Service Portfolio Management
Manage the IT services portfolio to include setting deployment schedules for new services, making changes to existing services, and removing redundant services.
Improvement Planning
Practices-Outcomes-Metrics (POM)
Representative POMs are described for Service Portfolio Management at each level of maturity.
- 1Initial
- Practice
- Implement collaboration within IT to support the optimization of IT services.
- Outcome
- There is limited collaboration within IT to drive optimization of the IT service portfolio.
- Metric
- % of IT services covered during a scheduled IT services portfolio review.
- Practice
- Take action to adjust the IT service portfolio in response to issues that emerge and impact the business.
- Outcome
- The IT service portfolio is adjusted reactively in response to business outcomes.
- Metrics
- % of IT services included in service catalogue.
- % of service portfolio adjustments made per annum in co-operation with the business.
- Practice
- Communicate the IT service portfolio, and changes to it, to business stakeholders.
- Outcome
- Basic IT services portfolio information is available to the business but details on service costs, service administration or application processes may not be documented.
- Metric
- % of IT services portfolio changes that have been communicated prior to the start of the adjusted service.
- 2Basic
- Practice
- Identify supply sensitive business units and commence structured collaboration efforts with them.
- Outcome
- Improved collaboration, involving some other business units, leads to more effective optimization.
- Metric
- % of IT service portfolio adjustments per annum that are made in co-operation with the business.
- Practice
- Engage with other business units to develop IT service portfolio management processes.
- Outcome
- Process and structured collaboration are eliminating disruptive events and planning has greatly improved.
- Metric
- % of IT service portfolio adjustments per annum that are made in co-operation with the business.
- Practice
- Manage the IT service portfolio to respond to identified needs.
- Outcome
- The IT service portfolio is reactively managed by IT.
- Metrics
- % of IT services included in service catalogue.
- % of IT service portfolio adjustments made per annum in co-operation with some business units.
- Practice
- Create a formal record of the service portfolio.
- Outcome
- A formal record of the IT service portfolio exists and facilitates planning, communication and portfolio management.
- Metrics
- # Frequency of communication of IT service portfolio.
- % of changes effectively communicated.
- # Frequency of reviews and refreshes of the formal service portfolio record.
- Practice
- Communicate all significant changes to the service portfolio in an informal way.
- Outcome
- All significant changes are communicated and many disruptive events are avoided.
- Metrics
- Frequency of communication of IT service portfolio.
- % of changes effectively communicated.
- Frequency of review and refresh of formal service portfolio record.
- 3Intermediate
- Practice
- Engage all key stakeholders across IT and other business units to optimize IT services.
- Outcome
- The IT service portfolio is periodically reviewed and realigned to meet business demand.
- Metric
- % of IT service portfolio adjustments per annum that are made in co-operation with other business units.
- Practices
- Implement an IT service portfolio management process that results in a catalogue of services that can be delivered by IT.
- Engage with other business units in this process.
- Outcome
- The IT service portfolio is formally managed to deliver business services.
- Metrics
- % of IT services included in service catalogue.
- % of service portfolio adjustments made per annum in co-operation with the business.
- Practice
- Maintain an up-to-date record of the IT service portfolio.
- Outcome
- A well maintained, up-to-date record of the IT service portfolio is in place helping communications and collaboration efforts.
- Metric
- Frequency of review and refresh of formal service portfolio record.
- Practice
- Formally communicate all changes to the IT service portfolio to key stakeholders.
- Outcome
- Changes are well communicated.
- Metrics
- Frequency of communication of IT service portfolio.
- % of changes effectively communicated.
- 4Advanced
- Practice
- Establish a formal process of collaboration across IT and the organization as an integral part of the IT service portfolio management process.
- Outcome
- Optimization activity is an integral and effective part of the service portfolio management process.
- Metric
- % of service portfolio adjustments per annum that are made in co-operation with the business.
- Practice
- Establish an effective IT portfolio management process.
- Outcome
- The IT service portfolio is effectively managed.
- Metrics
- % of IT services included in service catalogue.
- % of service portfolio adjustments made per annum in co-operation with the business.
- Practice
- Engage all key stakeholders from IT and the organization.
- Outcome
- There is full engagement from all key stakeholders.
- Metrics
- % of IT services included in service catalogue.
- % of service portfolio adjustments made per annum in co-operation with the business.
- Practice
- Implement a mechanism for the entire organization to easily access an up-to-date record of the service portfolio.
- Outcome
- Everyone in the organization can easily access an up-to-date record of the service portfolio.
- Metrics
- Frequency of communication of service portfolio.
- % of changes effectively communicated.
- Frequency of review and refresh of formal service portfolio record.
- Practice
- Ensure proactive and structured communication takes place with all key stakeholders as an integral part of the service portfolio management process — for both the service portfolio and any changes to it.
- Outcome
- Everyone in the organization can easily access an up-to-date record of the service portfolio.
- Metrics
- Frequency of communication of service portfolio.
- % of changes effectively communicated.
- Frequency of review and refresh of formal service portfolio record.
- 5Optimized
- Practice
- Establish a culture of collaboration supported by an extensive, structured framework that is continually improved and optimized, based on feedback and measurement, to drive improved optimization of IT services.
- Outcome
- A continually optimized IT service portfolio is in place.
- Metric
- % of service portfolio adjustments per annum that are made in co-operation with the business.
- Practice
- Integrate IT portfolio management as a key element of organizational strategy.
- Outcome
- The service portfolio is continually optimized to balance supply with demand.
- Metrics
- % of IT services included in service catalogue.
- % of IT service portfolio adjustments made per annum that were requested by the business.
- Practice
- Continually measure and improve performance.
- Outcome
- A best-in-class portfolio management process operates.
- Metrics
- % of IT services included in service catalogue.
- % of IT service portfolio adjustments made per annum that were requested by the business.
- Practices
- Review and improve the communication process.
- Benchmark against best practice.
- Outcome
- An optimized change management and communication process operates.
- Metrics
- Frequency of communication of service portfolio.
- % of IT service changes effectively communicated.
- Frequency of review and refresh of formal service portfolio record.