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