Configuring service portfolios

A Service Portfolio is a container that is used for storing the following data:

  • Services
  • Tracking lifecycle of services
  • Tracking contracts associated with services
  • Tracking response and resolution targets associated with contracts
  • All other Service Level Management (SLM) and Service Catalog management activities

When a service portfolio is created, a number of built-in fields are created in the service portfolio items. You can modify the item settings to match your environment. However, use caution when changing the built-in field values as they may be used by the system for background processing.

Note

When you create a new container, by default, all the user roles in the container are assigned access to the out-of-the-box items.

The basic process for developing a service portfolio is:

  • Create the services. Identify the service attributes for each service. For example, you may have an IT service providing new desktop computers. One of the service parts might be the desktop computer. The attributes might be manufacturer, model, amount of RAM, size of hard drive, and so on. Attributes can also include images, such as a picture of the computer.
  • Create service categories. Define categories to create a hierarchy, creating subcategories to as many levels as you need to provide a useful structure. Users will drill down into the service categories until they find the services they want to view.
  • Create the contracts. Identify the contractual obligations in Contract items.
  • Create the service level targets and work targets. Define service level targets and work targets to support the contract terms.
  • Create Service Request templates. Customize the existing forms! or create Quick templates! for your services.
  • Assign user roles for your service portfolio. Assign user roles to determine which service categories can be seen by customers and, therefore, which services can be requested.

The following video (2:58) presentation provides an overview of Service Portfolios.

https://youtu.be/Yf8b3GVmE7E

To create a service portfolio

  1. Click the Administration tab.
  2. In the Service Portfolios section, click Create.
    The Create new dialog box appears.
  3. In the Container name field, enter a descriptive name for this portfolio.
  4. (Optional) To use an existing template:

    1. Select Create from Template.
      A file selection field appears.

    2. Click Browse and select an XML template file.

  5. Do either of the following:
    • To configure the service portfolio before publishing, click Create.
    • To publish the service portfolio now and configure it later, click Create and Publish.
    The Service Portfolio details page appears. Four definitions are created: Contract, Service, Service Level Target (SLT), and Work Target.
  6. (Optional) Add a description of this service portfolio:
    1. In the left pane, click Properties.
    2. In the Description field, enter a useful description.
  7. Modify the values in the following sections, using the information provided in the linked topics:
  8. Click Save.
  9. When you have finished configuring the service portfolio, publish it to implement your changes:
    1. In the breadcrumb trail, click the Service Portfolio link.
    2. Click Save and Publish.
      A confirmation message appears.
    3. Click Yes.

      The Publication Succeeded message appears, showing the number of errors and warnings.

Next steps

Assign user roles to access this new service portfolio.

Related topics

Editing service portfolios

Deleting service portfolios

Configuring SLM in a service portfolio

Configuring items

Getting started quickly for administrators

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