is service portfolio management the next evolution of itil?
TRANSCRIPT
Is Service Portfolio Management the next evolution of ITIL?
Peter Doherty – V2 Master / V3 Expert
ITIL® V3 – The Service Lifecycle
ITIL® is a registered trademark
The Official
Introduction To The ITIL Service
Lifecycle
The Service Strategy Volume—The service strategy
volume provides guidance on how to design, develop and
Why Service Strategy?
design, develop and implement service management not only as an organizational capability but also as a strategic asset.
What is Service Strategy all about?
— It is a model whereby the strategy begins with the customer’s desired outcomes.
— “Customers don’t buy products, they buy the satisfaction of particular needs.”
The Service Lifecycle
needs.”— This means that what the customer
values is often different from what the service provider thinks he or she provides.
— Acknowledges that every service provider is subject to competitive forces.Consumed vs. Fulfilled
Services
How do we manage across the Service Lifecycle?
Service Portfolio
Service
Catalogue
Service Pipeline
Third
Party
CatalogueService MARKET SPACES
Retired ServicesServices in
development Service
Operation
CUSTOMERS
Service
Transition
Common pool of resources
Resources Engaged
Resources Released
Service
Design
Service
concept
What is Service Portfolio Management?
Service Portfolio Management—Dynamic method for governing investments in
service management across the enterprise and managing them for value
—Involves proactive management of the —Involves proactive management of the investment across the service lifecycle− Services in the concept, design and transition pipeline, − Live services defined in the various service catalogues− Retired services
So, how do we do it?
Build RunPipeline
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What will Service Portfolio Management give you?
Front Office
Strategic View
Delivery Charges
New and Improved BusinessChange Request Service Request
Operational
DemandTactical
Demand
Investment
Request
Strategic
Demand
SPM for Business Unit Executives / Line of Business
End UsersRequests, self-help/serve, one-stop IT interaction
Business Relationship ManagementDemand Mgmt, Service Level Mgmt, Financial Mgmt, IT Value Mgmt
Back
Office
CMDB
Security
Network
Storage
Systems Desktops
Servers
Financials
Performance
Availability Risks
Resources
SLA
Applications
Configs
Projects Software
Services
Service Desk
Integrated Change
Management
Service Catalog
Service Request
Management
Business Case
Service Portfolio
Management
What is the Service Portfolio Management End Game?
How do you start SPM?
— Absolutely requires Executive sponsorship and leadership – Vision and Enablement
— Absolutely requires Business participation – IT facilitates but the business must be a partner, if not the leader in the effort
— Business process initiative – This requires skills in process
10
— Business process initiative – This requires skills in process management, design, implementation – and organizational change
— Decisions require fact-based information – This requires a systematic approach to collect, integrate, analyze and provide meaningful data
— Requires a high level of organizational service management and project and portfolio management maturity – need an acute understanding of the relationship between the two
Where to get some extra information
— http://www.youtube.com/user/ITILNinja#p/a/u/2/Y3If8FVkfOE
— http://www.youtube.com/user/ITILNinja#p/a/u/1/jd9ZBeC3
SPM on YouTube
— http://www.youtube.com/user/ITILNinja#p/a/u/1/jd9ZBeC33DA
— http://www.youtube.com/user/ITILNinja#p/a/u/0/G1yVyJI98WU
Whitepaper on SPM
http://www.ca.com/files/whitepapers/spm_wp_final_214056.pdf
Or email me
