
1.2.7. Services Oriented Accounting
1.3. Connection with other elements
1.3.1. 2 elements inter twist with other elements
1.3.1.1. Service Portfoilo
1.3.1.2. Service Catalogue
1.3.2. Give Service Design requirements
1.3.3. Give Service Transition requirments
1.3.4. Give Service Operation requirements
1.3.5. Service Implementation
1.3.6. Measurement and evaluation
1.4. Tools
1.4.1. Return On Investment(ROI)/Return of return(ROR)
1.4.1.1. Definition
1.4.1.2. Business case
1.4.1.2.1. Objectives
1.4.1.2.2. Impact
1.4.1.3. Pre-programme ROI
1.4.1.3.1. Screening decisions (NPV)
1.4.1.3.2. Preference decisions(IRR)
2. Service Design
2.1. Aims
2.2. Key concepts
2.2.1. Four Ps Design