Service Portfolio Management
From IT Process Wiki
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ITIL Version: ITIL Version 3 (ITIL V3)
Process Objective: To decide on a strategy to serve customers, and to develop the service provider's offerings and capabilities.
Part of: Service Strategy
Process Owner: Service Portfolio Manager
Contents |
[edit] ITIL V3 vs. ITIL V2: Service Portfolio Management
- Managing services as a portfolio is a new concept in ITIL V3
- ITIL V3 introduces strategic thinking about how the Service Portfolio should be developed in the future
[edit] Sub-Processes of Service Portfolio Management (ITIL V3)
- Strategic Service Assessment
- Process Objective: To assess the present situation of the service provider within its current market spaces. This includes an assessment of current service offerings, customer needs and competing offers from other service providers.
- Service Strategy Definition
- Process Objective: To define the overall goals the service provider should pursue in its development, and to identify what services will be offered to what customers or customer segments, based on the results of the Strategic Service Assessment.
- Service Portfolio Update
- Process Objective: To adjust the contents of the Service Portfolio, reflecting changes in the Service Strategy or changes to the services' status.
- Strategic Planning
- Process Objective: To define, initiate and control the programs and projects required to execute the Service Strategy.
[edit] Service Portfolio Management: KPIs and Checklists
- Key Performance Indicators (KPIs) Service Portfolio Management
- Checklists Service Portfolio Management: Checklist Service Portfolio
[edit] Roles within Service Portfolio Management (ITIL V3)
- Service Portfolio Manager (Process Owner)
- IT Steering Group (ISG)
