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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.

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Service Portfolio Past, Present, and Future

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  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

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