What is the purpose of Service Strategy in ITIL?

The purpose of Service Strategy in ITIL (Information Technology Infrastructure Library) is to define the approach for service management. This part of the ITIL framework is essential because it sets the foundation for how services should be designed, delivered, and managed to meet both business needs and customer expectations. Service Strategy involves understanding market dynamics, customer requirements, and aligning service offerings with the overall business strategy.

This phase is crucial for decision-making processes and involves analyzing the service lifecycle, determining service assets, and planning for service offerings that provide value to customers. By establishing a clear service strategy, organizations can ensure that their service management activities are purposeful, consistent, and aligned with business goals.

While documenting previous service issues, assigning roles and responsibilities, and developing software are important aspects of IT operations, they fall under different areas of service management rather than being the primary focus of Service Strategy.