Page 129 - ITIL® Foundation 3.15

an organization takes full advantage of all of the price-point customer segments that would be profitable ensures that there are not lost opportunities for the business to
exploit. Once a decision has been
made to enter into a market space,
and the market segments within
that space have been decided, a
Service Option is created. This will
be given to Service Design, so that
they will understand which price-
points should be created for a
particular target service. IT
generally calls this “gold-level”,
“silver-level”, or “bronze” service.
Customers choose the level of service based upon their needs and willingness to pay the cost of that level of service. Gold-level generally will cost more than silver or bronze.
The Major outputs from Service Strategy are a clear understanding of resources and constraints, Guidelines and Policies, and a Service Options (defining the Gold / Silver / Bronze levels of service).
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