Service Catalogue Manager
From IT frameworks
Contents |
Job Description for the position of Service Catalog Manager
Service Catalog Management is a discipline in IT service management.
The role of Service Catalog Manager is to ensure the goals of the Service Catalog Management process are achieved. The main goal is to provide a single source of consistent information on all operational services. The Service Catalog must be maintained and reflect details, dependencies, status of all operational services and those services being prepared to run in Service Operations.
The job
The Service Catalog Manager is a position within the scope of Service Catalog Management ITILv3 process. A healthy Service Catalog should reflect all necessary details to all live IT services and those services being transitioned for live operational use.
This document provides a good description of the position but is not complete for every organization. Adjust as necessary.
Position
- Immediate seniors are Service Design Manager and Service Level Manager.
- Immediate juniors are the Service Design staff triggering the Service Catalog Management process.
- "Users" are all users of internal and external IT services.
- "Customers" are users of IT services internally in the organization and external paying customers that use the companies IT Services.
- "Suppliers" are parties defined by Service Design Supplier Management key process for each IT Service.
Production
Key Performance Indicators (KPIs)
- Show me the Service Catalog (Business)
- Show me the Service Catalog (Technical)
- Incidents expected when Service x goes down
- Spot check audits for real-life services on offer
- The number of services recorded and managed within the Service Catalog as a percentage of those being delivered and transitioned in the live environment.
- The number of variances detected between the information contained within the Service Catalog and the "real-world" situation.
- Population of the Service Catalog compared to real-life situation
- Number of bypasses of the process
- Number of Services and their dependencies
- Use of Service Catalog by other processes and life cycle stages e.g. Service Operations
- Consistency with the Service Portfolio (Service Pipeline & Retired Services)
- Changes in the Service Catalog due to third party supplier Changes
- Changes in the Service Catalog due to Business Changes
Responsibilities
Service Catalog Manager is responsible for:
- Tasks
- Ensuring all operational services and all services being prepared for operation are recorded within the service catalogue.
- Ensuring all the information within the Service Catalog is up to date.
- Ensuring all information within the Service Catalog is consistent with the Service Portfolio
- Ensuring that all information within the Service Catalog is protected and regularly backed up.
- Production of management information in relation to agreed SLAs
- Making recommendations for Service Improvement Plans
- Ensuring the Service Catalog Management process is performed as designed.
- Developing a Service Catalog Management process model for the role of Service Catalog Manager.
- Ensuring the Service Catalog Management process is fit for purpose.
- Ensuring process description meets objectives
- Sponsorship, design, and continual improvement of the process and its metrics.
- Following the organization's policies relating to employment.
- Personnel
- Leading and supporting the Service Catalog Management team.
- Motivate the employees you are responsible for. Help them thrive in a challenging work environment.
- Understanding the full scope of the Service Catalog Management process.
- Ensuring that all your co-workers in projects understand and follow all procedures they are involved with.
- Ensuring any disagreements with employees have the opportunity to become RfCs.
- Reporting
- To Process Manager (To ensure optimal process interaction)
- To Service Design Manager (To ensure SLAs are realistic and aligned)
- To Service Owner (To improve all management information regarding a specific service)
- To Service Design Management| (For escalation issues)
- To ITSG (To ensure all IT goals are aligned to business goals)
Authority
- Service Design designs tools and technology required to produce the Service Catalog.
- Service Design designs Service Catalog Models with pre-defined activities. Any changes to these activities must be transitioned.
- An escalation plan to Service Design Manager must exist.
Resources
Internal resources
- The Service Catalog Manager has internal resources available as defined by the organization for process owners.
External resources
- The Service Catalog Manager has external resources as appropriate to ensure the fulfilment of the objectives of the Service Catalog Management process.
Qualifications
It is expected that the Service Catalog Manager has the competence required to competently manage the Service Catalog Management ITILv3 process.
It is expected that he/she constantly acquires knowledge necessary to continually manage the Service Catalog Management ITILv3 process better so that expectations are continually met.
Advancement
As Service Catalog Manager you have the possibility to apply for positions as Service Design Manager and other key positions in the Service Design life cycle phase. You are also encouraged to apply for other positions in Application and Technical Management.
