As part of the WashU IT Operating Model Program, this project aims to define service portfolios and their respective owners, implement a comprehensive list of IT services, and identify the service owners. This project will lead to streamlined reporting, enhancing governance.
We will succeed when our project delivers a service portfolio foundation that connects IT with mission outcomes, communicates the value of IT services, and focuses on what to optimize.
Services are defined and delivered with the customer’s point of view in mind and should be results-driven.
What is an IT service portfolio?
A service portfolio is a logically grouped map of services designed to articulate purpose and value aligned with the business goals and mission.
The process of defining and documenting the service portfolios will help ensure that the services are aligned with the university’s goals and mission.
Project Information
The IT Service Portfolio Project will define a set of services and portfolios, and identify and train portfolio and service owners. This will enable robust reporting on overall service health, including incidents, knowledge, changes, assets, spending, and other key metrics.
- Define service portfolios
- Define IT services in those portfolios
- Identify portfolio and service owners
- Educate and inform WashU IT staff about the services and portfolios
Service
ITIL Definition: A service is defined as a means of enabling value co-creation by facilitating outcomes customers want to achieve without the customer having to manage specific costs and risks.
In other words, a service is a consistent output and outcome that is delivered to an end user.
Service Owner
ITIL Definition: A service owner is a role that is accountable for the delivery of a specific service.
In other words, a service owner is a role that is accountable for the lifecycle of a service.
Service Component
A service component is anything that contributes to the delivery of a service. Most services comprise multiple components, which can take various forms.
For example, these are service components:
- a catalog item for requesting access to one of the products in a service
- a vendor support contract
- a collaboration between two teams to deliver a service
Service Portfolio
ITIL Definition: A logically grouped map of services designed to articulate purpose and value aligned with the business goals and mission.
Portfolio Owner
ITIL Definition: A portfolio owner defines the portfolio strategy, monitors and evaluates portfolio achievements, such as return on investment, obtains relevant approvals for the portfolio strategy and implementation plan, and secures the funding for the portfolio.
In other words, a portfolio owner is a senior leader accountable for the oversight of services in a portfolio.
Service Lifecycle
ITIL Definition: The service lifecycle is represented by the Service Value System – a dynamic framework that enables us to co-create value through flexible, iterative activities rather than a fixed sequence of stages. Services in a portfolio, however, follow a lifecycle that includes inception, in development, live updates, and eventual retirement, and are often managed with a roadmap and ownership.
In other words, a service lifecycle is the phases of a service from inception to retirement.
Value Statement
The value statement of a service describes how the service enables desired outcomes for customers by delivering benefits, reducing risks, and optimizing costs. Value is defined as the perceived benefits, usefulness, and importance of something. In the context of a service, it reflects how the service helps customers achieve their objectives while minimizing constraints and maximizing positive results.
Resources
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Understanding Key Terms Video