Service Catalogue Management

 

The purpose of Service Catalogue Management is to provide a single source of consistent information on all of the agreed services, and ensure that it is widely available to those who are approved to access it and its goal is ensure that a service catalogue is produced and maintained, containing accurate information on al operational services and those being prepared to be run operationally (ITIL, 2003) (ITIL, 2007). The Service Catalogue has two aspects: a) The Business Service Catalogue: containing details of all the IT services delivered to the customer, together with relationships to the business units and the business process that rely on the IT services; and b) The Technical Service Catalogue: containing details of all the IT services delivered to the customer, together with relationships to the supporting services, shared services, components and Configuration Items (CIs1) necessary to support the provision of the service to the business.

Participants: 1 to 4
Hours: 1
Participants are  involved in:

  • Following and supervision of IT service
  • Record and update of customers and services information
  • Support of the service
  • Following and supervision of interruption of the service
  • Quality of the service

 

1) Mark with “X” the activities that you recognize in your organization:

  • Definition of the service (  )
  • Production and maintenance of an accurate Service Catalogue (  )
  • Interfaces, dependencies between all services and supporting services within the Service Catalogue and the Configuration Management System, CMS2, (  )
  • Interfaces and dependencies between all services, and supporting components and Configuration Items (CIs) within the Service Catalogue and the CMS (  )

 

Based on the activities selected which documents, roles and organizational units can be referred:
______________________________________________________________________________
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Others activities defined in the organization:
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2) Mark with “X” the performance indicators that you recognize in your organization:

  • Number of services registered and managed in the service catalogue (  )
  • Number of differences between the service catalogue and the real situation of the service (  )
  • Percentage of developing of the business service catalogue (  )
  • Percentage of developing of the technical service catalogue (  )
  • Percentage of incidents without proper information of the service desk (  )

 

Based on the performance indicators selected which documents, roles and organizational units can be referred:
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
Others performance indicators defined in the organization:
______________________________________________________________________________
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Bibliography

ITIL. 2003. Service Delivery. Second edition. s.l. : The Stationery Office, 2003. 0-11-330015-8.
—. 2007. Service Design. s.l. : The Stationary Office, 2007. 978-11-331047-0.


1 Configuration Item, CI, Component of an infrastructure—or an item, such as a Request for Change, associated with an infrastructure—which is (or is to be) under the control of Configuration Management—is the process of identifyin the Configuratio Items in a system, recording and reporting the status of Configuration Items and requests for Change, and verifying the completemess and correctness of configuration items. CIs may vary widely in complexity, size and type—from an entire system (including all hardware, software and documentation) to a single module or a minor hardware component.

2 CMS  is a set of tools and databases that include information about incidents,  Problems, Known Erros, Changes and Releases.