itil service catalogue from scratch - advisera · ©2017 20000academy 3 what is the service...

ITIL Service Catalogue from scratch

Presenter: Branimir Valentic

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What is the Service Catalogue according to ITIL?

If you are planning to implement the Service Catalogue...

...you need to know all the necessary elements of the Service Catalogue Management process.

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There is no need to start from scratch, when a practical and

proven approach to defining and creating the Service Catalogue

exists.

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• Defining services and Service Catalogue structure

• Important elements of the Service Catalogue

• Activities of the Service Catalogue Management process

• Implementing the Service Catalogue

• Interfaces, benefits explained and biggest challenges

Agenda

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Defining services 1/2

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Service

Service

package

IT System

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Defining services 2/2

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Customer-facing services

Se

rvic

e C

ata

log

ue

Supporting services

Service 1 Service 2 Service 3

Customer A

Service I Service II Service III

Customer B Customer C

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Service Catalogue structure

Business

Process 1

Business

Process 3

Service E

Business Service Catalogue

Technical Service Catalogue

Business

Process 2

Applications Data Software Hardware

Service A Service B Service C Service D

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Important elements of the Service Catalogue

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• Description of the services

• Interface to supporting services

• Interface to other processes

• Business impact of the services

• Service Level Management-related data

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Activities of the Service Catalogue Management process

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Service definition

• Agreeing

• Documenting

• Describing

Interfacing

•Service portfolio

•BRM and SLM

•Business

Producing and maintaining

• Service Catalogue

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Implementing the Service Catalogue

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All aspects and

details about the

service

Customer view

Technical view

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Interfaces

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Service

Catalogue

Management

Service Level

Management

Service Asset

and

Configuration

Management

Demand

Management Business

Relationship

Management

Service

Portfolio

Management

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Benefits explained

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• Customer satisfaction

• Central source of information

• Common understanding of the services

• Marketing tool

• Improved visibility of customer-facing, as well as supporting services

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Biggest challenges in Service Catalogue Mgmt. implementation

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• Unclear definition of services

• Inaccuracy of data in the catalogue

• Circumvention of the use of the Service Catalogue

• Quality of the information in the Service Catalogue

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Conclusion

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Don't underestimate the importance of the Service Catalogue. It’s a “shopping cart” for your customers, and their willingness

to order your services depends on it.

Branimir Valentic

Q & A

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