Service Portfolio
The Service Portfolio provides the basis for establishing an effective and strategic Service Management in compliance with ITIL v3. The Service Portfolio is used to represent externally and internally provided services of an organization in a portfolio as a whole, based on the Ticket Management.
Individually definable service catalogs allow for consolidating several services, service transactions and service categories. A proper, individually definable and manageable life cycle can be assigned to each object within the Service Portfolio.
The service and the process are defined by using schemas, which is comparable to the approach for tickets. A service schema is used to define dynamic fields that are passed on to a service. During ticket creation configuration items (CIs) are then available as linkable objects via a transaction.
A service level package is used to deposit service level agreements (SLAs) as well as coverage, priority and escalation with the services for tickets to be created.
Furthermore, it is possible to define process roles for a process schema, which is a ticket schema that is adapted to the service portfolio. Within ITIL roles are used to define responsibilities, e.g. the Service Delivery Unit Manager (SDU Manager). Process roles contain tasks that can be disposed to several groups and users within the process schema.
Each service transaction is linked to exactly one process schema. A process schema can be assigned to several service transactions in turn.
The different service catalogs as well as their components are displayed well-arranged in a hierarchy. Several filter functions allow for selecting existing service catalogs and the elements contained in them, e.g. by means of parts of the name.
The Service Portfolio establishes a connection between process management and IT service management (ITSM) regarding a comprehensive business service management (BSM).
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