Checklist Service Portfolio: Difference between revisions
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= | '''<span id="Definition">Definition:</span>''' <html><span id="md-webpage-description" itemprop="description">The <i>Service Portfolio</i> represents a complete list of the services managed by the service provider. Some of these services are visible to the customers (business services, whose level of service is defined by <a href="/index.php/Checklist_SLA_OLA" title="Service Level Agreement (SLA) - Checklist SLA OLA">SLAs</a>, while others are not (infrastructure services, whose level of service is defined by <a href="/index.php/Checklist_SLA_OLA" title="Operational Level Agreement (OLA) - Checklist SLA OLA">OLAs</a> or <a href="/index.php/Checklist_Underpinning_Contract_%28UC%29" title="Checklist Underpinning Contract (UC)">UCs</a>).</span></html> | ||
'''ITIL Process''': [[ITIL | '''ITIL Process''': [[ITIL Service Strategy|ITIL Service Strategy]] - [[Service Portfolio Management]] | ||
''' | '''ITIL 4 Practice''': Portfolio management | ||
'''Checklist Category:''' [[ITIL-Checklists#ITIL_Templates|ITIL Templates]] | |||
<p> </p> | <p> </p> | ||
__TOC__ | |||
==Structure of a Service Portfolio== | |||
The Service Portfolio contains present contractual commitments, new service development, and retired services. It also includes third-party Infrastructure Services which are an integral part of the service offerings to customers. | The Service Portfolio contains present contractual commitments, new service development, and retired services. It also includes third-party Infrastructure Services which are an integral part of the service offerings to customers. | ||
The Service Portfolio is divided into three sections: Service Pipeline, Active Services (Service Catalogue), and Retired Services. Services should be clustered according to Lines of Service based on common business activities they support. Only active services are visible to customers. | The Service Portfolio is divided into three sections: Service Pipeline, Active Services ([[Service_Catalogue_Management#Service_Catalogue|Service Catalogue]]), and Retired Services. Services should be clustered according to Lines of Service based on common business activities they support. Only active services are visible to customers. | ||
Rather than maintaining one single document, it is advisable to create a hierarchical structure of linked documents, or to use a dedicated database or application in order to manage the Service Portfolio. Ideally, the Service Portfolio is part of the [[Checklist CMS CMDB|CMS]]. | Rather than maintaining one single document, it is advisable to create a hierarchical structure of linked documents, or to use a dedicated database or application in order to manage the Service Portfolio. Ideally, the Service Portfolio is part of the [[Checklist CMS CMDB|CMS]]. | ||
<p> </p> | <p> </p> | ||
== Service Portfolio - Contents == | ==Service Portfolio - Contents== | ||
[[image:Service-portfolio.jpg|link=https://wiki.en.it-processmaps.com/index.php/File:Service-portfolio.jpg|thumb|394px|right|alt=Service Portfolio|Fig. 1: [[media:Service-portfolio.jpg|ITIL Service Portfolio: Definition and information flow (view full size)]]]] | |||
''For each service the Service Portfolio defines:'' | ''For each service the Service Portfolio defines:'' | ||
<p> </p> | <p> </p> | ||
====Name==== | |||
====Current lifecycle status of the service==== | |||
(e.g., "Proposed", "Defined", "Chartered", "Designed", "Built", "Tested", "Released", "Operational", "Retired") | (e.g., "Proposed", "Defined", "Chartered", "Designed", "Built", "Tested", "Released", "Operational", "Retired") | ||
====Service Type==== | |||
# Customer-facing service (services delivered to the customers) or supporting/technical service (invisible to the customers, used to underpin customer-facing services) | # Customer-facing service (services delivered to the customers) or supporting/technical service (invisible to the customers, used to underpin customer-facing services) | ||
# Internal/ external: Internally provided service or a service sourced from an external service supplier | # Internal/ external: Internally provided service or a service sourced from an external service supplier | ||
====Service Owner==== | |||
(responsibility for service provisioning) | (responsibility for service provisioning) | ||
====Customers==== | |||
(customers currently using this service) | (customers currently using this service) | ||
====Contacts and procedures for signing up to the service==== | |||
# e.g. contact details of the responsible [[Roles | # e.g. contact details of the responsible [[ITIL Roles#Service Level Manager|Service Level Manager]] | ||
# Procedure for signing up | # Procedure for signing up | ||
====Description/ desired customer outcome==== | |||
# Business justification (value added from a business point of view) | # Business justification (value added from a business point of view) | ||
# Business processes/ activities on the customer side supported by the service | # Business processes/ activities on the customer side supported by the service | ||
| Line 62: | Line 77: | ||
# Desired outcome in terms of warranty (example: "Access is facilitated worldwide in a secure and reliable manner") | # Desired outcome in terms of warranty (example: "Access is facilitated worldwide in a secure and reliable manner") | ||
====Offerings and packages, variations==== | |||
# e.g. different Service Level packages on offer | # e.g. different Service Level packages on offer | ||
# e.g. different coverage of time zones | # e.g. different coverage of time zones | ||
# e.g. different coverage of geographical regions | # e.g. different coverage of geographical regions | ||
====Costs and pricing==== | |||
