Based on the needs analysis and the outcome of the capability assessment, the organization should define and maintain a service portfolio document. The service portfolio document should list all possible services which the organization can offer, either as standard or as an optional service, to its customers. The service portfolio document should list the following:
The organization should have a process which manages service requests which are not listed in its service portfolio document. This process should, at a minimum, meet the requirement of the capability assessment as mentioned in section 10.2. to ensure that no service is committed to for which the organization does not have the capability to deliver on its commitments.