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Service Portfolio as part of SKMS

Service Portfolio as part of SKMS. Hendershott Consulting Inc web Presence: www.hci-itil.com Emil: len.hendershott@rogers.com. Service Design / Figure 3.6 The Service Portfolio – a Central Repository. Service Knowledge Management System. The Business Enterprise. BU D.

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Service Portfolio as part of SKMS

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  1. Service Portfolio as part of SKMS Hendershott Consulting Inc web Presence: www.hci-itil.com Emil: len.hendershott@rogers.com Service Design / Figure 3.6 The Service Portfolio – a Central Repository

  2. Service Knowledge Management System The Business Enterprise BU D “The primary objective of IT Service Management is to ensure that the IT services are aligned to the business needs and actively support them.” BU A BU B BU C Service Design / Figure 3.6 The Service Portfolio – a Central Repository

  3. Service Knowledge Management System The Business Enterprise BU D “The primary objective of Service Management is to ensure that the IT services are aligned to the business needs and actively support them.” BU A BU B BU C “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 Design / Figure 3.6 The Service Portfolio – a Central Repository

  4. Service Knowledge Management System The Business Enterprise BU D “The primary objective of Service Management is to ensure that the IT services are aligned to the business needs and actively support them.” IT assets need to be acquired and managed in order to contribute to effective IT service provision. These are: IT infrastructure, applications, information and people BU A BU B BU C “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 Design / Figure 3.6 The Service Portfolio – a Central Repository

  5. Service Knowledge Management System The Business Enterprise BU D “The primary objective of Service Management is to ensure that the IT services are aligned to the business needs and actively support them.” IT assets need to be acquired and managed in order to contribute to effective IT service provision. These are: IT infrastructure, applications, information and people BU A BU B BU C “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 Design / Figure 3.6 The Service Portfolio – a Central Repository

  6. The Business Enterprise SKMS BU D IT Services BU A Env Data App BU B BU C Sys SW Sys HW DBMS Network Infrastructure Elements Service Design / Figure 3.6 The Service Portfolio – a Central Repository

  7. The Business Enterprise SKMS Service A BU D Service B Service C IT Services BU A Env Data App BU B BU C 1 2 1 2 1 2 1 2 1 2 2 1 Sys SW 3 4 Sys HW 3 DBMS Network 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. Service Design / Figure 3.6 The Service Portfolio – a Central Repository

  8. The Business Enterprise SKMS Service A BU D Service B Service C IT Services BU A Env Data App BU B BU C 1 2 1 2 1 2 1 2 1 2 2 1 Sys SW 3 4 Sys HW 3 DBMS Network 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. Service Design / Figure 3.6 The Service Portfolio – a Central Repository

  9. The Business Enterprise SKMS Service A BU D Service B Service C IT Services BU A Env Data App BU B BU C 1 2 1 2 1 2 1 2 1 2 2 1 Sys SW 3 4 Sys HW 3 DBMS Network 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. Service Design / Figure 3.6 The Service Portfolio – a Central Repository

  10. The Business Enterprise SKMS Service A BU D Service B Service C IT Services BU A Env Data App BU B BU C 1 2 1 2 1 2 1 2 1 2 2 1 Sys SW 3 4 Sys HW 3 DBMS Network 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. Service Design / Figure 3.6 The Service Portfolio – a Central Repository

  11. The Business Enterprise SKMS Service A Service A BU D Service B Service C IT Services BU A Env App Data BU B BU C 1 2 1 2 1 2 1 2 1 2 2 1 Sys SW 3 4 Sys HW 3 DBMS Network “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.” Service Design / Figure 3.6 The Service Portfolio – a Central Repository

  12. The Business Enterprise SKMS Service A Service A BU D Service B Service C IT Services BU A Env App Data BU B BU C 1 2 1 2 1 2 1 2 1 2 2 1 Sys SW 3 4 Sys HW 3 DBMS Network “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.” Service Design / Figure 3.6 The Service Portfolio – a Central Repository

  13. The Business Enterprise SKMS Service A Service A BU D Service B Service C IT Services BU A Env App Data BU B BU C 1 2 1 2 1 2 1 2 1 2 2 1 Sys SW 3 4 Sys HW 3 DBMS Network “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.” Service Design / Figure 3.6 The Service Portfolio – a Central Repository

  14. The Business Enterprise SKMS Service A Service A BU D Service B Service C IT Services BU A Env App Data BU B BU C 1 2 1 2 1 2 1 2 1 2 2 1 Sys SW 3 4 Sys HW 3 DBMS Network “Warranty ensures the utility of the service is available as needed with sufficient capacity, continuity and security.” Service Design / Figure 3.6 The Service Portfolio – a Central Repository