# Available pricing schemes for the service provision | # Available pricing schemes for the service provision | ||
# Rules for penalties/ charge backs | # Rules for penalties/ charge backs | ||
====Dependencies==== | |||
# Services | # Services | ||
## Required Infrastructure Services (Infrastructure Services on which this service depends) | ## Required Infrastructure Services (Infrastructure Services on which this service depends) | ||
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# Components/ [[Checklist CMS CMDB|Configuration Items]] (major CIs like on which this service depends) | # Components/ [[Checklist CMS CMDB|Configuration Items]] (major CIs like on which this service depends) | ||
====Planned changes to the service==== | |||
(if any) | (if any) | ||
# References to relevant plans (e.g. Service Strategy Plan, Strategic Action Plans, entries in the [[Checklist Service Improvement Plan SIP|CSI Register]]) | # References to relevant plans (e.g. Service Strategy Plan, Strategic Action Plans, entries in the [[Checklist Service Improvement Plan SIP|CSI Register]]) | ||
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# Time schedule and status information | # Time schedule and status information | ||
====References to further documents==== | |||
====Glossary==== | |||
<p> </p> | |||
== | ==Notes== | ||
<html>Is based on: Checklist 'Service Portfolio' from the <a href="https://en.it-processmaps.com/products/itil-process-map.html" title="The ITIL Process Map" class="external text">ITIL Process Map</a></p> | |||
<p>By:  Stefan Kempter <a rel="author" href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/images/bookmarking/linkedin.png" width="16" height="16" title="By: Stefan Kempter | Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</p> | |||
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[[Category:Service Strategy|Service Portfolio]] | [[Category:Service Strategy|Service Portfolio]] | ||
[[Category:Service Portfolio Management|Service Portfolio]] | [[Category:Service Portfolio Management|Service Portfolio]] | ||
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Latest revision as of 12:07, 31 December 2023
Definition: The Service Portfolio represents a complete list of the services managed by the service provider. Some of these services are visible to the customers (business services, whose level of service is defined by SLAs, while others are not (infrastructure services, whose level of service is defined by OLAs or UCs).
ITIL Process: ITIL Service Strategy - Service Portfolio Management
ITIL 4 Practice: Portfolio management
Checklist Category: ITIL Templates
Structure of a Service Portfolio
The Service Portfolio contains present contractual commitments, new service development, and retired services. It also includes third-party Infrastructure Services which are an integral part of the service offerings to customers.
The Service Portfolio is divided into three sections: Service Pipeline, Active Services (Service Catalogue), and Retired Services. Services should be clustered according to Lines of Service based on common business activities they support. Only active services are visible to customers.
Rather than maintaining one single document, it is advisable to create a hierarchical structure of linked documents, or to use a dedicated database or application in order to manage the Service Portfolio. Ideally, the Service Portfolio is part of the CMS.
Service Portfolio - Contents
For each service the Service Portfolio defines:
Name
Current lifecycle status of the service
(e.g., "Proposed", "Defined", "Chartered", "Designed", "Built", "Tested", "Released", "Operational", "Retired")
Service Type
- Customer-facing service (services delivered to the customers) or supporting/technical service (invisible to the customers, used to underpin customer-facing services)
- Internal/ external: Internally provided service or a service sourced from an external service supplier
Service Owner
(responsibility for service provisioning)
Customers
(customers currently using this service)
Contacts and procedures for signing up to the service
- e.g. contact details of the responsible Service Level Manager
- Procedure for signing up
Description/ desired customer outcome
- Business justification (value added from a business point of view)
- Business processes/ activities on the customer side supported by the service
- Desired outcome in terms of utility (example: "Field staff can access enterprise applications xxx and yyy without being constrained by location or time")
- Desired outcome in terms of warranty (example: "Access is facilitated worldwide in a secure and reliable manner")
Offerings and packages, variations
- e.g. different Service Level packages on offer
- e.g. different coverage of time zones
- e.g. different coverage of geographical regions
Costs and pricing
- Available pricing schemes for the service provision
- Rules for penalties/ charge backs
Dependencies
- Services
- Required Infrastructure Services (Infrastructure Services on which this service depends)
- Supported services (other services which depend on this service)
- Components/ Configuration Items (major CIs like on which this service depends)
Planned changes to the service
(if any)
- References to relevant plans (e.g. Service Strategy Plan, Strategic Action Plans, entries in the CSI Register)
- Business case/ cost-benefit analysis
- Priority of the envisaged change
- Risks associated with the envisaged change
- Time schedule and status information
References to further documents
Glossary
Notes
Is based on: Checklist 'Service Portfolio' from the ITIL Process Map
By: Stefan Kempter 
, IT Process Maps.
Definition › Structure of a Service Portfolio › Contents
