Ian M. Clayton
Most important artifacts required by a service management initiative
A ‘service portfolio’ is a collection of services managed as an investment by a service provider organization to maximize the total beneficial value derived from its use of resources. The portfolio targets a market segment, customer or customer community and is goal or results-driven.
A description in language, understandable by each audience it targets, of the current and planned service offerings.
Each catalog item has a model service contract describing the basic, default levels of service available for each item.
The catalog acts as the primary means by which the service provider organization documents and internally references the scope of their current and planned customer service responsibilities.
The Service Catalog is the primary marketing tool for the service organization.
