Service offerings in Service Portfolio Management
Summarize
Summary of Service offerings in Service Portfolio Management
Service offerings in Service Portfolio Management refine parent services to meet specific business needs and define performance levels. They represent different levels of service for the same underlying service, such as standard and executive desktop support offerings. Each service offering must be defined before the service can progress to the Catalog phase, as offerings are where Service Level Agreements (SLAs) and performance metrics are established and tracked.
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Key Features
- Service Offering Types: Includes business service offerings and technical service offerings. Technical service offerings relate to business services but are excluded from performance metric models.
- SLAs and Commitments: Offerings include commitments that define availability guarantees, scope, and pricing details, enabling precise tracking of service performance.
- Pricing Models: Each service offering can have its own pricing model and price unit, which supports accurate catalog item creation and billing.
- Subscriptions: Users, groups, companies, locations, and departments can subscribe to service offerings, allowing organizations to manage subscriber counts and access.
- Re-parenting Offerings: You can change a service offering’s parent service type between business and technical services with specific constraints, such as ensuring metric weights are zero and the parent service phase allows changes.
- Multi-team Support: Multiple teams can be assigned to support a single service offering, facilitating shared responsibility for service delivery.
- Catalog Integration: Service owners and subscribers can create or relate catalog items to service offerings regardless of the offering’s phase or status, simplifying service consumption.
Key Outcomes
- Enables precise tailoring of services to meet varying business requirements and performance expectations.
- Supports comprehensive SLA management and real-time performance tracking to improve service delivery transparency.
- Facilitates flexible pricing and subscription management, aiding financial control and user access governance.
- Improves operational coordination by allowing multiple support teams to manage offerings collaboratively.
- Provides seamless integration with the Service Catalog, enhancing service request and fulfillment processes.
- Ensures correct service data integrity when modifying service offering relationships through re-parenting controls.
A service offering derives from a service, refining the parent service to a specific business need and performance level.
Service offerings and commitments
Offering records define different levels of performance for an existing service. For example, you might offer two levels of desktop support in your organization. You can offer a standard offering for upgrades and virus protection and an executive offering that also includes availability guarantee.
Create a complete set of service offerings defined by commitments that define the specifics of the offering. Each service must have at least one defined offering to move to the Catalog phase. This is because service offerings are where you define Service Level Agreements (SLAs) and where metrics are collated.
For detailed information about SLAs, including SLA definitions and results, refer to Service Level Management.
Service offering pricing
Each service offering may have a pricing model and a price unit. Use this pricing data towards creating catalog items.
Service offering subscriptions
You can subscribe different entities to a service offering. This data is then used to determine the total subscriber count on the offering form.
Technical service offerings
Technical service offerings can be shown as inherited relationships to business services and offerings. They are not included in metric models and do not use the weighting model.
Re-parenting service offering types
- When you change the offering parent from a business service to a technical service you will receive a message alerting you that performance scoring is not available with technical service offerings.
- When you re-parent from one service type to another, existing weighting rules will apply.
- If you try to re-parent and the parent service is in Catalog phase with only one offering, you will receive a message that you cannot make this change.
- If the metric weight on the parent service is >0, you will receive a message alerting you to adjust the data before re-parenting the offering. You cannot re-parent the offering to a different service type until the weight for the offering on the former service type is set to zero.