Order up! How to Build a Service Catalog

A Service Catalog is …  The services being provided, a summary of their characteristics and details of the Customers and maintainers of each.  Single source of consistent information on all agreed services  A simple, concise description of the services you provide from the customer and user perspective. Nothing more, nothing less!  The services being provided, a summary of their characteristics and details of the Customers and maintainers of each.  Single source of consistent information on all agreed services  A simple, concise description of the services you provide from the customer and user perspective. Nothing more, nothing less!

What is a Service?  One or more IT systems which enable a business process  A means of delivering value to customers by facilitating outcomes the customers want to achieve without the ownership of specific costs or risks  One or more IT systems which enable a business process  A means of delivering value to customers by facilitating outcomes the customers want to achieve without the ownership of specific costs or risks

How do you define a service?  A good starting point is often to ask Customers which IT Services they use and how those services map onto their business processes. Customers often have a greater clarity of what they believe a service to be.

Defining the Service

Relationship between SC, SLM, and SR

Service vs Service Request

Publish

Mature the Service Definition

Mature the Catalog  Add service components  Internal vs External  Tie to service requests and provisioning. Automation!  Add service components  Internal vs External  Tie to service requests and provisioning. Automation!

Examples  UNC  Georgia Tech  Notre Dame  The University of Kansas  State of North Carolina  Purdue  Texas State  Indiana University  Stanford bin/services/catalog/general/  Harvard  Emory University  UNC  Georgia Tech  Notre Dame  The University of Kansas  State of North Carolina  Purdue  Texas State  Indiana University  Stanford bin/services/catalog/general/  Harvard  Emory University