  15. The Business Enterprise SKMS Service A BU D SLA Service B Service C IT Services BU A Env App Data BU B BU C 1 2 1 2 1 2 1 2 1 2 2 1 Sys SW 3 4 Sys HW 3 DBMS Network SLA 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. SLA SLA Service Design / Figure 3.6 The Service Portfolio – a Central Repository

  16. The Business Enterprise SKMS Service A BU D SLA Service B Service C IT Services BU A Env App Data BU B BU C 1 2 1 2 1 2 1 2 1 2 2 1 Sys SW 3 4 Sys HW 3 DBMS Network SLA Business Units sign on for one or more service offerings according to the Terms specified in the SLAs. SLA SLA Service Design / Figure 3.6 The Service Portfolio – a Central Repository

  17. The Business Enterprise SKMS Service A 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. BU D SLA Service B Service C IT Services OLAs UCs C B BU A Env Data App Supporting Service A BU B BU C 1 2 1 2 1 2 1 2 1 2 2 1 Sys SW 3 4 Sys HW 3 DBMS Network SLA SLA SLA Support Teams Suppliers Service Design / Figure 3.6 The Service Portfolio – a Central Repository

  18. The Business Enterprise Service A BU D SLA Service B 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. Service C IT Services The Service Portfolio UCs OLAs C B BU A Env App Data Supporting Service A BU B BU C 1 2 1 2 1 2 1 2 1 2 2 1 Sys SW 3 4 Sys HW 3 DBMS Network SLA SLA SLA Support Teams Suppliers Service Design / Figure 3.6 The Service Portfolio – a Central Repository

  19. The Business Enterprise Service A BU D Service Status Requirements: Defined: Analyzed: Approved: Chartered: Designed Developed: Built: Test: Released: Operational Retired: SLA Service B Service C IT Services OLAs UCs C B BU A Env App Data Supporting Service A BU B BU C 1 2 1 2 1 2 1 2 1 2 2 1 Sys SW 3 4 Sys HW 3 DBMS Network SLA SLA SLA Support Teams Suppliers Service Design / Figure 3.6 The Service Portfolio – a Central Repository

  20. The Business Enterprise Service A BU D Service Pipeline The 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. SLA Service B Service C IT Services OLAs UCs C B BU A Env App Data Supporting Service A BU B BU C 1 2 1 2 1 2 1 2 1 2 2 1 Sys SW 3 4 Sys HW 3 DBMS Network SLA SLA SLA Support Teams Suppliers Service Design / Figure 3.6 The Service Portfolio – a Central Repository

  21. The Business Enterprise Service A BU D Business Service Catalogue Contains 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. SLA Service B Service C IT Services OLAs UCs C B BU A Env App Data Supporting Service A BU B BU C 1 2 1 2 1 2 1 2 1 2 2 1 Sys SW 3 4 Sys HW 3 DBMS Network SLA SLA SLA Support Teams Suppliers Service Design / Figure 3.6 The Service Portfolio – a Central Repository

  22. The Business Enterprise Service A BU D Technical Service Catalogue Contains 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. SLA Service B Service C IT Services OLAs UCs C B BU A Env App Data Supporting Service A BU B BU C 1 2 1 2 1 2 1 2 1 2 2 1 Sys SW 3 4 Sys HW 3 DBMS Network SLA SLA SLA Support Teams Suppliers Service Design / Figure 3.6 The Service Portfolio – a Central Repository

  23. The Business Enterprise Service A BU D Technical Service Catalogue Contains 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. SLA Service B Service C IT Services OLAs UCs C B BU A Env App Data Supporting Service A BU B BU C 1 2 1 2 1 2 1 2 1 2 2 1 Sys SW 3 4 Sys HW 3 DBMS Network SLA SLA SLA Support Teams Suppliers Service Design / Figure 3.6 The Service Portfolio – a Central Repository

  24. The Business Enterprise Service A BU D SLA Service B Service C Service Portfolio as part of SKMS IT Services OLAs UCs C B BU A Env App Data Supporting Service A BU B BU C 1 2 1 2 1 2 1 2 1 2 2 1 Sys SW 3 4 Sys HW 3 DBMS Network SLA SLA SLA Support Teams Suppliers Service Design / Figure 3.6 The Service Portfolio – a Central Repository

  25. Hendershott Consulting Inc Email: len.hendershott@rogers.com ITIL process site: hci-itil.com

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