Service Strategy Table of Contents

Chapter 2 - Service Management as a Practice

2.1 - Service + Service Management
2.2 - Basic Concepts
2.3 - Governance and Management Systems
2.4 - The Service Lifecycle



Chapter 3 - Service Strategy Principle

3.1 - Strategy
3.2 - Customers and Services
3.3 - Service Providers
3.4 - How to Define Services
3.5 - Strategies for Customer Satisfaction
3.6 - Service Economics
3.7 - Sourcing Strategy
3.8 - Service Structures in the Value Network
3.9 - Service Strategy Inputs and Outputs



Chapter 4 - Service Strategy Process

4.1 - Strategy Management for IT Services
4.2 - Service Portfolio Management
4.3 - Financial Management for IT Services
4.4 - Demand Management
4.5 - Business Relationship Management