Service Catalogue Management and ITIL V3
The Service Catalog
To enable the service provider and the customer to clearly understand the services available and being delivered
Service Catalog Management interfaces with and depends on the activities of:
Service Portfolio Management
Service Level Management
Service Asset and Configuration Management
Business Relationship Management
Demand Management
Knowledge Management
Service Strategy
Value of Service Portfolio
The Service Portfolio allows the business to make the best decisions related to investments.
The Service Portfolio enables the customer to understand what will be delivered in a service, and under what conditions.
The Service Portfolio is the first step in realizing the benefits of a service, optimizing the risks associated with the service, and optimizing the resources allocated to the service throughout the entire service lifecycle.
Service Portfolio
Terminology (1)
Service Models
A service model is a list or diagram of essential items required to deliver a service. The service model will show how these items are used and how they are related to each other.
A service model will logically demonstrate how service assets interact with customer assets to create value. Service models show:
Structure of a service -physical attributes
Dynamics of a service -activities, flow of information
Service Strategy
Customers, Services, and Service Assets
Customer Satisfaction
Service Strategy
Identifying and Forecasting Demand
Service Design
Activities of Service Level Management
Terminology (1)
Terminology (2)
SLA Life Cycle
Create Service Catalogue
Discuss Service Level Requirements with customer
Map against Service Catalogue
Sign Service Level Agreement
Ongoing (frequent) review of achievements
Appendices (where appropriate)
Review and renew SLA
Service Transition
Service Configuration
Tracking Activities
In addition to configuration information and attributes, the configuration management system will also track activities related to the configuration items it manages, including:
Incidents
Problems
Changes
Known Errors
Changes
Releases
Service Transition
Service Portfolio
Service Design
Service Catalogue Management
GOAL:
To ensure that a Service Catalogue is produced,
maintained and contains accurate information on all
operational services and those ready for deployment.
Scope
The scope of the Service Management process is to provide and maintain accurate information on all services that are being transitioned or have been transitioned to the live environment.
Service Catalogue
The Service Catalogue has two aspects:
The Service Catalogue
Key Activities
Inputs & Outputs
Input sources of information relevant to the Service Catalogue Management process
Output new services, changes to existing services or services being retired
Information Management
The key information is that contained within the Service Catalogue. The main input for this information comes from the Service Portfolio and the business via either the Business Relationship Management (BRM) or Service Level Management (SLM) processes.
All information needs to be verified for accuracy and must be maintained using the Change Management process
Value to the Business
The Service Catalogue:
Provides a central source of information
Ensures all areas of the business can view an accurate, consistent picture of all IT services, their details and status
Contains customer-facing view of IT services in use, how they are intended to be used, business processes they enable and quality of service to be expected.
CSF’ s
The Critical Success Factors (CFS’ s) for the Service Catalogue Management process are:
An accurate Service Catalogue
Business user’ s awareness of the services being provided
IT staff awarenes of the technology supporting the services
KPI’ s
# of services recorded and managed within the Service Catalogue as a % of those being delivered and transitioned in the live environment.
# of variances detected between the information contained within the Service Catalogue and the òreal world’ situation.
Business users’ awareness of the services being provided, i.e. percentage increase in completeness of the Business Service Catalogue against operational services.
Challenges
Maintaining accurate Service Catalogue as part of a Service Portfolio.
Incorporating both the Business Service Catalogue and Technical Service Catalogue as part of the overall CMS and SKMS.
In order to achieve this, the culture of the organization needs
to accept that the Catalogue and Portfolio are essential
sources of information that everyone within the IT organization
needs to use and help maintain.
Risks