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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.

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.