Service Design
Service Catalog Management
Introduction
An IT organization should prepare a service catalog that is made accessible to both internal
and
external parties.
Any changes
made to
an agreed service will
be reflected
in the service catalog as updated
information. A Service Catalog
is also used as a
reference material to ensure that services given and received comply with what has been agreed in the Service Strategy phase.
Purpose and Objectives
The purpose of the service catalog management
process is to
provide and maintain a single source
of consistent
information on all operational services and those
being
prepared to be run operationally,
and to ensure that it is widely available
to those who are authorized to access it.
The objectives of Service
Catalog Management include the following:
• Manage information
contained within the Service Catalog
• Ensure details in the Service Portfolio are accurate and updated
• Reflect details, status, interfaces
and dependencies of all current services
Key activities include:
• Agreeing and documenting a service definition
• Interfacing with Service Portfolio
Management
• Producing and maintaining a Service Catalog
• Interfacing with the business and IT Service Continuity Management
• Interfacing with Support
Teams, Suppliers and Configuration Management
• Interfacing with Business Relationship Management and SLM
The two main KPIs associated with the Service Catalog
and its management are:
• Number of services recorded and managed
• Number of variances detected
Scope
The scope of the service catalog management process is to provide and maintain accurate information on
all services
that
are
being transitioned or have
been transitioned to the live environment.
The service catalog management process
covers:
• Contribution to the definition of services and service packages
• Development
and maintenance of service and service package descriptions
appropriate for the service catalog
• Production and maintenance of an accurate
service catalog
• Interfaces,
dependencies
and consistency
between
the service catalog and the overall service portfolio
• Interfaces and dependencies
between all
services and supporting services
within the service catalog and the CMS
• Interfaces
and
dependencies between
all
services, and
supporting components and configuration items (CIs) within the service catalog and the CMS
Service Catalog
Structure
It is advisable to present more than one view of the information in the service catalog to accommodate the different needs of those who will use it.
In order to ensure that both the customer and IT have a clear understanding
of the relationship between the outcome-based, customer-facing services and the business processes they support,
it is recommended that a service provider, at the minimum, defines two different
views, each one focusing on one type of service: a view for customers
that shows the customer-facing services, and
a second view for the IT service provider showing all the supporting services.
The data stored
in the service catalog, regarding relationships and dependencies
between items,
would allow information
in one view to be accessed
from another when
deemed appropriate.
Some organizations project more than two views. There is no correct or suggested number of views an organization should project.
The number of views projected will depend upon the audiences to be addressed and the uses to which the catalog will be put.
The business/customer service catalogue view
This contains
details
of all the IT services delivered to the customers
(customer- facing services), together with relationships
to the business units and the business processes that rely on the IT
services. This
is the customer
view
of
the
service catalogue. In other words, this is the service catalogue
for the business to see and use.
The technical/supporting
service catalogue
view
This contains details of all the supporting IT services, together with relationships
to the customer-facing services they underpin and the
components, CIs and other supporting services necessary to support
the provision of the service to the customers.
Wholesale customer view
This contains details of all
the
IT services
delivered
to wholesale customers (customer-facing
services), together with the relationships
to the customers they support.
Retail customer view
This contains details of all the IT services delivered to retail customers
(customer- facing services), together
with the relationships to the customers they support.
Supporting services view
This contains details of all the supporting IT services, together with relationships
to the customer-facing services they underpin and the
components, CIs and other supporting services necessary to support
the provision of the service to the customers.
Roles
The Service Catalog Manager is responsible for maintaining and
producing the
Service Catalog and ensures that the process
goals are achieved.
The roles of the Service Catalog Manager
include:
• Ensuring all operational services
are recorded within the Service Catalog
• Ensuring all information within the Service Catalog is accurate and updated
• Ensuring all information within the Service Catalog is protected and backed up.
ITIL, ITIL Foundation Course, ITIL V3, ITIL Course, ITIL - Course, online itil, itil certification, online material for itil course
