The Service Catalog (Best Practice)

✍ Scribed by Mark O Loughlin

• Publisher: Van Haren Publishing
• Year: 2010
• Tongue: English
• Leaves: 177
• Category: Library

✦ Synopsis

The Service Catalog means many different things to many different people. However most would agree that a catalog that helps customers and users to quickly identify the services they require clearly adds value. In turn this helps organizations identify key services that support business processes, understand the contribution made by those services and manage them appropriately. This well-constructed book provides practical advice and information that will help organizations to understand how to design and develop a service catalog and to understand the role that the service catalog performs within the service portfolio. Readers will gain practical information and knowledge that will help with: understanding the full concept of the service catalog ; understanding the scope of the service catalog; building an appropriate service catalog for your organization; identifying the true value that the service catalog can deliver to your organization; understanding services and the value that they provide to your organization and customers; managing the service catalog In addition, a complete service catalog schematic is provided and the service portfolio pyramid, which is unique to this book, is introduced showing how all the pieces of the puzzle fit together. Widely researched and reviewed by some of the world s leading experts, this book provides a down-to-earth and practical resource for not only those who are developing Service Catalogs for the first time but also for those looking to refine their services according to agreed and established best practice concepts.

✦ Table of Contents

Foreword......Page 6
Acknowledgements......Page 8
Introduction......Page 12
1.1 ITIL and the service catalog......Page 16
1.2 Why a service catalog......Page 17
1.4 We need a service catalog. Make it happen!......Page 19
1.5 Qualifications and standards......Page 20
2.2 Utility and warranty......Page 26
2.3 What is a service?......Page 27
2.4 The service catalog......Page 31
2.5 Service records......Page 34
2.6 The service portfolio......Page 39
2.7 The basics - twelve guiding principles......Page 45
3.1 Service catalog types......Page 48
3.2 The actionable service catalog......Page 51
4.1 Introduction......Page 60
4.2 Framework overview......Page 61
4.3 Initiation......Page 62
4.4 Planning......Page 66
4.5 Execution......Page 70
4.6 Operations......Page 73
5.2 Service catalog schematic......Page 76
5.3 IT service catalog design......Page 78
5.4 Business service catalog design......Page 85
5.5 Customer service catalog design......Page 87
5.6 Actionable service catalog design......Page 89
5.7 Examples......Page 91
6.1 Service catalog management process......Page 98
6.2 Service catalog management process flow......Page 101
6.3 Service catalog audit process......Page 102
6.4 Request fulfillment......Page 104
6.5 Service level management......Page 107
6.6 Interfaces with ITIL or ITSM disciplines......Page 121
6.7 Ownership and roles......Page 122
6.8 Service packages......Page 128
6.9 Cost recovery and charge back......Page 129
7.1 Developments......Page 132
7.2 Technology considerations......Page 134
7.3 To build or buy a service catalog......Page 138
Epilogue......Page 144
Appendix A. Basic concepts for IT service management......Page 146
Appendix B. Example - A Visit to the doctor......Page 162
Appendix C. Acronyms......Page 166
Appendix D. Frameworks......Page 168
Sources......Page 174
Index......Page 176