1 / 10

Service Portfolio Past, Present, and Future

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.

edena
Download Presentation

Service Portfolio Past, Present, and Future

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Service Portfolio Past, Present, and Future Karen Van Dusen

  2. “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

  3. What is a “service?” For our purposes… An IT capability that is offered to the customer as a well-defined, “productized” consumable offering

  4. What is a “service?” • Examples: • Email • Secure remote access to on-campus services (VPN) • Enterprise calendar • Campus-licensed software • Computing@CM undergraduate education

  5. Putting it all together

  6. 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

  7. 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)

  8. 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

  9. 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 -> ??

  10. 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

More Related