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