ITIL V3 Lifecycle Guides Part3 - Service Portfolio

SERVICE PORTFOLIO (Covered in 20 Minutes)

In Simple terms, Service Portfolio assists in managing the future commitments & investments in the IT organization and maximinsing the value that it brings to the customers. Service Portfolio contains

1. Contractual commitments
   
2. New Service developments
   
3. Service improvement efforts
   
4. Third party offerings
   

Value:

Service Portfolio gives a complete set of service descriptions that identifies the business needs and the organizations response to those business needs. It has primarily 3 components

1. Service Pipeline
   
2. Service Catalog
   
3. Retired Services
   

For each of the service the Service portfolio contains

1. Service Description
   
2. Value Proposition
   
3. Business Case
   
4. Priorities
   
5. Risks
   
6. Service Offering
   
7. Cost & Pricing
   
8. Requirements
   

Activities:

The Main activities of the Service Portfolio management are

1. Defined
   
2. Analyze
   
3. Approve
   
4. Charter
   

The main outcomes of the Service Portfolio management is

1. Renew
   
2. Replace
   
3. Retain
   
4. Refactor
   
5. Retire
   
6. Rationalize
   

Service Portfolio - Interfaces

1. Continuous Service Improvement feeds Service Portfolio Management when market spaces and service concept change
   
2. The Service Pipeline includes offerings and packages that are currently within the Service Management phases of Service Design and Service Transition
   
3. Service Operations include offerings and packages that can be found in the Service Catalog
   
4. Demand Management identifies which services are being demanded by customers and whether the demands are being met
   
5. 
   Service Catalog Management produces and maintains the Service Catalog used by the Service Portfolio
   

Service Portfolio - KPI

1. Number of services in Service Pipeline o Average time required to develop new services
   
2. % increase in return on investment for IT
   
3. % increase in customer base for IT Service Provider
   
4. Number of services retire in a given period
   

Service Portfolio – Challenges

1. Service Portfolio needs to remain up to date and accurate
   
2. Lack of alignment with business or market spaces
   
3. Lack of support from users and senior management
   
4. Limited feedback from Continual Service Improvement
   
5. Poor communication
   

Service Portfolio – CSF

1. An accurate and current Service Portfolio.
   
2. Good Financial Management to ensure the availability of adequate funding for services in the pipeline
   
3. Alignment of IT priorities to the business value
   
4. Service offered are aligned with the changing customer needs and the market space dynamics
   

Service Portfolio – Risks

1. Commitments to customer not fulfilled , services are not released when retired
   
2. Hidden costs of retiring service
   
3. Lack of Information
   

Service Investments & Budgets

1. Run the business
   
2. Grow the Business
   
3. Transform the Business
   

Different type of investment categories

1. Core
   
2. Venture
   
3. Growth
   
4. Discretionary
   
5. Non- Discretionary

ITIL V3 Lifecycle 10 Minute guide series Part 2 - Service Design

SERVICE DESIGN (Covered in 10 Minutes)

In Simple terms, Service Design helps an organization to Design IT for achieving the Business objectives

Objectives

1. Service design focuses on properly design the new or changed services o be implemented into the IT environment
   
2. Evaluates the impact of the new Service or changed service in the IT environment
   
3. Addressed the functional requirements from the management & operational considerations
   

Value:

1. Service design strives to get the best value for the Total Cost of Ownership
   
2. Increase the Quality of Service
   
3. Better IT Governance
   
4. New Services can be introduced to the IT environment in the optimal cost & ensure alignment with Business objectives
   
5. Effective execution of the IT Service management ,processes and overall collaboration
   

Scope:

1. The Services themselves – all activities required to design or prepare for implementation any new or changed services. There are five areas of focus for Service Design: • Services • Technology architectures and management systems • Systems and tools • Required processes
   
2. Service Management processes – It ensures that the necessary components of the IT components provisioned are able to meet the business requirements of the organization. It ensures that the support processed is designed to work in tandem with the other systems in the Eco system.
   
3. Technology: Service design determines the Technology configurations required for the indentified technology and the need for Policies of Security and Access
   
4. 
   
   People: Service Design considers the requirements of necessary skills required to implement the processed
   
   
   

Service Design – Its Role in the Overall Service Lifecycle

 

1. Service design builds on what Service Strategy as defined as a requirement. It expands on the Service Portfolio and Service Acceptance Criteria are expanded to include descriptions of specific design elements. In addition, the following products are also created or changed in the Service Design phase:
   
   1. Service Assets
      
   2. Test Plans
      
   3. Service Design Packages
      
   4. Configuration Item information
      
   5. Service Level Requirements
      
   6. Service Level Agreements
      
   7. Objective Level Agreements
      
   8. Policies, particularly Security and Access
      
   9. Support Procedures
      
   10. User Documentation
       
   11. Service Catalogs
       
2. Service Solutions : It includes all Functional requirements , Resources & Capabilities that are required and agreed with the customer
   
3. 
   
   Service Management process : It Includes the Service Portfolio to control the services Technology Architecture: Includes the Technology & management that are required to provide the service.
   
