Service Design / Figure 3.6 The Service Portfolio – a Central Repository

BU ABU BBU CBU D Service Design / Figure 3.6 The Service Portfolio – a Central Repository “The primary objective of IT Service Management is to ensure that the IT services are aligned to the business needs and actively support them.”

BU ABU BBU CBU D Service Design / Figure 3.6 The Service Portfolio – a Central Repository “The primary objective of Service Management is to ensure that the IT services are aligned to the business needs and actively support them.” “If IT processes and IT services are implemented, managed and supported in the appropriate way, the business will be more successful, suffer less disruption and loss of productive hours, reduce costs, increase revenue, improve public relations and achieve its business objectives.”

BU ABU BBU CBU D Service Design / Figure 3.6 The Service Portfolio – a Central Repository “The primary objective of Service Management is to ensure that the IT services are aligned to the business needs and actively support them.” “If IT processes and IT services are implemented, managed and supported in the appropriate way, the business will be more successful, suffer less disruption and loss of productive hours, reduce costs, increase revenue, improve public relations and achieve its business objectives.” IT assets need to be acquired and managed in order to contribute to effective IT service provision. These are: 1.IT infrastructure, 2.applications, 3.information and 4.people

BU ABU BBU CBU D Service Design / Figure 3.6 The Service Portfolio – a Central Repository “The primary objective of Service Management is to ensure that the IT services are aligned to the business needs and actively support them.” “If IT processes and IT services are implemented, managed and supported in the appropriate way, the business will be more successful, suffer less disruption and loss of productive hours, reduce costs, increase revenue, improve public relations and achieve its business objectives.” IT assets need to be acquired and managed in order to contribute to effective IT service provision. These are: 1.IT infrastructure, 2.applications, 3.information and 4.people

IT Services Infrastructure Elements BU ABU BBU CBU D Service Design / Figure 3.6 The Service Portfolio – a Central Repository

IT Services BU ABU BBU CBU D Service AService BService C Service Design / Figure 3.6 The Service Portfolio – a Central Repository

IT Services BU ABU BBU CBU D Service AService BService C Service Design / Figure 3.6 The Service Portfolio – a Central Repository

IT Services BU ABU BBU CBU D Service AService BService C Service Design / Figure 3.6 The Service Portfolio – a Central Repository

IT Services BU ABU BBU CBU D Service AService BService C Service Design / Figure 3.6 The Service Portfolio – a Central Repository

IT Services BU ABU BBU CBU D Service AService BService C “The economic value of a service is the sum of it’s reference value and the net difference in value the customer associates with the offered service.” Service Design / Figure 3.6 The Service Portfolio – a Central Repository Service A

IT Services BU ABU BBU CBU D Service AService BService C “Fitness for Purpose comes from the attributes of the service that have a positive effect on the performance of activities, objects, and tasks associated with desired outcomes. Removal or relaxation of constraints on performance is also perceived as a positive effect.” Service Design / Figure 3.6 The Service Portfolio – a Central Repository Service A

IT Services BU ABU BBU CBU D Service AService BService C “Fitness for Use comes from the positive effect being available when needed, in sufficient capacity or magnitude, and dependably in terms of continuity and security.” Service Design / Figure 3.6 The Service Portfolio – a Central Repository Service A

IT Services BU ABU BBU CBU D Service AService BService C “Warranty ensures the utility of the service is available as needed with sufficient capacity, continuity and security.” Service Design / Figure 3.6 The Service Portfolio – a Central Repository Service A

IT Services BU ABU BBU CBU D Service AService BService C Service Level Agreements are a key element in ensuring service warranty. SLAs typically bundle service offerings according to an n SLA framework agreed to by the organization Service Design / Figure 3.6 The Service Portfolio – a Central Repository

IT Services BU ABU BBU CBU D Service AService BService C Business Units sign on for one or more service offerings according to the Terms specified in the SLAs Service Design / Figure 3.6 The Service Portfolio – a Central Repository

IT Services BU ABU BBU CBU D Service AService BService C Service Design / Figure 3.6 The Service Portfolio – a Central Repository Underpinning Agreements with Suppliers and Operating Level Agreements with internal service providers are key to ensuring the warranty provisions stated in the SLAs can be met. Supporting services within the IT organization maintain and monitor them. UCs Supporting Service C B A OLAs Support Teams Suppliers

IT Services BU ABU BBU CBU D Service AService BService C Service Design / Figure 3.6 The Service Portfolio – a Central Repository UCs Supporting Service C B A OLAs Support Teams Suppliers Service Design begins architecting the service, which will eventually become part of the Service Catalogue. The Service Portfolio should contain information relating to every service and its current status within the organization.

IT Services BU ABU BBU CBU D Service AService BService C Service Design / Figure 3.6 The Service Portfolio – a Central Repository UCs Supporting Service C B A OLAs Support Teams Suppliers Service Status Requirements: Defined: Analyzed: Approved: Chartered: Designed Developed: Built: Test: Released: Operational Retired:

IT Services BU ABU BBU CBU D Service AService BService C Service Design / Figure 3.6 The Service Portfolio – a Central Repository UCs Supporting Service C B A OLAs Support Teams Suppliers Service Pipeline The Service Pipeline is a subset of the overall Service Portfolio and contains details of all of the business requirements that have not yet become services released to the live environment.

IT Services BU ABU BBU CBU D Service AService BService C Service Design / Figure 3.6 The Service Portfolio – a Central Repository UCs Supporting Service C B A OLAs Support Teams Suppliers Business Service Catalogue Contains details of all the IT services delivered to the customer, together with relationships to the business units and the business process that rely on the IT services. This is the customer view of the Service Catalogue.

IT Services BU ABU BBU CBU D Service AService BService C Service Design / Figure 3.6 The Service Portfolio – a Central Repository UCs Supporting Service C B A OLAs Support Teams Suppliers Technical Service Catalogue Contains details of all the IT services delivered to the customer, together with relationships to the supporting services, shared services, components and Cls necessary to support the provision of the service to the business.

IT Services BU ABU BBU CBU D Service AService BService C Service Design / Figure 3.6 The Service Portfolio – a Central Repository UCs Supporting Service C B A OLAs Support Teams Suppliers Technical Service Catalogue Contains details of all the IT services delivered to the customer, together with relationships to the supporting services, shared services, components and Cls necessary to support the provision of the service to the business.

IT Services BU ABU BBU CBU D Service AService BService C Service Design / Figure 3.6 The Service Portfolio – a Central Repository UCs Supporting Service C B A OLAs Support Teams Suppliers