Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
By Janice Ward
Table of Contents
Table of Contents...........................................................................................1 Introduction.....................................................................................................1
ITSM/ITIL and service catalogs.............................................................................................1 Developing the service catalog...............................................................................................1 Form and structure of the service catalog...............................................................................3 Benefits of a service catalog...................................................................................................3 Building procedures from the catalog.....................................................................................3 Description of the templates...................................................................................................4
List of Services Template...............................................................................4 Services List Sample......................................................................................5 ....................................................................................................................... 5 Service Catalog Outline..................................................................................6 Service Catalog Template ..............................................................................7
Introduction
The main purpose of a service catalog is to document IT services and establish the basis for other service management components. In essence, it clearly defines what services are available from the IT organization and aligns those services with the business goals and needs. It can be a baseline for a Service Level Agreement, or even replace it in some cases. It also becomes the basis for documenting procedures and processes in your IT organization. In this download, I'll provide information about the basics of a service catalog. For a more complete, formalized procedure on service catalogs, the Help Desk Institute has recently published The Service Catalog, a focus series book by Rick Leopoldi and Vicky Howells.
explanation of services. For that matter, what is a service anyway? You may be surprised to find that some in IT dont know.
To first identify your services, work from the perspective of the core business purposes. Then, look at what IT offerings support those services. After the core purposes, move into those supporting areas that IT also serves, such as administrative or general organizational support. The entire service catalog should be viewed from the customers perspective. Some services can be further broken down into subservices as well. For example, see Figure A. Manufacturing Shipping Sales/Orders Accounting E-mail
Subservice
Subservice
Subservice
Subservice
Administration
Support Service
After looking at services from the business perspective, start to define each service with the following information: Service Name Provide a simple description, preferably the same name the customer would use. Service Description This is a high-level description of the service written in language customers can understand. Avoid jargon. Support Contact Point Where should the customer begin an inquiry or report problems regarding the service? Responsible Manager List the contact person responsible for the service. Customers/Users What set of customers (specific or general) utilizes this service? Detailed Specifications Some items may not require all of these elements, but possible elements to include in specifications are: o Inputs hardware, software, infrastructure, customer inputs, etc. o Outputs final products viewed from a customer perspective o Default items always included o Optional items the customer may request or pay extra for o Excluded items which are never included o Service hours of availability o Up-time and service availability goals o Support provided o Performance standards for the service o Customer procedures for starting, changing or ending the service Page 2 Copyright 2004 CNET Networks, Inc. All rights reserved. To see more downloads and get your free TechRepublic membership, please visit http://techrepublic.com.com/2001-6240-0.html .
The Service Catalog Template, which follows, provides some examples for developing a list of services and writing up each individual service.
Administrative Role:
Service Service #1 Subservice #1a Contact Contact #1
Support Role:
Service Service #1 Subservice #1a Contact Contact #1
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IV.
IT Organization Overview a. b. c. d. IT units History of IT Main contact information Personnel directory (optional)
V. VI.
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Customer Procedures for starting, changing or ending service: Charges (if applicable):
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Downloads:
Build Your Own: WAN Data and Telecommunications Service Level Agreement Sample SLA: Outsourced help desk Sample service level agreement for application support Service level agreement template for IS departments and internal business units
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TechRepublic:
The collective voice of IT professionals
TechRepublic communities engage IT professionals in the ultimate peer-to-peer experience, providing actionable information, tools, and services to help members get their jobs done. TechRepublic serves the needs of the professionals representing all segments of the IT industry, offering information and tools for IT decision support and professional advice by job function. CIO Republic: Get analysis and insight on e-business, leadership, executive careers, business strategy, and technology. IT Manager Republic: Access technology insights, project and personnel management tips, and training resources. NetAdmin Republic: Get tips on Windows, NetWare and Linux/UNIX administration, infrastructure design, and network security. Support Republic: Obtain detailed solutions to desktop hardware, software, and end-user support problems. IT Consultant Republic: Find information and advice on client and vendor relations, project management, and technology.
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