Service Portfolio Management: Difference between revisions
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==Process Description== | ==Process Description== | ||
[[Image:Service-portfolio-management-itil.jpg|right|thumb| | [[Image:Service-portfolio-management-itil.jpg|right|thumb|500px|alt=Service Portfolio Management ITIL|link=https://wiki.en.it-processmaps.com/index.php/File:Service-portfolio-management-itil.jpg|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_service_portfolio_management_itilv3.pdf Service Portfolio Management (.pdf)]]] | ||
Managing services as a portfolio is a new concept in ITIL. ITIL V3 introduces the process for managing the [[Service Portfolio Management#Service Portfolio|Service Portfolio]] at the strategic level. | Managing services as a portfolio is a new concept in ITIL. ITIL V3 introduces the process for managing the [[Service Portfolio Management#Service Portfolio|Service Portfolio]] at the strategic level. | ||
Following the introduction of the [[ITIL Strategy Management|Strategy Management for IT Services]] process in | Following the introduction of the [[ITIL Strategy Management|Strategy Management for IT Services]] process in ITIL 2011, Service Portfolio Management has been re-focused to cover activities more closely associated with managing the Service Portfolio. The process overview of [[Media:Service-portfolio-management-itil.jpg|Service Portfolio Management (.JPG)]] shows the key information flows (see fig. 1). | ||
<p> </p> | [[ITIL 4]] refers to Service Portfolio Management as a [[ITIL_4#General_management_practices|general management practice]], and has renamed the practice to "Portfolio management". | ||
<p style="clear:both;"> </p> | |||
==Sub-Processes== | ==Sub-Processes== | ||
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<p><span itemprop="name" content="Service Portfolio Management sub-processes:">These are the <strong class="selflink">ITIL Service Portfolio Management</strong> sub-processes and their process objectives:</span> | <p><span itemprop="name" content="Service Portfolio Management sub-processes:">These are the <strong class="selflink">ITIL Service Portfolio Management</strong> sub-processes and their process objectives:</span> | ||
</p> | </p> | ||
<p><b><span id="ITIL_Portfolio_Management_Service_Definition" itemprop="itemListElement">Define and Analyze new or changed Services</span></b> | <p><b><span id="ITIL_Portfolio_Management_Service_Definition" itemprop="itemListElement">Define and Analyze new or changed Services</span></b> | ||
</p> | </p> | ||
<ul><li itemprop="description">Process Objective: To define the desired outcomes of a proposed new or changed service, analyze the impacts on existing services in the <a href="/index.php/Service_Portfolio_Management#Service_Portfolio" title="Service Portfolio Management">Service Portfolio</a>, and determine the assets required to offer the service. | <ul><li itemprop="description">Process Objective: To define the desired outcomes of a proposed new or changed service, analyze the impacts on existing services in the <a href="/index.php/Service_Portfolio_Management#Service_Portfolio" title="Service Portfolio Management">Service Portfolio</a>, and determine the assets required to offer the service. | ||
</li></ul> | </li></ul> | ||
<p><b><span id="Service_Portfolio_Management_Approval" itemprop="itemListElement">Approve new or changed Services</span></b> | |||
</p> | </p> | ||
<ul><li itemprop="description">Process Objective: To submit a formal <a href="/index.php/Service_Portfolio_Management#Change_Proposal" title="Service Portfolio Management">Change Proposal</a> to Change Management, and to initiate the design stage for the new or changed service if the Change Proposal is authorized. | <ul><li itemprop="description">Process Objective: To submit a formal <a href="/index.php/Service_Portfolio_Management#Change_Proposal" title="Service Portfolio Management">Change Proposal</a> to Change Management, and to initiate the design stage for the new or changed service if the Change Proposal is authorized. | ||
</li></ul> | </li></ul> | ||
<p><b><span id="Service_Portfolio_Management_Review" itemprop="itemListElement">Service Portfolio Review</span></b> | |||
</p> | </p> | ||
<ul><li itemprop="description">Process Objective: To assess the <a href="/index.php/Service_Portfolio_Management#Service_Portfolio" title="Service Portfolio Management">Service Portfolio</a> at regular intervals in order to ensure the service provider offers economically viable services which are aligned with the Service Strategy. This process also keeps the Service Portfolio up to date. | <ul><li itemprop="description">Process Objective: To assess the <a href="/index.php/Service_Portfolio_Management#Service_Portfolio" title="Service Portfolio Management">Service Portfolio</a> at regular intervals in order to ensure the service provider offers economically viable services which are aligned with the Service Strategy. This process also keeps the Service Portfolio up to date. | ||
</li></ul> | </li></ul> | ||
