Service portfolio past present and future
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Service Portfolio Past, Present, and Future. Karen Van Dusen. “Remind me why we did this?”. Newish CIO needed: Personal understanding of breadth of what we offered To enable the discussion of complexity and dependencies, Joel’s “ecosystem” Both external and internal views.

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Service Portfolio Past, Present, and Future

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Service portfolio past present and future

Service Portfolio Past, Present, and Future

Karen Van Dusen


Remind me why we did this

“Remind me why we did this?”

  • Newish CIO needed:

    • Personal understanding of breadth of what we offered

    • To enable the discussion of complexity and dependencies, Joel’s “ecosystem”

  • Both external and internal views


What is a service

What is a “service?”

For our purposes…

An IT capability that is offered to the customer as a well-defined, “productized” consumable offering


What is a service1

What is a “service?”

  • Examples:

    • Email

    • Secure remote access to on-campus services (VPN)

    • Enterprise calendar

    • Campus-licensed software

    • [email protected] undergraduate education


Putting it all together

Putting it all together


Portfolio development approach

Portfolio development approach

  • Start with the services

  • For each service:

    • Identify external customer SLA attributes:

      • Description

      • Availability

      • Who can access

      • How to get help

      • Charge-to-customer

    • Identify service owner (“who would Joel/Carrie ask?”)

    • Identify dependent systems


What it looks like now

What it looks like now

  • Drill-down portfolio at:

    • https://www.cmu.edu/acs/planning/unsecured/service_portfolio/sample/index.html

  • We’ve built a couple of reports

    • https://www.cmu.edu/acs/planning/unsecured/service_portfolio/Service%20Portfolio%20View.pdf (note “our” version has owners)


Build it and they will come

Build it and they will come?

  • Content iteration challenge

  • OLAs and role engineering have real traction

  • Other current use cases:

    • New staff orientation

    • Front-line support reference (Help Center, Communications)

      Overall, low adoption rate


Build it and they will come not so much

Build it and they will come? … not so much

  • Other divisional commitments intervened

  • We can’t build a reasonable all-in-one visualization to show complexity/dependencies (Executive view)

  • Head of finance wants a cost modeler

  • Technologists perceive little use in a service portfolio without a CMDB

  • Excel -> Oracle/web frontend -> ??


All hope is not lost where we re going

All hope is not lost… where we’re going

  • OLAs and roles have the most traction

  • Ready to “inch toward” attention to operational services

  • Peer approaches to svc management are maturing

  • Stars are aligning to do a reset on our requirements for a service portfolio to complement our project portfolio


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