Gartner Research

What a Business-Centric IT Service Portfolio Is (and What It Is Not)

Published: 19 May 2022


Defining a business-centric IT service portfolio is key to adopting a service-optimizing I&T operating model. However, midsize enterprise CIOs often struggle to understand what it is and confuse IT services with processes or catalogs. This research clarifies what an IT service portfolio is.

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Key Findings
  • The IT service portfolio forms the cornerstone of the service-optimizing I&T operating model.

  • A service portfolio describes IT’s services and value propositions to achieve intended goals, such as efficiency, enhancement or growth.

  • Many IT organizations do not know what services are, confusing them with processes and catalogs.


Midsize enterprise CIOs building their service portfolios must:

  • Confirm that the service-optimizing model is the desired target model by clarifying the role that IT seeks to play in the enterprise’s strategy.

  • Define a business-centric IT service portfolio by describing business benefits and outcomes through the eyes of the business leaders who consume the services.

  • Avoid falling

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Roger Caleya

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