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.
- 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 services portfolio adjustments per annum that are made in co-operation with the rest of the business.
- Practice
- Engage with other business units to develop IT services portfolio management processes.
- Outcome
- Processes and structured collaboration help eliminate disruptive events and planning has greatly improved.
- Metric
- % of IT services portfolio adjustments per annum that are made in co-operation with the rest of the business.
- Practice
- Manage the IT services portfolio to respond to identified needs.
- Outcome
- The IT services portfolio is reactively managed by IT.
- Metrics
- % of IT services included in the service catalogue.
- % of IT services portfolio adjustments made per annum in co-operation with the rest of the business.
- Practice
- Create a formal record of the IT services portfolio.
- Outcome
- A formal documented record represents the menu of available IT services, and facilitates planning discussions on how best to manage business demand for IT services.
- Metric
- Frequency of reviews and updates to the IT services portfolio record.
- Practice
- Communicate all significant changes to the IT services portfolio in an informal way.
- Outcome
- All significant changes are communicated and many disruptive events are avoided.
- Metrics
- Frequency of communication of the IT services portfolio.
- % of changes effectively communicated.
- 3Intermediate
- Practice
- Engage key stakeholders across IT and some other business units to discuss the balance of demand and supply across the IT services portfolio.
- Outcome
- The IT services portfolio is periodically reviewed and where necessary realigned to meet business demand.
- Metric
- Percentage of IT services reviewed per annum to assess their alignment with business demand.
- Practice
- Implement an IT services portfolio management process that results in a catalogue of services that can be delivered by IT.
- Outcome
- The IT services portfolio is formally managed to deliver business services.
- Metrics
- % of IT services included in the service catalogue.
- % of IT services portfolio adjustments made per annum in co-operation with the rest of the business.
- Practice
- Maintain an up-to-date record of the IT services portfolio.
- Outcome
- A well-maintained, up-to-date record of the IT services portfolio is in place helping communications and collaboration efforts.
- Metric
- Frequency of review and refresh of the formal IT services portfolio record.
- Practice
- Formally communicate all changes to the IT services portfolio to key stakeholders.
- Outcome
- Changes are well communicated.
- Metrics
- Frequency of communication of the IT services portfolio.
- % of changes effectively communicated.
- 4Advanced
- Practice
- Conduct discussions between the IT function and the rest of the business regarding fluctuations and variations in business demand for IT services.
- Outcome
- There is greater organization-wide understanding of business demand fluctuations, their underlying drivers, and how necessary supply adjustments can be proactively planned.
- Metrics
- % of IT services portfolio adjustments per annum that are made in co-operation with the rest of the business.
- Percentage of business demand opportunities fulfilled.
- Practice
- Establish an effective and stable IT services portfolio management process.
- Outcome
- The IT services portfolio is effectively managed.
- Metrics
- % of IT services included in the service catalogue.
- % of IT services portfolio adjustments made per annum in co-operation with the rest of the business.
- Practice
- Implement a mechanism for the entire organization to easily access an up-to-date record of the IT services portfolio.
- Outcome
- Everyone in the organization can easily access an up-to-date record of the IT services portfolio.
- Metrics
- Frequency of communication of the IT services portfolio.
- % of changes effectively communicated.
- Practice
- Make sure that proactive and structured communication takes place with all relevant stakeholders as an integral part of IT services portfolio management.
- Outcome
- Stakeholders collaborate in keeping the IT services portfolio up to date, and are in turn kept up to date regarding planned operational peaks and troughs, as well as planned events – and this helps prevent shortages or service outages.
- Metrics
- Frequency of communication of the IT services portfolio.
- % of changes effectively communicated.
- 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 services portfolio is in place.
- Metric
- % of IT services portfolio adjustments per annum that are made in co-operation with the rest of the business.
- Practice
- Integrate IT services portfolio management as a key element of organizational strategy planning.
- Outcome
- The IT services portfolio is continually optimized to balance supply with demand.
- Metric
- Number of demand-supply mismatches for key IT services.
- Practice
- Continually measure and improve IT services portfolio management performance.
- Outcome
- A best-in-class portfolio management process operates.
- Metrics
- % of IT services included in the service catalogue.
- % of IT services portfolio adjustments made per annum in co-operation with the rest of the business.
- Practices
- Review and improve the IT services portfolio communication process.
- Benchmark against best practice.
- Outcome
- An optimized change management and communication process operates.
- Metrics
- Frequency of communication of the IT services portfolio.
- % of changes effectively communicated.