service design / figure 3.6 the service portfolio – a central repository
TRANSCRIPT
Service Portfolio as part of SKMS
Service Design / Figure 3.6 The Service Portfolio – a Central Repository
HENDERSHOTT CONSULTING INC
web Presence: www.hci-itil.comEmil: [email protected]
Service Knowledge Management System
BU A BU B BU C BU D
The Business Enterprise
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.”
Service Knowledge Management System
BU A BU B BU C BU D
The Business Enterprise
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.”
Service Knowledge Management System
BU A BU B BU C BU D
The Business Enterprise
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 and4. people
Service Knowledge Management System
BU A BU B BU C BU D
The Business Enterprise
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 and4. people
IT Services
Data AppEnvSysHW
SysSW
DBMS Network
Infrastructure Elements
SKMSBU A BU B BU C BU D
The Business Enterprise
Service Design / Figure 3.6 The Service Portfolio – a Central Repository
IT Services
Data AppEnvSysHW
SysSW
DBMS Network
SKMSBU A BU B BU C BU D
The Business Enterprise
Service A Service B Service C
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3
Service A consists of System Hardware Configuration #1, System Software Configuration #1, DBMS #1. It uses Network Configuration Offering #2, the Environment and Application #2.
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Service Design / Figure 3.6 The Service Portfolio – a Central Repository
IT Services
Data AppEnvSysHW
SysSW
DBMS Network
SKMSBU A BU B BU C BU D
The Business Enterprise
Service A Service B Service C
22 11 1 1 22
3
Service B consists of System Hardware Configuration #2, System Software Configuration #2. It uses Network Configuration Offering #1, the Environment, Data Configuration #2 and Application #1.
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43
Service Design / Figure 3.6 The Service Portfolio – a Central Repository
IT Services
Data AppEnvSysHW
SysSW
DBMS Network
SKMSBU A BU B BU C BU D
The Business Enterprise
Service A Service B Service C
22 11 1 1 22
3
Service C consists of System Hardware Configuration #1, System Software Configuration #2 . DBMS #3.It uses Network Configuration Offering #1, the environment, Data Configuration #1 and Application Set #3.
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43
Service Design / Figure 3.6 The Service Portfolio – a Central Repository
IT Services
Data AppEnvSysHW
SysSW
DBMS Network
SKMSBU A BU B BU C BU D
The Business Enterprise
Service A Service B Service C
22 11 1 1 22
3
Service C consists of System Hardware Configuration #1, System Software Configuration #2 . DBMS #3.It uses Network Configuration Offering #1, the environment, Data Configuration #1 and Application Set #3.
21 1 2
43
Service Design / Figure 3.6 The Service Portfolio – a Central Repository
IT Services
Data AppEnvSysHW
SysSW
DBMS Network
SKMSBU A BU B BU C BU D
The Business Enterprise
Service A Service B Service C
22 11 1 1 22
3
“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.”
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Service Design / Figure 3.6 The Service Portfolio – a Central Repository
Service A
IT Services
Data AppEnvSysHW
SysSW
DBMS Network
SKMSBU A BU B BU C BU D
The Business Enterprise
Service A Service B Service C
22 11 1 1 22
3
“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.”
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Service Design / Figure 3.6 The Service Portfolio – a Central Repository
Service A
IT Services
Data AppEnvSysHW
SysSW
DBMS Network
SKMSBU A BU B BU C BU D
The Business Enterprise
Service A Service B Service C
22 11 1 1 22
3
“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.”
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43
Service Design / Figure 3.6 The Service Portfolio – a Central Repository
Service A
IT Services
Data AppEnvSysHW
SysSW
DBMS Network
SKMSBU A BU B BU C BU D
The Business Enterprise
Service A Service B Service C
22 11 1 1 22
3
“Warranty ensures the utility of the service is available as needed with sufficient capacity, continuity and security.”
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43
Service Design / Figure 3.6 The Service Portfolio – a Central Repository
Service A
IT Services
Data AppEnvSysHW
SysSW
DBMS Network
SKMSBU A BU B BU C BU D
The Business Enterprise
Service A Service B Service C
22 11 1 1 22
3
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.
