Service Management Best Practices

Overview

The term “Service Portfolio” is used loosely in many organizations to mean different things: sometimes the catalog, sometimes a list of technology assets, sometimes a high-level description of service areas. Without a precise definition, portfolio management discussions become confused because participants are referring to different things using the same term. Effective portfolio management requires a shared, precise understanding of what the portfolio is and what it contains.

Best Practice

Define the Service Portfolio as the complete, authoritative record of all services the organization manages — including services in the pipeline (Proposed), services in active delivery (Active), services being phased out (Deprecated), and services that have been retired. The portfolio is not the same as the catalog. The catalog is the customer-facing subset of the portfolio containing only Active services. The portfolio is the complete strategic record of the organization’s service landscape across all lifecycle stages.

Benefit(s)

A precisely defined Service Portfolio gives the organization a complete, authoritative view of its service landscape. Leaders can see not only what is available today but what is coming, what is going away, and what has existed in the past. Investment decisions are made with full visibility into the service lifecycle context. Portfolio reviews are grounded in a shared understanding of what the portfolio contains and what it means, enabling more productive strategic conversations.