Service Strategy, Service Portfolio Management in ITIL, ITIL Course
Service Strategy
Service Portfolio Management
Purpose
Service Portfolio Management (SPM) prioritizes investments and improves the allocation of resources.
The purpose of service portfolio management is to ensure that the service provider has the right mix of services to balance the investmentin IT with the ability to meet business outcomes.
The Service Portfolio represents the commitments and investments made by a
Service Provider across all customers and marketplaces.
The Service Portfolio aims to answer the following questions:
• Why should a customer buy these services?
• Why should they buy these services from our IT organization?
• What is the pricing and chargeback model?
• How should the IT organization’s resources and capabilities be allocated?
Objectives
The objectives of service portfolio management are to:
• To investigate and decide on which services to provide, based on an analysis of the potentialreturn and acceptable level of risk.
• To maintainthe definitive portfolioof services provided.
• To evaluate how services achieve their strategy, and to respond to changes.
• To controlwhich services are offered,under what conditions and at what level of investment.
• To track the investment in services throughout their lifecycle.
• To analyze which services are no longer viable and when they should be retired.
Scope
The scope of service portfolio management is all services a service provider plans to deliver, those currentlydelivered and those that have been withdrawnfrom service.
The primary concern of service portfolio management is whether the service provider is able to generate value from the services.
Service portfolio management evaluates the value of services throughout their lifecycles, and must be able to compare what newer services have offered over the retired services they have replaced.
External service providers tend to evaluate value more directly, as each service needs to be able to generate revenue directly, or support revenue-generating services.
Internal service providers will need to work with the businessunits in the organization to link each serviceto the business outcomes before they can compare investment with returns.
Service Portfolio
The Service Portfolio Management approach helps prioritize investments and improve the allocation of resources.
Service Portfolio is divided into 3 sections:
• Service pipeline is a part of Service Portfolio that consists of the services under development or under consideration for development.
• Service catalog is a part of ServicePortfolio that consists of services active in the Service Operation phase and is visible to the customers. It mainly represents the present capabilities of the IT organization.
• Retired services are a part of ServicePortfolio that consist of services that are no longer in use.
The portfolio should have a proper mix of services in the pipeline and catalog to secure the financial viability of the Service Provider.
Outcomes in the present can be supportedby services in the Service Catalog or may be supported by services in the Service Pipeline in the future.
Service Strategy, Service Portfolio Management in ITIL, ITIL Course
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Process
The activities in the Service Portfolio Management processare:
• Define is a phase that deals with collecting information from all existing service as well as proposed services. Service Strategyapplies in this activity because it underlines the framework, as a whole.
• Analyze is a phase that revises the information collected during the Define phase, to maximize the portfolio value, align, prioritize and balance supply and demand.
• Approve is a phase that authorizes or rejects proposals/plans of future state or development path of services proposed. For existing services, the following steps apply:
o Retain – Services that are largelyself-contained, with well-defined asset, process, and system boundaries.
o Replace – Services that have unclear and overlapping business functionality.
o Rationalize – Services thatare composed of multiple releases of the same operating system, multiple versions of the same software and or multiple versions of system platforms providing similarfunctions.
o Refactor – Services that meet the technical and functional criteria of the organization but have fuzzy processes or system boundaries.
o Renew – Services that meet functional fitnesscriteria but fail technical fitness.
o Retire – Services that do not meet minimum levels of technical and functional fitness.
• Charter is a phase that begins with a list of decisions and actions. This list is then correlated to the financial plan and budget. The outcome of the mentioned process will build into financial forecasts and resource plans.
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What is the basic concept of ITIL?
ITIL defines a lifecycle for Service Management that allows us to consider the services in a global way: rationale, design, construction, testing, deployment, upgrade, and removal. The phases of the lifecycle are the following: Strategy: Promotes the vision of Service Management as a strategic asset.#ITIL
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What is ITIL certification?
ITIL is a global framework designed to help improve customer experience. Learn what is ITIL certification, benefits of certification and how to get certified. ITIL is a global framework of best practices for IT service management focused on reducing risk, improving customer relations, and supporting IT environments.
Service Strategy, Service Portfolio Management in ITIL, ITIL Course