November 13, 2008

Service Catalogue

Posted in ITIL, Service Catalogue tagged at 5:36 pm by Molly

A database or structured document with information about all live IT services, including those available for deployment.  The Service Catalogue is the only part of the Service Portfolio published to the customer(s), and is used to support the sale and delivery of IT services.  The Service Catalogue includes information about deliverables, prices, contact points, ordering and request processes. [ITIL v3 – Glossary]

  • What does the customer require from the Service Catalogue?
  • what is available (definition)
  • when its available (availability)
  • how they access it (access)
  • timeframe around the service (service level)
  • success measures for the service (KPIs)

Let each IT group create their internal IT portfolio that lists specific IT services they offer, accompanying operation level agreements (OLAs) and available technology product devices.

MAKE IT DYNAMIC
Keep the information contained within the SC as up to date as possible, allocate each of the services to their IT Owner if appropriate, or otherwise have an administrator modify, create or retire this DB. It’s not going to be a static DB that in 6 months time you come back to for review, keep it alive!

WHAT DO YOU WANT FROM THE SERVICE CATALOGUE BEFORE YOU EVEN START PLANNING FOR IT?
You will want to know the following details:

Service Name
Unique Reference for the Service
Service Owner (IT owner, business owner and maybe financial owner)
Date Created
Date Purchased
Status
Relationships to other Services, other CIs (Config Items) or Assets (include link statuses & hierachy)
Monitoring status
Review date

You may want to link in agreements, contracts, diagrams, processes, procedures, policies, other artefacts for the Service

WHAT IS THE IMPACT YOU WANT TO HAVE AND HOW IT WILL BE USED?

Advertisements

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

%d bloggers like this: