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A Model for IT Service Strategy

This chapter describes a suggested model for developing a service strategy within IT services. It considers the context, the organization of IT services which might be appropriate for a service strategy. It discusses the content of an IT service strategy which it suggests should be presented as a portfolio of services. It reviews the process of developing the service strategy, suggesting a set of steps which may lead to the development of appropriate content within the right management structure. The example of hospital information systems is used to illustrate the strategic process. In order to set the scene for the strategic process, the state of information systems strategy research is discussed and set in the context of the developing service management research literature. The term service-centric is used and the difference between service-centric IT management and service-oriented architecture is clarified. A case is made for a migration from an IT strategy based primarily on the development of a portfolio of IT systems to a service-strategy based on the development of a portfolio of business services.