Join David Pultorak for an in-depth discussion in this video Service portfolio, part of Putting ITILĀ® Into Practice: Applying ITILĀ® Foundation Concepts.
- [Narrator] Your Service Portfolio is your existing catalog of production services: Your Service Catalog, plus your pipeline of new and changing services and also your retired services, those that you have decommissioned. Key questions for the Service Portfolio are: Do we have a Service Portfolio? If so, are we managing it well? In other words, how good are we at choosing the right services to add, change, and retire in priority order with quality and quick time to value as driven by our strategy.
Let's have a quick look at how to apply this using the fourth way: improving moments of truth. Here's how: Make a list of the key interactions or moments of truth where decisions about what services get added, changed or retired are made. Take some notes, how do those interactions go? How is the setting for action? Is it conducive? For example, it may be that you have an issue with services kind of hanging out there forever while you continue to patch them and so on because reviewing which services to retire, when, isn't on the standard agenda. That's something you can fix.
Or it may be this Service Portfolio process is conducted using a document that's shoveled around, and you are running into version control problems, that is something you can fix by putting it online in the shared version control document. So, pick the highest value set of actions and go for it.
Author
Released
2/23/2018Instructor David Pultorak covers services and service management; the service management lifecycle; service management terminology, principles, and models; service management processes; ITIL functions and roles; and the technology that can help you scale, automate, monitor, and optimize your services. In each chapter, he provides tips for moving concepts into practice. He helps you think through dos and don'ts, and provides valuable references and resources for learning more.
- Discover ways to empower and enlighten people into applying the ITIL foundation concepts.
- Differentiate ways to root out variation and dependency.
- Break down the components of services and service management.
- Recognize relevant real-world service management processes.
- Identify service management terminology and architecture.
- Define value perception and stakeholder relations.
- Examine how to apply ITIL roles such as RACI and service owner.
Skill Level Intermediate
Duration
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Introduction
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Welcome47s
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1. ITIL Foundation Concepts
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The service lifecycle1m 5s
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2. Seven Ways to Apply ITIL Foundation Concepts
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Enact and enable outcomes8m 26s
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Enlighten and empower people3m 32s
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Improve moments of truth3m 10s
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Lower transaction costs2m 23s
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3. Apply: Real-World Examples
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Service management lifecycle1m 31s
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Service management processes1m 26s
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Service management functions1m 31s
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Service management roles1m 23s
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4. Apply: Services and Service Management
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Services and stakeholders1m 39s
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Service assets1m 5s
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Service parts1m 24s
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Service portfolio1m 18s
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Service catalog1m 12s
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Utility and warranty = Value1m 19s
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SLAs, OLAs, and UCs1m 43s
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5. Apply: Service Management Lifecycle Concepts
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Service strategy1m 35s
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Service design1m 12s
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Service transition1m 22s
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Service operation1m 16s
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6. Apply: Service Management Terminology and Key Principles and Models
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A hunting we shall go1m 7s
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Do something with it1m 6s
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Where does it hurt?1m 2s
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CSI approach53s
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CSFs and KPIs1m 8s
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Baselines52s
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7. Apply ITIL Foundation Processes
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Service strategy43s
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Service design48s
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Service operation1m 18s
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CSI approach1m 16s
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8. Apply ITIL Foundation Functions
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Service desk58s
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Technical management1m 2s
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IT operations management1m 18s
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Application management1m 5s
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9. Apply ITIL Roles
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Service management roles2m 21s
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Service owner42s
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RACI: Consulted and informed1m 16s
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10. Apply Service Management Technology and Architecture
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Tooling1m 7s
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Conclusion
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Next steps55s
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Additional resources2m 24s
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Video: Service portfolio