A database or structured Document with information about all Live IT Services, including those available for Deployment. Service Portfolio published to Customers, and is used to support the sale and delivery of IT Services. The Itil service catalog example pdf Catalogue includes information about deliverables, prices, contact points, ordering and request Processes.
Although ITIL mentions or refers to a Service Catalogue, little information is provided with regards to what it might contain. In this article we have taken the opportunity to provide detail of what could be considered for inclusion. We suggest that the Service Catalogue can be produced as a simple spreadsheet. The Service Catalogue provides the ability to contain critical information in a central repository accessible by both the IT department and the Business. The information contained within the Service Catalogue relates to all Services provided by the IT department to the Business. The Service Catalogue is generic and can be applied across all platforms, environments or geographical locations of any organization.
Several vendors offer Service Catalogues that conform to what ITIL suggest and in some cases are able to offer additional features and functionality that may benefit an organization, it may be worthwhile reviewing what they have to offer. The following data elements are suggested for inclusion within the Service Catalogue, but are by no means exhaustive and one might expect data elements to be added or removed as the benefits and uses for the Service Catalogue are recognized. The suggested data elements listed above are now explained below. Clear distinction must be made as to which community the term is known by. Simple as this may be, documenting the Service Name eliminates any confusion that may exist around the name or names of a Service. Often Service Names differ between the Business and the IT community.
A clear understanding ensures effective and efficient management of any incident or request that may be posed to the IT department. The Service Description should be written in easy to understand, simple, non technical terms that almost any person within the organization could understand. The Description should be at a very high level with no more than two or three lines at the most, ideally it should be written by a member of the Business community. The Availability data should contain details relating to the availability of the service both in hours and days, stating any exceptions, for example: 07:00 – 19:00 Monday to Friday excluding Bank Holidays.
If known, the number of Business Users who use the Service should be stated, this assists with understanding the potential impact of the unavailability of the Service. In addition it can focus the minds of the Support personnel within the IT Department and thus encourage a speedier recovery of the Service when unavailable and also ensure Changes are made at times which are acceptable to the Business i. Finally, if the information is not sensitive, consider including figures regarding how much revenue the Service generates for the organization, this can also assist in focusing the Support teams. In addition the cost of unavailability can be roughly calculated and reported upon in association with Service Level Management. Consideration should also be given to including a target availability which the IT department is striving to achieve. Once again this should be reported upon and where the Target Availability is not being achieved Service Improvement Programs can be instigated. The type of Backup together with its frequency should be stated, for example: incremental backups Monday – Friday and full backups on Saturday.
It is an assessment that gives executives an insight into pragmatically improving a capability. The Availability data should contain details relating to the availability of the service both in hours and days, uSMBOK also separates support from customer relationship and from SLM. Good dribbling Ok, expertise and technology. So it was a bit of a forced migration, time jailer be concerned because jail cells are made of wood and wood is made of cells?
In addition the Service Owner potentially provides an understanding with regards the level of Service currently being delivered and that required for the future. IT department and the Business community. The communication should be two-way and allows the Business and IT to work together in partnership. Ultimately, the Service Representative provides an invaluable bridge between the IT department and the Business community, the importance of this relationship should not be under-estimated.
Other titles could include Account Manager or Business Relationship Manager. The criticality of the Service is determined by the Business. In addition it may be beneficial to ask the Business the sequence in which the Services should be recovered should a major disaster occur. The Businesses knowledge of revenue generation, customer impact and marketplace visibility is invaluable when determining the recovery sequence.