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==Definitions== | ==Definitions== | ||
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<p><span itemprop="name">The following <a href="/index.php/ | <p><span itemprop="name">The following <a href="/index.php/ITIL_Glossary#ITIL_Glossary_A-Z" title="ITIL Glossary">ITIL terms and acronyms</a> (<i>information objects</i>) are used in the Service Portfolio Management process to represent process outputs and inputs:</span> | ||
</p> | </p> | ||
<p><b><span id="ITIL_Change_Proposal" itemprop="itemListElement">Change Proposal</span></b> | <p><b><span id="ITIL_Change_Proposal" itemprop="itemListElement">Change Proposal</span></b> | ||
</p> | </p> | ||
<ul><li itemprop="description">A Change Proposal describes a proposed major Change, like the introduction of a new service or a substantial change to an existing service. The purpose of Change Proposals is to communicate a proposed major Change and assess its risk, impact and feasibility before design activities begin. Change Proposals are typically created in <strong class="selflink">Service Portfolio Management</strong>. | <ul><li itemprop="description">A Change Proposal describes a proposed major Change, like the introduction of a new service or a substantial change to an existing service. The purpose of Change Proposals is to communicate a proposed major Change and assess its risk, impact and feasibility before design activities begin. Change Proposals are typically created in <strong class="selflink">Service Portfolio Management</strong>. | ||
</li></ul> | </li></ul> | ||
<p><b><span id="ITIL_Service_Charter" itemprop="itemListElement">Service Charter</span></b> | |||
</p> | </p> | ||
<ul><li itemprop="description">The Service Charter is a high-level description of a new or substantially changed service and the approach to build that service. In particular, the Service Charter outlines the deliverables to be created during the service implementation project, the required resources, and an initial project schedule. Service Charters are passed to Service Design to initiate the detailed design of the new or changed service. | <ul><li itemprop="description">The Service Charter is a high-level description of a new or substantially changed service and the approach to build that service. In particular, the Service Charter outlines the deliverables to be created during the service implementation project, the required resources, and an initial project schedule. Service Charters are passed to Service Design to initiate the detailed design of the new or changed service. | ||
</li></ul> | </li></ul> | ||
<p><b><span id="ITIL_Service_Model" itemprop="itemListElement">Service Model</span></b> | |||
</p> | </p> | ||
<ul><li itemprop="description">A Service Model is a high-level description of a service and the components required to deliver that service. The main purpose of Service Models is to facilitate an understanding of what service components, assets and other resources are necessary to create the service, including their interactions. Service Models are a valuable tool for understanding the impact of proposed new or changed services on other services at an early stage. | <ul><li itemprop="description">A Service Model is a high-level description of a service and the components required to deliver that service. The main purpose of Service Models is to facilitate an understanding of what service components, assets and other resources are necessary to create the service, including their interactions. Service Models are a valuable tool for understanding the impact of proposed new or changed services on other services at an early stage. | ||
</li></ul> | </li></ul> | ||
<p><b><span id="Service_Portfolio" itemprop="itemListElement">Service Portfolio</span></b> | |||
</p> | </p> | ||
<ul><li itemprop="description">The Service Portfolio represents a complete list of the services managed by a service provider; some of these services are visible to the customers, while others are not. It contains present contractual commitments, new service development, and ongoing service improvement plans initiated by Continual Service Improvement. It also includes third-party services which are an integral part of service offerings to customers. The Service Portfolio is divided into three phases: Service Pipeline, Service Catalogue, and Retired Services (see also: <a href="/index.php/Checklist_Service_Portfolio" title="Checklist Service Portfolio">ITIL Checklist Service Portfolio</a>). | <ul><li itemprop="description">The Service Portfolio represents a complete list of the services managed by a service provider; some of these services are visible to the customers, while others are not. It contains present contractual commitments, new service development, and ongoing service improvement plans initiated by Continual Service Improvement. It also includes third-party services which are an integral part of service offerings to customers. The Service Portfolio is divided into three phases: Service Pipeline, Service Catalogue, and Retired Services (see also: <a href="/index.php/Checklist_Service_Portfolio" title="Checklist Service Portfolio">ITIL Checklist Service Portfolio</a>). | ||
