Service Portfolio Management Policy (ISO/IEC 20000, ITIL) (Word DOCX)

BENEFITS OF THIS WORD DOCUMENT

1. Audits become routine, not events. The policy hardcodes ISO/IEC 20000 alignment, evidence & records (SPM-T01…T20), retention rules, KPIs, and mandatory training--so you can prove conformity on demand.
2. Crystal-clear governance in writing. A single, authoritative policy defines scope, decision rights, roles (SPO/SPMgr/SO/FIN/ARCH/CCM), and mandatory quality gates (G1–G4)--eliminating ambiguity and ensuring everyone follows the same rules.
3. Risk controlled from the top. Enforced segregation of duties, "catalogue only by controlled change," 48-hour catalogue sync, freshness checks (≤30 days), and ECAB/CAB emergency paths with retrospective evidence cut change sprawl and comp

ITIL WORD DESCRIPTION

This product (Service Portfolio Management Policy [ISO/IEC 20000, ITIL]) is a 7-page Word document, which you can download immediately upon purchase.

Product: Service Portfolio Management Policy [ISO/IEC 20000:2018, ITIL]

This product (Service Portfolio Management Policy [ISO/IEC 20000:2018, ITIL]) is a fully editable Word (DOCX) document, available for immediate download upon purchase. It's written to help you evidence alignment with ISO/IEC 20000-1:2018 (clauses 4–7, 8.1, 9, 10) and ITIL portfolio practice across Pipeline → Catalogue → Retired—right out of the box.

Looking for a ready-to-use policy that sets clear rules for how services enter, progress, and exit your portfolio—backed by quality gates, decision authority, and audit-ready records? This professionally authored template establishes a single "portfolio of record," enforces standardized criteria, and mandates traceable publish/retire actions, so every decision is fast, transparent, and provable.

Key Features

✔ ISO/IEC 20000 Alignment – Policy purpose, scope, controls, and evidence mapped to the SMS, covering planning, operation, performance evaluation, and improvement.

✔ Single Portfolio of Record – One authoritative register covering Pipeline → Live → Retired; supplier-run services must appear in the same record (shadow lists prohibited).

✔ Quality Gates (G1–G4) – G1: Approach approved; G2: Intake complete; G3: Assess & review; G4: Report/Audit/CI—each movement requires recorded evidence; emergency path via ECAB/CAB with 5-day retrospective documentation.

✔ Decision Traceability & Catalogue Sync – Every publish/retire action must link Review Minutes → Change/Release → Retirement/Comms; catalogue actions completed or scheduled within 48 hours of decision.

✔ Record Freshness Control – Live portfolio entries must be ≤30 days old or raised as exceptions with owner, due date, and escalation to the SPO if unresolved.

✔ Standardized Criteria – Uses approved Assessment Criteria & Weights (alignment, value, risk, cost of delay, effort/capacity), with transparent scoring, cited data sources, and sensitivity notes.

✔ Segregation of Duties & Assurance – Portfolio is operated by the SPMgr; internal audits are independent using a defined sampling minimum and CAR/CSI follow-through.

✔ Roles & Interfaces – Clear authority (SPO/SPMgr/SO/FIN/ARCH/CCM), change/release integration, supplier management linkage, and "catalogue only by controlled change."

✔ Evidence & Records Set – Minimum records (SPM-T01…T20) including Portfolio Register, Assessment/Screening, Review Minutes, Allocation Log, KPI Pack, Value Realisation, Retirement/Comms, CAR/CSI, Audit, and Management Review.

✔ Measures, Training & Retention – Policy-level KPIs (e.g., ≥95% decisions with full evidence; 100% catalogue updates via controlled change), mandatory training with pass/fail criteria, and defined retention (e.g., key records retained six years; quarterly restore tests).

Benefits

• Decide faster, prove compliance: gates, authority levels, and a complete decision trail turn reviews into swift, defensible outcomes—no scramble before audits.

• Eliminate shadow portfolios: one governed portfolio of record with enforced freshness, standardized criteria, and catalogue updates only via controlled change.

• Close the loop on improvement: KPI targets with reaction plans, independent audits, CAR/CSI, and Management Review keep conformance and performance moving up.

Who it's for

Service Portfolio Owners/Managers, CIO/IT leadership, Finance partners, Architects, Service Owners, Change/Catalogue Managers, and Compliance/Audit teams building an ISO/IEC 20000-aligned portfolio capability with ITIL practices.

Get a ready-to-use ISO/IEC 20000:2018 Service Portfolio Management Policy—ITIL-aligned, editable, and audit-ready—so you can govern investments, sync to the catalogue, and demonstrate control from day one.

Source: Best Practices in ITIL, ISO 20K Word: Service Portfolio Management Policy (ISO/IEC 20000, ITIL) Word (DOCX) Document, Ivana Nissen