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Service Design / Figure 3.6 The Service Portfolio – a Central Repository
SLASLASLASLA
IT Services
Data AppEnvSysHW
SysSW
DBMS Network
SKMSBU A BU B BU C BU D
The Business Enterprise
Service A Service B Service C
22 11 1 1 22
3
Business Units sign on for one or more service offerings according to the Terms specified in the SLAs.
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43
Service Design / Figure 3.6 The Service Portfolio – a Central Repository
SLASLASLASLA
IT Services
Data AppEnvSysHW
SysSW
DBMS Network
SKMSBU A BU B BU C BU D
The Business Enterprise
Service A Service B Service C
22 11 1 1 22
3
21 1 2
43
Service Design / Figure 3.6 The Service Portfolio – a Central Repository
SLASLASLASLA
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.
UCsSupportingService
CB
AOLAs
Support TeamsSuppliers
IT Services
Data AppEnvSysHW
SysSW
DBMS Network
BU A BU B BU C BU D
The Business Enterprise
Service A Service B Service C
22 11 1 1 22
3
21 1 2
43
Service Design / Figure 3.6 The Service Portfolio – a Central Repository
SLASLASLASLA
UCsSupportingService
CB
AOLAs
Support TeamsSuppliers
Service
•Service A
•Service B
Status
•Released
•Released
Owner
•App Dev
•Netwk
The Service Portfolio
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
Data AppEnvSysHW
SysSW
DBMS Network
BU A BU B BU C BU D
The Business Enterprise
Service A Service B Service C
22 11 1 1 22
3
21 1 2
43
Service Design / Figure 3.6 The Service Portfolio – a Central Repository
SLASLASLASLA
UCsSupportingService
CB
AOLAs
Support TeamsSuppliers
Service StatusRequirements:Defined:Analyzed:Approved:Chartered:DesignedDeveloped:Built:Test:Released:OperationalRetired:
IT Services
Data AppEnvSysHW
SysSW
DBMS Network
BU A BU B BU C BU D
The Business Enterprise
Service A Service B Service C
22 11 1 1 22
3
21 1 2
43
Service Design / Figure 3.6 The Service Portfolio – a Central Repository
SLASLASLASLA
UCsSupportingService
CB
AOLAs
Support TeamsSuppliers
Service PipelineThe 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
Data AppEnvSysHW
SysSW
DBMS Network
BU A BU B BU C BU D
The Business Enterprise
Service A Service B Service C
22 11 1 1 22
3
21 1 2
43
Service Design / Figure 3.6 The Service Portfolio – a Central Repository
SLASLASLASLA
UCsSupportingService
CB
AOLAs
Support TeamsSuppliers
Business Service CatalogueContains 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
Data AppEnvSysHW
SysSW
DBMS Network
BU A BU B BU C BU D
The Business Enterprise
Service A Service B Service C
22 11 1 1 22
3
21 1 2
43
Service Design / Figure 3.6 The Service Portfolio – a Central Repository
SLASLASLASLA
UCsSupportingService
CB
AOLAs
Support TeamsSuppliers
Technical Service CatalogueContains 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
Data AppEnvSysHW
SysSW
DBMS Network
BU A BU B BU C BU D
The Business Enterprise
Service A Service B Service C
22 11 1 1 22
3
21 1 2
43
Service Design / Figure 3.6 The Service Portfolio – a Central Repository
SLASLASLASLA
UCsSupportingService
CB
AOLAs
Support TeamsSuppliers
Technical Service CatalogueContains 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
Data AppEnvSysHW
SysSW
DBMS Network
BU A BU B BU C BU D
The Business Enterprise
Service A Service B Service C
22 11 1 1 22
3
21 1 2
43
Service Design / Figure 3.6 The Service Portfolio – a Central Repository
SLASLASLASLA
UCsSupportingService
CB
AOLAs
Support TeamsSuppliers
Service Portfolio as part of SKMS
