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Thursday, January 26, 2012

Components of a Service Portfolio

In the previous two chapters, we learnt about what Service Portfolio Management is and the goals & objectives of the same. In this chapter, we are going to take a look at the components involved in this process.

The Service Portfolio contains information about services across the entire lifecycle, providing information on the status of services as they move from concept through requirement specification, approval, design, transition into live operation and eventual retirement. The information held on each service develops and changes as it moves through the lifecycle. In the early part of the lifecycle, there will be little more than a description of the proposed service with details of the value proposition, business sponsors and other basic details. As we move through the lifecycle, requirements will be specified and either incorporated or cross-referenced. The business case will be included along with funding details, priorities and risks. Offerings and packages, costs and prices will be added once designed and agreed.

By the time the service is ready for operational delivery, the full content of the Service Portfolio would include:
• Service name
• Service description
• Service status
• Service classification and criticality
• Applications used
• Data and/or data schema used
• Business processes supported
• Business owners
• Business users
• IT owners
• Service warranty level
• SLA and SLR references
• Supporting services
• Supporting resources
• Dependent services
• Supporting OLAs
• Contracts and agreements
• Service costs
• Service charges
• Service revenue
• Service metrics
In order to manage and understand the information, the Service Portfolio is separated conceptually, and often physically, into three separate components:
• The Service Pipeline, which covers services that have not yet moved into operation.
• Retired Services, which includes information on services that have been taken out of operational use and for which it is considered of value to retain the information about them.
• In between these are services that are operational and delivering to the customer. These services are covered by the Service Catalogue. Don’t worry much about the Service Catalogue right away. We are going to cover that in great detail very soon.

From a broader perspective, the Service Portfolio is best included as a part of the IT service provider’s Service Knowledge Management System.

New Terms Introduced in this chapter:

The Service Pipeline: The Service Pipeline holds details of all services that are not yet ready for transition into production. It reflects the IT provider’s service strategy.

The Service Catalog: The Service Catalog contains information about IT services that are currently in production or are about to go through Service Transition into production. It is therefore a measure of the IT service provider’s current capacity, capability and confidence to deliver.

Retired Services: Services eventually come to the end of their useful life, perhaps because they are no longer relevant to the customer’s needs or because they are no longer cost-effective. There is no point continuing with a service that is not wanted or is uneconomical to run, unless there is an alternative justification for its retention.

Information about retired services should be retained as part of the IT service provider’s Service Knowledge Management System for as long as such information is likely to be useful. In some circumstances, a retired service may become operationally viable and be revived out of retirement.

Prev: Goals, Purpose and Objectives of SPM

Next: Key Activities in SPM

1 comment:

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