Category:Service Catalog Management

From IT frameworks

Contents 1 Introduction 2 Goals & Objectives 3 Terminology 4 Roles 5 Scope 6 Activities 7 Interfaces 8 Inputs/Outputs 8.1 Inputs 8.2 Outputs 9 Value to the Business 10 Implementation 11 Challenges to implementation 12 Flow Chart Model 13 Tips for exam 14 References and resources

Introduction

A key process in the Service Design life cycle phase. A Service Catalogue is a subset of the Service Portfolio.

Goals & Objectives

To maintain up to date accurate records and details of all operational services and those services the IT Organization can deliver today. To ensure consistency with Service Portfolio Management.

Terminology

• Technical Service Catalogue: The technical facing view of the Service Catalogue. Not available for customers.
• Business Service Catalogue: The Customer facing view of the Service Catalogue.
• Business Impact Analysis: An activity to identify Vital Business Functions and their dependencies.
• Vital Business Function: Processes, functions or activities critical to the business.
• Chartered: Once a service has been chartered (in development) and transitioned (Change Management), Service Design will produce the specifications and the service may enter the Catalogue.

Roles

• Service Catalogue Manager: Responsible for maintaining an accurate Service Catalogue. The Service Catalogue must also be consistent with the Service Portfolio.

Scope

The activities in the Service Catalogue Management process should include:

• Maintaining accurate records, details and dependencies for live environments as necessary to be aligned with business

Activities

• Accurately defining the services and their dependencies and details.
• Communicating with Service Portfolio Management.
• Interfacing with IT Service Continuity Management.
• Interfacing with Configuration Management Database
• Interfacing with Supplier Management to ensure accurate services.

Interfaces

• CMS
• Service Portfolio Management
• Supplier Management
• Service Level Management

Inputs/Outputs

Inputs

• Updated services or their dependencies,
• Business Impact Analysis
• IT Service Continuity Management

Outputs

• An up to date Service Catalogue
• Defined value to other processes extracting knowledge from the Service Catalogue

Value to the Business

• An accurate view of the services, their dependencies and other necessary details for provided services.
• A valuable tool for implementing Business Impact Analysis

Implementation

• Production of a system providing information over supplied services by the provider.
• Triggered by Service Portfolio Management
• Required by IT Service Continuity Management

Challenges to implementation

Flow Chart Model

Tips for exam

• A Service Catalogue only provides details on all live operational services and those services the provider can presently deliver.
• Customer facing view / Business Service Catalogue
• Technical facing view / Technical Service Catalogue
• Subset of Service Portfolio Management

NB:

• The Service Portfolio is designed by Service Design.
• The Service Portfolio is owned and managed by Service Strategy
• The Service Catalogue is a subset of the Service Portfolio
• The Service Catalogue is designed by Service Design
• The Service Catalogue is owned and managed by Service Design (Service Catalogue Management process)

References and resources

Service Design, OGC