date: 25 September 2013 Building a clear service strategy 1.

What services should be offered Ans: Services which are to be offered are , trained technical IT Helpdesk staff , which is centralized in the head office that provide support 24/7 and can be accessed via web, phone, email, chat etc. The aim is to provide quick assistance and resolve the problem at the end of first contact. The Helpdesk staff will make logs of all the calls and do regular monitoring to serve the end user better . Other services offered are incident management, configuration management, problem and servicelevel management .

2.

Who the services should be offered to Ans. The service is offered to the various employees and different levels of the company, ie. Engineers, Project managers, service representatives, administrative staff etc.

3.

How the internal and external market places for their services should be developed. (It means how you are going to "sell" this idea of migrating from decentralized service desk to centralized service desk, migrating from 9 service desks in 9 cities to one service desk in Los Angeles). Only describe the internal market, do not describe the external market Ans. I will promote the centralization of services by stating that rather using different helpdesks at different locations that are disconnected to each other , it is better to build a central service that has all the technical staff working under one roof , learning from each other and improving the service as they work. This will mean single point of contact for the end user and remote assistance from the technical staff.

4.

The existing and potential competition in these marketplaces, and the objectives that will differentiate the value of what you do or how you do it Ans. The objective that sets us different from the potential competition is to provide better technical service representatives and cover a wide variety of services at single point of contact. The technical staff are trained from time to time to offer the end user quality-services at reduces time and cost. Establish the companys customer focused vision and goals, and continually reflect on that vision and goal. As a CIO ,

I will be creative in creating services and willing to change existing practises to integrate improvement. 5. How the customer(s) and stakeholders will perceive and measure value, and how this value will be created Ans. Customer(s) and stakeholders perceive the value in terms of Service Value. It has two
components:

Service Utility: what the customer gets in terms of outcomes supported and constraints removed Service Warranty: how the service is delivered and its fitness for use in terms of availability, capacity, continuity and security. 6. How customers will make service sourcing decisions with respect to use of different types of service providers Ans. Customers will make service sourcing decisions on the basis of service portfolio and demand management. Demand Management is a critical aspect, if poorly managed is a source of risk for service provider because of uncertainty of demand. Excess capacity generates cost without creating value. Customer will choose a service that is of value to them.

9.

How the allocation of available resources will be tuned to optimal effect across the portfolio of services Ans. Available resources can be put to optimal utilization by the use of Service Portfolio Management(SPM).

10.

How service performance will be measured Ans. Service performance will be measured by: Percentage of calls resolved at first contact. Achievement of aims and goal set my board members. Total number of calls handled and number of calls resolved and pending. Customers feedback. Retaining good employees.