?Service Portfolio and Service Catalog Management
Foundation for making IT services transparent and linking IT outcomes to business outcomes
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?Service
• What is a service? (Try now)
• A means to deliver value
– To users (or customers)
– By facilitating outcomes they want
– Without specific ownership of • Costs
• Risks
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?IT Service
• A service delivered by an IT service provider
• Delivered by a combination of – People
– Process
– Technology (automation)
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?Service Processes
• Service Portfolio Management – ITIL v3/2011 Service Strategy book – Full Lifecycle View of Services
• Service Catalog Management – ITIL v3/2011 Service Design book
– Describe Services
– Publish Services
– Ensure Service Catalog is Accessible and Relevant
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?????Service Por*olio
????Service Catalog
Levels of Services
• Service Pipeline • Service Catalog • Re4red Services
• Services currently In Produc4on
• Published and made available to relevant par4es • Iden4fies feasible Service Requests
• Channel to request standard services • Request Fulfillment
• Access Management
????Service Request Catalog
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?Super Sub’s Service Catalog
Produc4on HR Opera4ons
?????????????????Ordering Food Func4ons Finance Facili4es
Compliance Cleaning
Safety
??????????????Storage Food Prep Fulfillment
Recrui4ng Payrol Benefits
Procurement Payables Receivables
???????????????????
?Super Sub Service Request Catalog
??????Sandwich
Bread • White
• Wheat
Meats
• Ham • Beef • Turkey • Chicken
Toppings
• LeKuce • Tomatoes • Onions
Sides
Cookies
Chips
Drinks
Sodas
Tea
Coffee
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?Service Portfolio Management
• Service enters Service Catalog only after: – Analysis of Costs
– Acceptance of Risks
• Solutions from one or more services
• Defines and communicates
– Policies, Guidelines, Accountability
– Mapping to assets, processes, and outcomes
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?Service Portfolio Management Process
??• Services • Business cases
• Value proposi4on
• Priori4za4on
?????Define
Charter
Analyze
Approve
????????• Communica4on • Resource
Alloca4on
• Change proposal
• Authoriza4on
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?Service Catalog Management
• Define services
• Describe services and service packages
• Produce and maintain an accurate catalog – Consistent with portfolio
• Map interfaces and dependencies – Other services
– Configuration Items (in the CMS)
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?Request Management
• Provides a channel to request and receive – Standard services
– Predefined authorizations and qualifications
• Defined Request Models
– Menu selection (Service Request Catalog)
– Financial approval – Prioritization and escalation – Status tracking
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?Request Management Process
??????Receive Request
Logging and valida4on
Categoriza4on
Authoriza4on
????????Review / Assignment
Priori4za4on • Urgency
• Impact
??????Execu4on ? ? ? Closure
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?Access Management
• Service Operations
• Granting authorized
access
– Deny access to unauthorized
• Manage access based on security policy
• Logging and tracking
• Handle security events
• Request access
• Verification – Identify
– Authorization
• Provisioning
• Check and monitor • Log and track
• Remove or restrict
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?Types of Services
???????Suppor4ng Services
?IT Services
Business Services
• Non-standard naming throughout industry
– Call them what you want
• Business services provide value to cash- paying customers
• Supported by IT Services
• Supported by Internal or Supporting Services
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?Configuration Management
• Customer Portfolio
• Application Portfolio
• Supplier and Contract Management Information System
• Customer Agreement Portfolio
• Project Portfolio
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?Service Catalog
• Name
• ShortDescription
• DetailedDescription • ServiceLevels
• Prerequisites
• Costs
• Approvals
• RequestTypes
Service Request Catalog
• Name
• ShortDescription
• DetailedDescription • ServiceLevels
• Costs
• Approvals
• InformationRequired
Common Fields
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?FootPrints Service Catalog
• Consolidated view – Portfolio
– Service Catalog
– Service Request Catalog – Configuration Items
• Customer Interface
– Hierarchical selection – Request services
– Multiple workspaces
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?FootPrints Service Catalog
• Navigate Categories
• Review Service
• Request Service – From template
– Submits a traditional Request in the appropriate workspace
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?FootPrints Service Catalog
• Built on CMDB
• Categories are CI Types – Hierarchical
– But no inheritance
• Categories of Services – Unique Attributes (fields) – Unique Statuses
– Relationship Types
• Services are CIs
• Services can be linked – To CIs
– To other Services – To Contacts
• Not common – To Issues
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?Service Portfolio
• AlignmentofITand business strategy
• RealizebenefitsfromIT- related investments
• Deliveryofprograms delivering benefits
– On time
– On budget
– Meeting requirements and – Quality Standards
Service Catalog
• Deliveryofservicesinline with business requirements
• Availabilityofreliableand useful information in decision-making
• Transparency of IT costs, benefits, and risks
IT-related Goals
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?Contact Us
[email protected] com http: //ayearon. com/about/
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