Service Portfolio Management (SPM) provides the foundation for defining the services provided by the IT group and making this information available to the business. The resulting Service Catalog is an essential element of ITILTM or any process-based IT transformation initiative.
Phinza's IT Service Catalog offers a way to document
and publish the portfolio of available services (including hardware and software configurations),
standardize service deliverables, establish service
level expectations, and market service offerings to internal customers. The Service Catalog is the
first step for IT operations to become more customer-focused and service-driven, and is the
cornerstone of Service Portfolio Management.
The need for Service Portfolio Management becomes obvious when you consider that most IT
operations are perceived to be a cost-center, rather than a strategic business partner that
delivers value to the business.
In fact, almost 50% of CFOs reported poor alignment between IT and business needs and the
same percentage of employees noted dissatisfaction with the quality and responsiveness of IT
Service delivery.
Phinza's Service Portfolio Management helps align IT with the business by documenting a
catalog of standardized IT services, along with their standard supported architectures,
and contracts with internal and external service providers.
- Defines Business Services and provides the ability to associate and monitor Service Level Targets. Conformance reporting to these SLAs and OLAs ensures the service is reviewed effectively and is often used as the trigger for service improvement.
- Impact Navigator understands all the interdependencies associated with complex business needs and easily maps out systems, suppliers, user roles, inventory and business services.
- Phinza's Footprints technology provides workflows that automate the process workflow for ordering and delivering IT services, including task definition and dissemination of reports on service quality and costs.
- Approval Management can be included within any Phinza workflow, including requests to purchase and change requests. Within Change Management approval strategies can be automatically associated or manually added with automatic notifications to appropriate parties.
- Quotation Management includes supplier management and the complete quotation process from canvas to through to quotation acceptance.
- Procurement includes supplier management and the purchasing process from quotation to goods receipts, whether through structured warehousing or distributed receipts. Goods receipt functionality provides the ability to receipt to multiple locations either manually or automatically. Purchase order, warranty and associated service requests are updated upon receipt.
- Moves Adds and Changes (MACs). Moves (A physical change of equipment location), Adds (the installation of new equipment) and Changes (There are three type of changes; physical modifications, logical upgrades and logical modifications). In addition these may involve cabling, voice or data related work.
- Installation provides the ability to assess, filter, approve and schedule installations of differing categories. Approval can be based on varying strategies with impact navigation of the CMDB ensuring all impacted parties are either informed or approve. Tasks or new installations can be associated an existing change requests to assist in planning.
- By defining and recording the relationship between configuration items (from business functions to data center and building infrastructure), and integrating seamlessly with service, catalog, and asset management processes, Phinza leverages and extends ITILTM guidelines.
