By Flemming Kjæsdam
The whitepaper “ Building a Service Portfolio ” made in collaboration between NNIT , itSMF Denmark and AXELOS ” was released and distributed during the itSMF Denmark conference end of October . It has since been downloaded from the AXELOS website in substantial numbers with very positive feedback on the social medias .
The story behind the NNIT Service Portfolio is all about the considerations , challenges and concrete activities in the context of establishing a full view of all services provided .
The story is told by Senior Process Manager Nelli Serifovski , NNIT , who has been part of the journey since the very beginning , and Niels Skytte from the itSMF Denmark publications committee and a former employee of NNIT .
Up to 1999 NNIT was known as Novo Nordisk IT , and internal IT department delivering services to one customer , Novo Nordisk . In 1999 the department was established as an independent company with the possibility to deliver services to other , external customers . Since this beginning the company has grown as new customers , new services and new organizations have been added . 2009 management of the NNIT service organization realized that there was a need to get a full picture of all services delivered . This was the starting point of the establishment of a Service Portfolio . Key words were scalability , standardization and ownership . At the same time the focus should be moved from technology to services .
“ At NNIT we chose to collect all services in one Service Portfolio and then define which of these services should be presented to our customers in a Service Catalog . You need to know what you ’ ve got on the shelf and what the cost of producing a specific item is in order to figure out the right price of the service ”, is the explanation from Nelli Serifovski on why it ’ s important to be in control of the Service Portfolio .
She uses the analogy of a restaurant . The Service Catalog is the menu of the restaurant showing what it has to offer to the customers . The kitchen is the Service Portfolio . It ’ s here the planning and purchase of the raw material takes place . It ’ s here the cooking and resourcing of chefs takes place . And the management of orders from the guests and delivery of the dishes is also done from here .
Norway In the spring of 2015 Nelli was a speaker and the Norwegian itSMF conference . This was her first itSMF
32 itSMFI Forum Focus — December 2016