Checklist Service Portfolio: Difference between revisions

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== <span id="Service Portfolio Template">Overview</span> ==


'''ITIL Process''': [[ITIL V3 Service Strategy|ITIL 2011 Service Strategy]] - [[Service Portfolio Management]]
'''ITIL Process''': [[ITIL V3 Service Strategy|ITIL 2011 Service Strategy]] - [[Service Portfolio Management]]
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__TOC__
== Service Portfolio - Contents ==


'''For each service the Service Portfolio defines:'''
''For each service the Service Portfolio defines:''


<p>&nbsp;</p>
<p>&nbsp;</p>


# Name
===== Name =====
# Current status (e.g. „Pipeline“, “Active (Service Catalogue)“, „Retired“)
 
# Service Type
===== Current lifecycle status of the service =====
## Business Service (visible to the customer) or Infrastructure Service (invisible to the customer, used as a building block for Business Services)
(e.g., "Proposed", "Defined", "Chartered", "Designed", "Built", "Tested", "Released", "Operational", "Retired")
## Internal/ external: Internally provided service or a service sourced from an external service supplier
 
# Service Owner (responsibility for service provisioning)
===== Service Type =====
# Customers currently using this service
# Customer-facing service (services delivered to the customers) or supporting/technical service (invisible to the customers, used to underpin customer-facing services)
# Contacts and procedures for signing up to the service
# Internal/ external: Internally provided service or a service sourced from an external service supplier
## e.g. contact details of the responsible [[Roles within ITIL V3#Service Level Manager|Service Level Manager]]
 
## Procedure for signing up
===== Service Owner =====
# Description/ desired customer outcome
(responsibility for service provisioning)
## Business justification (value added from a business point of view)
 
## Business processes/ activities on the customer side supported by the service
===== Customers currently using this 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”)
===== Contacts and procedures for signing up to the service =====
# Offerings and packages, variations
# e.g. contact details of the responsible [[Roles within ITIL V3#Service Level Manager|Service Level Manager]]
## e.g. different Service Level packages on offer
# Procedure for signing up
## e.g. different coverage of time zones
 
## e.g. different coverage of geographical regions
===== Description/ desired customer outcome =====
# Costs and pricing
# Business justification (value added from a business point of view)
## Available pricing schemes for the service provision
# Business processes/ activities on the customer side supported by the service
## Rules for penalties/ charge backs
# Desired outcome in terms of utility (example: "Field staff can access enterprise applications xxx and yyy without being constrained by location or time")
# Dependencies
# Desired outcome in terms of warranty (example: "Access is facilitated worldwide in a secure and reliable manner")
## Services
 
### Required Infrastructure Services (Infrastructure Services on which this service depends)
===== Offerings and packages, variations =====
### Supported services (other services which depend on this service)
# e.g. different Service Level packages on offer
## Components/ [[Checklist CMS CMDB|Configuration Items]] (major CIs like on which this service depends)
# e.g. different coverage of time zones
# Planned changes to the service (if any)
# e.g. different coverage of geographical regions
## References to relevant plans (e.g. Service Strategy Plan, [[Checklist Service Improvement Plan SIP|Service Improvement Plan]])
 
## Business case/ cost-benefit analysis
===== Costs and pricing =====
## Priority of the envisaged change
# Available pricing schemes for the service provision
## Risks associated with the envisaged change
# Rules for penalties/ charge backs
## Time schedule and status information
 
# References to further documents
===== Dependencies =====
# Glossary
# Services
## Required Infrastructure Services (Infrastructure Services on which this service depends)
## Supported services (other services which depend on this service)
# Components/ [[Checklist CMS CMDB|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, [[Checklist Service Improvement Plan SIP|Service Improvement Plan]])
# 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 =====


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Revision as of 12:46, 3 March 2012

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DE - ES - Checklist Service Portfolio - Service Portfolio Template


Overview

ITIL Process: ITIL 2011 Service Strategy - Service Portfolio Management

Checklist Category: Checklists ITIL Service Strategy

Source: Checklist "Service Portfolio" from the ITIL Process Map

 

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).

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
  1. Customer-facing service (services delivered to the customers) or supporting/technical service (invisible to the customers, used to underpin customer-facing services)
  2. Internal/ external: Internally provided service or a service sourced from an external service supplier
Service Owner

(responsibility for service provisioning)

Customers currently using this service
Contacts and procedures for signing up to the service
  1. e.g. contact details of the responsible Service Level Manager
  2. Procedure for signing up
Description/ desired customer outcome
  1. Business justification (value added from a business point of view)
  2. Business processes/ activities on the customer side supported by the service
  3. Desired outcome in terms of utility (example: "Field staff can access enterprise applications xxx and yyy without being constrained by location or time")
  4. Desired outcome in terms of warranty (example: "Access is facilitated worldwide in a secure and reliable manner")
Offerings and packages, variations
  1. e.g. different Service Level packages on offer
  2. e.g. different coverage of time zones
  3. e.g. different coverage of geographical regions
Costs and pricing
  1. Available pricing schemes for the service provision
  2. Rules for penalties/ charge backs
Dependencies
  1. Services
    1. Required Infrastructure Services (Infrastructure Services on which this service depends)
    2. Supported services (other services which depend on this service)
  2. Components/ Configuration Items (major CIs like on which this service depends)
Planned changes to the service

(if any)

  1. References to relevant plans (e.g. Service Strategy Plan, Service Improvement Plan)
  2. Business case/ cost-benefit analysis
  3. Priority of the envisaged change
  4. Risks associated with the envisaged change
  5. Time schedule and status information
References to further documents
Glossary

 

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