itSMFI 2016 Forum Focus - December Forum Focus ITSMFIV3 | Page 33

appearance. She was told that it would be a good idea to
warm up the audience via a few questions. “How many have
implemented a Service Catalog?” An army of hands were
raised. “How many have implemented a Service Portfolio?”
Approximately half of the audience raised their hands. “How
many know the difference between a Service Catalog and a
Service Portfolio?” Only a few raised their hands. “There was,
amongst others, David Canon, the author of the ITIL Service
Strategy book,” were the words from Nelli Serifovski.
“Our Service Portfolio has given us the total
overview, which we missed back in 2009. We know our
services, their pricing and not the least their
development. The Service Catalog, which supports the
business of our customers, is created by combining a
number of services from the portfolio”.
A Service Portfolio gives the CIO the holistic view of the
delivered services in relation to resources and costs.
The CIO and the Service Manager are responsible for
I was at this point in time she realized that there was a need both the “restaurant” and the “kitchen”. Quite some
to communicate the journey of NNIT. Why it’s important to CIO’s are in control of the “restaurant”, but fewer are
be in control of the Service Portfolio and how to implement in control of the “kitchen” according to Nelli Serifovski.
it. ITIL tells you what needs to be done, but not how to do it.
After the Norwegian presentation she was approached by Today NNIT is operating five datacenters. Two in
Stuart Rance, who said that someone should write a Denmark, one in the Czech republic, one in China and
whitepaper on this topic. If she didn’t write it he would. one in the Philippines.
Hereby the idea was born.
Building
a
When NNIT back in 2009 made the decision to See it here
implement a Service Portfolio there were approximately 500
employees. Today there are approximately 1500 employees
located at 5 centers around the globe with approximately 60
business services in the Service Catalog and a number of
Service Packages offered to the customers.
Four tracks
The journey of NNIT establishing a Service Portfolio was done
via four tracks:




Design of the frames
Definition of the services
Processes, roles and responsibilities
Organizational Change Management of the
introduction of a new common “service language”
The published whitepaper describes how each track was
implemented and the benefits the work on the Service
Portfolio have created for the organization.
Nelli Serifovski: ”Back in 2009 we didn’t really have any
standards. We did have standards in relation to Novo
Nordisk, but these couldn’t be used towards customers
outside of the pharmaceutical sector. As a consequence
many of the new agreements where made from scratch.
Without standard descriptions as a starting point this created
a big variance in our service agreements. Another challenge
was scalability. AT IKEA you can buy beds-to-grow, which can
be stretched as the child grows avoiding buying a new bed.
By standardizing the services in our Service Portfolio we
aimed at creating a business which could be stretched as the
company grew. The art is to support growth building on the
combination of new and existing standard services.
33 itSMFI Forum Focus—December 2016
service
portfolio
Case
Study