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Service Portfolio Management

C2

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.