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Service Portfolio / Service Level Management
Valuemation Service Portfolio / Service Level Management functionality provides a complete set of tools for administration of IT Services. Service Portfolio Manager focuses on designing the structure of services and the creation of a Service Portfolio. Service Level Manager works with actual services created on the basis of Service Templates designed at the Service Portfolio stage, including the administration of Service Level Agreements and links to Valuemation Service Request and Contract functionality.
Pricing Model and Price Conditions
Pricing Model defines the price of a service on the basis of existing service options. It specifies the accounting period, currency and mainly Price conditions, that is how much is paid for one 'unit' of service depending on the amount of service ordered.
Operational Level Agreement (OLA)
An Operational Level Agreement (OLA) defines the interdependent relationships in support of a Service Level Agreement (SLA). The agreement describes the responsibilities of each internal support group toward other support groups, including the process and timeframe for delivery of their services. The objective of the OLA is to present a clear, concise and measurable description of the service provider's internal support relationships.
Service records of Service Class 'OLA - Service Component' are services provided within the Service Provider company in support of the final 'SLA - Business Service' delivery. Service parameters of such services represent OLA parameters which should be stipulated in OLA documents.
Service Attributes
Service Attributes can be used to categorize Service Parameter Types. In standard Valuemation, the following Service Attributes are defined:
- Service Consumer Benefits
- Service-specific Functional Parameters
- Service Delivery Point
- Service Consumer Count
- Service Delivery Readiness Time
- Service Support Times
- Service Support Languages
- Services Fulfillment Target
- Service Impairment Duration
- Service Delivering Duration
- Service Delivery Unit
- Service Delivering Price
Service Catalog
In ITIL terminology, Service Catalog is a database or structured document with information about all IT services which are available for deployment. Service Catalog is the only part of the service portfolio published to the customers and is used to support the sale and delivery of IT services.
In Valuemation environment, Service Catalog shows all Service Blueprints which are available for instantiation (Status=”Approved”). Furthermore, their Service Class must contain the word 'Business', so that only services offered to customers are listed. The 'Service Catalog (Blueprints)' catalog can be opened from the 'Services' and 'Service Model' sections of the Service Level Manager sidebar.
Service Class
Services Classes are used to classify Service Types. In standard Valuemation, the following Service Classes are defined:
- Business Service
- Service Component
- External Service
- Service Asset
Third party Services are identified through their classification as External Service.
Service Domains
Service Domains can be used to classify Services according to their domains. Hierarchies of Service Domains can be created.
Service Instance (Service Record)
Actual services offered to the customers are created as so called Service Instances. These Services Instances are generated from Service Templates which define the hierarchy of related services and other common service attributes. Attribute values of the Service Instance copied from the Service Template can be further modified.
The creation of Service Instances out of a Service Template is referred to as 'instantiating' the template.
Service Level Agreement (SLA)
A service-level agreement (SLA) is a contract (or part of the contract) between a service provider and a customer that specifies in measurable terms the key characteristics of the service to be provided. In Valuemation, Service Level Agreements are covered by the 'Service Agreement' object type.
Service Options and Option Groups
Service Options represent quality variants of the service (e.g. Bronze, Silver, Gold). Service options are assigned to Service Parameters. A service blueprint usually contains a collection of service parameters which defines the set of service options available for the service.
Service Option Groups are used to group Service Options.
Service Parameters and Parameter Types
Service Parameters define the technical aspects of individual service options. The type of information specified by a service parameter depends on the Service Parameter Type, for instance a 'Bandwidth' service parameter will, among other things, specify the value and measure unit of the service bandwidth and the promised degree of fulfillment.
Service Parameter Types are used to classify Service Parameters. Examples of Service Parameter Types could be 'Bandwidth', 'Mail Quota', Availability' or 'Response Time'.
Service Portfolio
Service Portfolio represents a complete list of services managed by a service provider; some of these services are visible to the customers, while others may not. It contains present contractual commitments as well as new service offerings. It also includes third-party services which are an integral part of service offerings to customers.
Service Template
Service Blueprint are templates for Services Instances. They are used to define the hierarchy of related services. Actual services are then created by "instantiating" a service blueprint. These instantiated services are referred to as "Service Instances".
Service Types
Service Types are used to group Services. Examples of conceivable service types could include 'User Assistance', 'Business Process Support', 'Database Services', etc.
Underpinning Contract (UC)
Underpinning Contract (UC) is a contract between an IT service provider and a third party. The third party provides supporting services that enable the service provider to deliver a service to a customer.
In Valuemation, service records of Service Class 'UC - External Service' are services provided at the 'Service Components' level by external service providers. Service Parameters of such services represent UC parameters which should be stipulated in UC documents.