Service Portfolio Management
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ITIL Service Portfolio Management: Overview
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
ITIL Service Portfolio Management: Process Definition
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.
The following sub-processes are part of Service Portfolio Management:
Sub-Processes
- Strategic Service Assessment
- Process Objective: To assess the present situation of the service provider within its current market spaces. This includes an assessment ("Strategic Service 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").
ITIL Terms: Service Portfolio Management
- Business Planning Information
- Business Planning Information includes important input from clients and external service providers, especially for devising the Service Strategy and looking for ways to improve services.
- This input will highlight, for example, planned business initiatives like the introduction of new product/ service offerings or the expansion into new markets, as well as information on the future development of business activity, especially expected increases in business transaction volumes. This information helps the service organization understand the businesses it serves and their plans for the future, allowing it to offer and develop the right set of services.
- 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 Strategy
- A systematic long-term plan of action, designed by the IT Service Organization to achieve defined objectives.
- Strategic Plan
- A plan for implementing the Service Strategy, containing specific objectives, activities and responsibilities.
- Strategic Service Assessment
- The Strategic Service Assessment is used to gain insight into a service provider’s weaknesses and strengths prior to developing a Service Strategy.
Additional Information on Service Portfolio Management
ITIL KPIs and Checklists
- Key Performance Indicators (KPIs) Service Portfolio Management
- Checklists Service Portfolio Management: Checklist Service Portfolio
ITIL Roles
- 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 ISG reviews the business and IT strategies in order to make sure that they are aligned.
- It also sets priorities of service development programs/ projects.
Downloads
Overview Service Portfolio Management
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Use the following links to open the process overview of Service Portfolio Management showing the most important interfaces: |
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