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The Service Portfolio is described in the ITIL books Service Strategy and Service Design. [1] The Service Portfolio is the core repository for all information for all services in an organization. Each service is listed along with its current status and history. The main descriptor in the Service Portfolio is the Service Design Package (SDP). [2]
ITIL 4 consists of 34 practices grouped into 3 categories: General management practices: some examples are: Strategy management, Portfolio management, Architecture management and Risk management; Service management practices: examples are: Service-level management, Availability management and Capacity and performance management
In the ITIL model, a 'Service' is defined as, "A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks." [ 2 ] The meaning is thus highly business-focused and assumes some degree of outsourcing , although this may just be outsourcing from within the functional ...
A service desk is a primary IT function within the discipline of IT service management (ITSM) as defined by ITIL. It is intended to provide a Single Point of Contact (SPOC) to meet the communication needs of both users and IT staff, [7] and also to satisfy both Customer and IT Provider objectives.
The ITIL version 2 Business Perspective [10] and Application Management [11] volumes and the ITIL v3 Service Strategy volume also cover it in depth. Various vendors have offerings explicitly branded as "IT Portfolio Management" solutions. ISACA's Val IT framework is perhaps the first attempt at standardization of IT portfolio management principles.
Axelos, the current owners of ITIL have published several white papers on SIAM. In an organisational ecosystem using processes based on ITIL, SIAM capabilities are needed to align processes across service providers. ITIL is less applicable in situations where SIAM is being applied to non-IT services.
The risk management strategy depends on the situation as is displayed in Figure 7. When all the situational factor values are determined it is possible to determine the overall complexity and uncertainty of the service. These two factors can be used by the manager for the Design of the service delivery strategy.
The Service Automation Framework (SAF) is a set of best practices for the automated delivery of services. The concept builds further on the self-service practices of ITIL and IT Service Management. In its current form, the SAF is published as in a series of volumes, covering different processes of service automation. [1]
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