</li></ul> | </li></ul> | ||
<p><b><span id="Service_Portfolio_Review_Report" itemprop="itemListElement">Service Portfolio Review Report</span></b> | |||
</p> | </p> | ||
<ul><li itemprop="description">A document containing the results and findings from a <a href="#Service_Portfolio_Management_Review">Service Portfolio Review</a>. This report is an important input to the <a href="/index.php/ITIL_Strategy_Management#ITIL_Strategy_Management_Assessment" title="ITIL Strategy Management">strategic service assessment</a>. | <ul><li itemprop="description">A document containing the results and findings from a <a href="#Service_Portfolio_Management_Review">Service Portfolio Review</a>. This report is an important input to the <a href="/index.php/ITIL_Strategy_Management#ITIL_Strategy_Management_Assessment" title="ITIL Strategy Management">strategic service assessment</a>. | ||
</li></ul> | </li></ul> | ||
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==<span id="Checklists_.7C_KPIs">Templates | KPIs</span>== | ==<span id="Checklists_.7C_KPIs">Templates | KPIs</span>== | ||
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</li><li><a href="https://wiki.en.it-processmaps.com/index.php/Checklist_Service_Portfolio" title="Checklist Service Portfolio">Service Portfolio Template</a> | </li><li><a href="https://wiki.en.it-processmaps.com/index.php/Checklist_Service_Portfolio" title="Checklist Service Portfolio">Service Portfolio Template</a> | ||
</li></ul><p></html> | </li></ul><p></html> | ||
==Roles | Responsibilities== | ==Roles | Responsibilities== | ||
'''<span id="Service Portfolio Manager">Service Portfolio Manager - Process Owner</span>''' | '''<span id="Service Portfolio Manager">Service Portfolio Manager - Process Owner</span>''' | ||
*The Service Portfolio Manager decides on a strategy to serve customers in cooperation with the [[Service Portfolio Management#IT Steering Group|IT Steering Group]], and develops the service provider's offerings and capabilities. | *The Service Portfolio Manager decides on a strategy to serve customers in cooperation with the [[Service Portfolio Management#IT Steering Group|IT Steering Group]], and develops the service provider's offerings and capabilities. | ||
'''<span id="IT Steering Group">IT Steering Group (ISG)</span>''' | '''<span id="IT Steering Group">IT Steering Group (ISG)</span>''' | ||
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<p> </p> | <p> </p> | ||
{| | {| class="wikitable" style="background: white;" | ||
|- | |- | ||
|style=" | |+ style="background:#013b5e; color:#ffffff; font-size: 120%" colspan="8"|'''<span id="RACI-Matrix-Service-Portfolio-Management">Responsibility Matrix: ITIL Service Portfolio Management</span>''' | ||
|- | |- | ||
!style="background:#ffffee; width: | !style="background:#ffffee; width: 40%; text-align:center" | ITIL Role / Sub-Process | ||
! style="background:# | ! style="background:#eeeeee; font-size: 90%" | [[Service Portfolio Management#Service Portfolio Manager|Service Portfolio Manager]] | ||
! style="background:# | ! style="background:#eeeeee; font-size: 90%" | [[Service Portfolio Management#IT Steering Group|IT Steering Group]] | ||
! style="background:# | ! style="background:#eeeeee; font-size: 90%" | Financial Manager[[Service Portfolio Management#Roles|<small>[3]</small>]] | ||
! style="background:# | ! style="background:#eeeeee; font-size: 90%" | Service Owner[[Service Portfolio Management#Roles|<small>[3]</small>]] | ||
! style="background:# | ! style="background:#eeeeee; font-size: 90%" | Applications Analyst[[Service Portfolio Management#Roles|<small>[3]</small>]] | ||
! style="background:# | ! style="background:#eeeeee; font-size: 90%" | Technical Analyst[[Service Portfolio Management#Roles|<small>[3]</small>]] | ||
|- | |- | ||
|style="text-align:left;" |[[#ITIL Portfolio Management Service Definition|Define and Analyze new or changed Services]] | |style="text-align:left;" |[[#ITIL Portfolio Management Service Definition|Define and Analyze new or changed Services]] | ||
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|- | |- | ||
|} | |} | ||
'''Remarks''' | '''Remarks''' | ||
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<span id="Roles">[3] see [[ITIL Roles|→ Role descriptions ...]]</span> | <span id="Roles">[3] see [[ITIL Roles|→ Role descriptions ...]]</span> | ||
==Notes== | ==Notes== | ||
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[[Category:ITIL | [[Category:ITIL 2011]][[Category:ITIL V3]][[Category:ITIL process]][[Category:Service Strategy|Service Portfolio Management]][[Category:Service Portfolio Management|!]] | ||
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Revision as of 13:18, 28 June 2020
Objective: The objective of ITIL Service Portfolio Management is to manage the service portfolio. This ITIL process ensures that the service provider has the right mix of services to meet required business outcomes at an appropriate level of investment.
