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

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

This product is a fully editable Word (DOCX) process with a supplemental ZIP (Process diagram (Visio)) available for immediate download upon purchase. It gives you a complete, audit-ready method to govern your service portfolio end-to-end—aligned to ISO/IEC 20000-1:2018 Clauses 4–7, 8.1, 9, and 10, and reflecting ITIL portfolio practices across Pipeline → Catalogue → Retired.

What it does

Establish a single, governed "portfolio of record," standardize intake and decision criteria, run evidence-based reviews, and drive controlled publish/retire actions—so every portfolio change is traceable to minutes, allocations, and catalogue updates.

Key Features

✔ Standards Alignment – Clause cross-reference shows exactly how the process meets ISO/IEC 20000 requirements, with evidence pointers to the records auditors expect.

✔ ITIL-Informed Lifecycle – Manages the full service lifecycle (Service Pipeline → Catalogue (Live) → Retired) with clear rules, interfaces, and a single source of truth.

✔ Four-Phase Workflow & Quality Gates – Managing the Approach → Capture & Baseline → Operate & Decide → Measure & Improve, with G1–G4 gates (e.g., 100% Charter completeness at G2; decisions evidenced and allocations traced at G3; KPI breaches raise CAR/CSI within 5 business days at G4).

✔ Decision SLAs & Controls – Built-in Decision SLA for catalogue instructions (≤48 hours post-review unless a release window applies) and record freshness control for Live items (≤30 days).

✔ Emergency Governance Path – ECAB/CAB route for urgent portfolio decisions with mandatory retrospective evidence within 5 business days, fully linked end-to-end.

✔ RACI, KPIs & CSFs – Clear accountability (SPO, SPMgr, SO, FIN, ARCH, CCM, SEC/PRIV), CSFs/KPIs with targets and reaction plans, and an independence-of-assurance model for internal audit.

✔ Audit-Ready Evidence Model – Records & retention table + "control objective ↔ required evidence" mapping make audits fast and predictable.

✔ Fully Editable Template Set – 20 templates (SPM-T01…T20) covering approach, criteria & weights, register, charter, scoring, screening, dashboards, exceptions, assessments, roadmap, minutes, KPI pack, allocations, CAR/CSI, MR, audit, value realization, and retirement/comms.

What's inside the supplemental ZIP

Implementation Toolkit: a ready-to-use library of the SPM-T01…T20 templates as editable files—covering the portfolio register (SPM-T03), screening log (SPM-T06), monitoring/exception logs (SPM-T07/T08), KPI pack (SPM-T13), allocation log (SPM-T14), CAR/CSI (SPM-T15/T16), MR minutes (SPM-T17), audit report (SPM-T18), value realization (SPM-T19), and retirement/comms pack (SPM-T20).

Process Diagram + Data Model Annex: a visual workflow plus Appendix A with the standard attribute dictionary, governance views (Pipeline/Live/Retired), and sampling rules.

Benefits

• Invest in the right services – Transparent scoring (incl. cost of delay), calibration, and scenario analysis focus spend where it matters.

• Cut cycle time without losing control – Decision SLAs and pre-defined gates keep momentum while preserving audit trails.

• End shadow portfolios – One authoritative portfolio of record; every publish/retire links back to review minutes, change, and catalogue evidence.

• Be always audit-ready – Clause mapping, records register, and an evidence matrix matched to each control objective.

• Drive measurable outcomes – CSF/KPI pack with thresholds, trends, reaction plans, and management review outputs.

Who it's for

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

What you'll govern—at a glance

• Intake & Baseline: Charter minimums enforced; dependencies and compliance flags captured.

• Operate & Decide: Shortlisting and evidence-based reviews with allocations, change/release linkage, and catalogue instructions.

• Assure & Improve: KPI reporting, internal audits, CAR/CSI, and Management Review to close the loop.

Ready to tailor in minutes: everything is delivered in Word and comes with the full template library so you can adapt quickly to your structure, thresholds, and governance cadence.