4. Processed – Include the processed needed to Design, Transition, Operate, Improve the service.
   
5. Measurement Systems – Includes the systems, methods & metrics for measuring the services, the architectures components and services

ITIL V3 Lifecycle 10 minute guide series Part 1 - Service Strategy

SERVICE STRATEGY (Covered in 10 Minutes)

In Simple terms, Service Strategy helps an organization to Strategize (A.k.a Plan) IT for achieving the Business Objectives.

1. Service Strategy designs, develops, and implements service management as a strategic asset
   
2. Assist in the growth of the organization by aligning IT strategies to business objectives
   
3. Define the strategic objectives of the IT organization and builds the service portfolio
   
4. Strengthen an IT organization's ability to handle costs
   

Value:

Strategy adds value by defining the distribution of application to meet the objectives of Business. It chalks out the strategy of where and what services to be offered by developing service assets that is appreciated by Business.


Scope:

1. The Services themselves – any activity that defines the strategic objectives of the IT organization is included in Service Strategy. Within this piece of Service Management, the Market is defined and Service Packages are developed as offerings to the Market
   
2. Service Management processes – The processes are constantly reviewed to align with the changing business needs. The outs put of the Service strategy are used for the service design and the service realization with Service transition and the Service operation
   
3. Technology: Strategy is a deciding factor in technology, it determine whether the business objective can be achieved by using a certain technology road-map
   
4. 
   
   People:Service strategy considers the requirements of the several communities of people to determine the service to offer to the Business.Such as that of the customer, management, delivery personnel and users
   
   

Service Strategy – Its Role in the Overall Service Lifecycle
 

1. Service Strategy provides inputs for Service Design for the selection of appropriate Processes, Technologies, Skills required by Business
   
2. Service Strategy involves planning the IT Budget for the Development, Implementation, Transition, Operation and the Sustenance thereof. It helps in allocating budgets to the various stages including the CSIP which is often the moment of truth for the service!
   
3. Service Portfolio which is a byproduct of the Service Strategy determines the scope of the services delivered
   
4. Requirement Portfolio which is another byproduct determines the requirements of the IT Architecture
   
5. Service validation criteria provides the right guidance to ensure that the services are fit for use before their transition into the Organization
   
6. Service Strategy helps to determine the priorities & risks associated with the delivery of the services in the IT Service portfolio
   
7. Demand Planning helps in building the guidelines for the use of the resources while doing the service operation
   
8. Patterns of Business Analysis assists the design activities to determine the capabilities required on the architecture to deliver the services.
   
9. The Key Performance Indicators provides the basis of tracking the alignment of the IT strategy, Execution with the Organizations Business objectives
   

Service Strategy phase typically comprises of Four Stages  

1. Defined the Market
   
2. Develop the Offerings
   
3. Develop the Service Assets (Of course based on the Demand Planning

ITIL V3 Lifecycle 10 Minute Guides - Service Strategy
Brought to you by: I n d i g e n X Consulting – Indigenous Solutions…

SERVICE STRATEGY (Covered in 10 Minutes)

In Simple terms, Service Strategy helps an organization to Strategize (A.k.a Plan) IT for achieving the Business Objectives.

1. Service Strategy designs, develops, and implements service management as a strategic asset
2. Assist in the growth of the organization by aligning IT strategies to business objectives
3. Define the strategic objectives of the IT organization and builds the service portfolio
4. Strengthen an IT organization's ability to handle costs

What is the Value ?
Strategy adds value by defining the distribution of application to meet the objectives of Business. It chalks out the strategy of where and what services to be offered by developing service assets that is appreciated by Business.

What is the Scope ?
1. The Services themselves – any activity that defines the strategic objectives of the IT organization is included in Service Strategy. Within this piece of Service Management, the Market is defines and Service Packages are developed as offerings to the Market
2. Service Management processes – The processes are constantly reviewed to align with the changing business needs. The outs put of the Service strategy are used for the service design and the service realization with Service transition and the Service operation
3. Technology: Strategy is a deciding factor in technology, it determine whether the business objective can be achieved by using a certain technology roadmap.
4. People: Service strategy considers the requirements of the several communities of people to determine the service to offer to the Business. Such as that of the customer, management, delivery personnel & users.

Service Strategy – Its Role in the Overall Service Lifecycle

1. Service Strategy provides inputs for Service Design for the selection of appropriate Processes, Technologies, Skills required by Business
2. Service Strategy involves planning the IT Budget for the Development, Implementation, Transition, Operation and the Sustenance thereof. It helps in allocating budgets to the various stages including the CSIP which is often the moment of truth for the service!
3. Service Portfolio which is a byproduct of the Service Strategy determines the scope of the services delivered
4. Requirement Portfolio which is another byproduct determines the requirements of the IT Architecture
5. Service validation criteria provides the right guidance to ensure that the services are fit for use before their transition into the Organization
6. Service Strategy helps to determine the priorities & risks associated with the delivery of the services in the IT Service portfolio
7. Demand Planning helps in building the guidelines for the use of the resources while doing the service operation
8. Patterns of Business Analysis assists the design activities to determine the capabilities required on the architecture to deliver the services.
9. The Key Performance Indicators provides the basis of tracking the alignment of the IT strategy, Execution with the Organizations Business objectives


Service Strategy phase typically comprises of Four Stages

1) Defined the Market
2) Develop the Offerings
3) Develop the Service Assets (Of course based on the Demand Planning