Part of: Service Strategy
Process Owner: Service Portfolio Manager
Process Description
Managing services as a portfolio is a new concept in ITIL. ITIL V3 introduces the process for managing the Service Portfolio at the strategic level.
Following the introduction of the Strategy Management for IT Services process in ITIL 2011, Service Portfolio Management has been re-focused to cover activities more closely associated with managing the Service Portfolio. The process overview of Service Portfolio Management (.JPG) shows the key information flows (see fig. 1).
ITIL 4 refers to Service Portfolio Management as a general management practice, and has renamed the practice to "Portfolio management".
Sub-Processes
These are the ITIL Service Portfolio Management sub-processes and their process objectives:
Define and Analyze new or changed Services
- Process Objective: To define the desired outcomes of a proposed new or changed service, analyze the impacts on existing services in the Service Portfolio, and determine the assets required to offer the service.
Approve new or changed Services
- Process Objective: To submit a formal Change Proposal to Change Management, and to initiate the design stage for the new or changed service if the Change Proposal is authorized.
Service Portfolio Review
- Process Objective: To assess the Service Portfolio at regular intervals in order to ensure the service provider offers economically viable services which are aligned with the Service Strategy. This process also keeps the Service Portfolio up to date.
Definitions
The following ITIL terms and acronyms (information objects) are used in the Service Portfolio Management process to represent process outputs and inputs:
Change Proposal
- A Change Proposal describes a proposed major Change, like the introduction of a new service or a substantial change to an existing service. The purpose of Change Proposals is to communicate a proposed major Change and assess its risk, impact and feasibility before design activities begin. Change Proposals are typically created in Service Portfolio Management.
Service Charter
- The Service Charter is a high-level description of a new or substantially changed service and the approach to build that service. In particular, the Service Charter outlines the deliverables to be created during the service implementation project, the required resources, and an initial project schedule. Service Charters are passed to Service Design to initiate the detailed design of the new or changed service.
Service Model
- A Service Model is a high-level description of a service and the components required to deliver that service. The main purpose of Service Models is to facilitate an understanding of what service components, assets and other resources are necessary to create the service, including their interactions. Service Models are a valuable tool for understanding the impact of proposed new or changed services on other services at an early stage.
Service Portfolio
- The Service Portfolio represents a complete list of the services managed by a service provider; some of these services are visible to the customers, while others are not. It contains present contractual commitments, new service development, and ongoing service improvement plans initiated by Continual Service Improvement. It also includes third-party services which are an integral part of service offerings to customers. The Service Portfolio is divided into three phases: Service Pipeline, Service Catalogue, and Retired Services (see also: ITIL Checklist Service Portfolio).
Service Portfolio Review Report
- A document containing the results and findings from a Service Portfolio Review. This report is an important input to the strategic service assessment.
Templates | KPIs
Roles | Responsibilities
Service Portfolio Manager - Process Owner
- The Service Portfolio Manager decides on a strategy to serve customers in cooperation with the IT Steering Group, and develops the service provider's offerings and capabilities.
IT Steering Group (ISG)
- The IT Steering Group (ISG) sets the direction and strategy for IT Services. It includes members of senior management from business and IT. The IT Steering Group reviews the business and IT strategies in order to make sure that they are aligned. It also sets priorities of service development programs/ projects.
| ITIL Role / Sub-Process | Service Portfolio Manager | IT Steering Group | Financial Manager[3] | Service Owner[3] | Applications Analyst[3] | Technical Analyst[3] |
|---|---|---|---|---|---|---|
| Define and Analyze new or changed Services | A[1]R[2] | R | R | R | R | R |
| Approve new or changed Services | AR | - | - | - | - | - |
| Service Portfolio Review | AR | - | - | - | - | - |
Remarks
[1] A: Accountable according to the RACI Model: Those who are ultimately accountable for the correct and thorough completion of the ITIL Service Portfolio Management process.
[2] R: Responsible according to the RACI Model: Those who do the work to achieve a task within Service Portfolio Management.
[3] see → Role descriptions ...
Notes
By: Stefan Kempter 
, IT Process Maps.
Process Description › Sub-Processes › Definitions › Roles
