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In this tutorial, we will discuss ITIL Service Portfolio Management Process. In this chapter, you will learn What is ITIL Service Portfolio, how services are categorized under ITIL V3 Service Portfolio Management Process and the definition, objective, roles, and sub-process of Service Portfolio Management (ITIL V3).
What is ITIL Service Portfolio in ITIL V3?
Before learning about ITIL Service Portfolio Management, we need to learn what a service portfolio is.
As defined by ITIL V3, Service Portfolio illustrates a service provider’s services in terms of business value. It takes account of customer needs and describes the provider’s response to those needs.
In simple form, it is a kind of list of services offered/to be offered/was offered by a service provider.
Service Types in ITIL Service Portfolio:
ITIL Service portfolio lists three types of services under Service Portfolio Management Process, they are: Live Services (Also known as Service Catalogue), Service Pipeline, and Retired Services (A.K.A Dead Services).
Live Services or Service Catalogue:
It is a database of all the current service offerings by a service provider, which are readily available for deployment. Service Catalogue is the only part of the Service Portfolio which is published to the customers. This is also used by sales & support team for service delivery.
Service Pipeline:
It is a database or structured document listing all services that are under planning or in the development phase but are not yet available to customers.
Retired or Dead Services:
This database or document contains the list of services which are phased-out by service provider & currently not offered to customers. This list generally contains legacy services which are discontinued.
What is ITIL Service Portfolio Management Process?
In simple words, ITIL Service Portfolio Management is the process of tracking, indexing & maintaining a list of all the customer-oriented services offered to can be offered by a service provider to meet the customer needs (i.e. - maintaining the Service Portfolio).
The customer requires specialized services to achieve business targets. The service provider should ensure that they have those service offerings available at the required level.
This ITIL Portfolio Management process ensures that service offerings are properly defined and designed to meet the requirements of the customers. This process helps the corporate management to decide on organization’s Service Strategy.
ITIL Service Portfolio Management Objective:
The Primary objective of ITIL Service Portfolio Management is to manage the Service Portfolio.
This ITIL process belongs to ITIL Service Strategy Process Module & ensures that the service provider has the right combination of services available to meet required business outcomes at an appropriate level of investment.
ITIL Service Portfolio Management Sub-Process:
According to ITIL v3, there are four sub-processes under ITIL Service Portfolio Management Process. Their objectives and short descriptions are given below, followed by the diagram showing the process flow:
1> Define and Analyze:
It is for defining the asset requirement & desired outcomes of a proposed new or changed service. It also analyzes the impacts of change on existing services listed in the Service Portfolio.
2> Approve:
This Sub-Process deals with getting appropriate approval for new or changed services before submitting a formal Change Proposal to Change Management. This initiates the design stage for the new or changed service if authorized.
3> Charter:
The purpose of this process is to communicate decisions, allocate resources and charter services.
4> Service Portfolio Review:
It assesses the Service Portfolio at regular intervals to ensure that the service provider is offering economically viable & aligned with the organization’s Service Strategy. This process also keeps the Portfolio up to date.
Important Terminologies & Definitions:
Some important terminologies & definition specific to this Service Portfolio Management (ITIL V3) process are listed below:
Change Proposal:
- A Change Proposal illustrates a proposed major Change, like the introduction of a new service or a major alteration to an existing service.
- The purpose of Change Proposal is to assess the feasibility, risks & benefits of any major change. And also to communicate the proposed Major Change to stakeholders before the design phase starts.
- Change Proposals are typically created in Service Portfolio Management and then transferred to Change Management.
Service Charter:
- It is the high-level description/schema of a new or changed service. It also describes the approach to build that service.
- More specifically, the Service Charter is responsible for summarizing the resources requirement, initial project schedule and possible outputs of the service implementation project.
- Service Charter is the document 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 resources required to deliver that service.
- The main purpose of Service Model is to provide a clear understanding of how the service components, assets, and other resources would be interacting with each other at the time of service development.
Service Portfolio Review Report:
- A document containing the results and findings from a Service Portfolio Review.
- This report is an important input to decide service strategy, especially for the strategic service assessment under ITIL Strategy Management process.
ITIL Service Portfolio Management Process Roles:
Service Portfolio Manager:
- This Role is the Process Owner of ITIL Service Portfolio Management under ITIL Service Strategy.
- The Service Portfolio Manager decides on a strategy to serve customers and develops the service provider's offerings and capabilities. This role works hand-in-hand with IT Steering Group (ISG).
IT Steering Group (ISG):
- It sets the direction and strategy for IT Services. This group includes members from senior management of the business and IT.
- The IT Steering Group reviews the business and IT strategies in order to make sure that they are properly aligned with the business goals. It also decides on the prioritization of service development projects/programs.
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