Service Catalogs CSG Spring 2010

Drivers Managing Services Explaining service offerings making decisions Marketing BUDGET CUTS

History Defining services collaborative across entire organization iterative and evolutionary proper level of granularity? who speaks for a service?

Service Name Category Brief Service Description Service Description How to Order Eligibility Service Options Availability Price Additional Information Service Level Description Support Information Customer References Contact for More Information Service Representative Last Review Date Next Review Date Keywords Cost Notes Internal Teams Views

Service Descriptions Good element definitions Working towards “good enough” in some areas - e.g. service levels Categories are useful - but no perfect taxonomy - so just pick one Start shallow, work deeper User views, internal views, or both?

Presentation Platforms Vendor packages - CA, NewScale +: integration, features, support -: cost, lock-in, complexity Content Management ours came down to Drupal or Sharepoint

Drupal or Sharepoint Drupal offered built-in support for hierarchical taxonomies We had staff who could rapidly learn Drupal theming Chose Drupal - not necessarily a long- term commitment, but expedient We don’t get: Easy export to Word/Excel/PDF

Our Catalog

The Future

Marketing orientation - featured items, social interaction Order Entry -> Workflow We’re using InfoPath forms and Sharepoint Workflow Maybe move to KEW when well supported Want to enable business analysts to build forms and workflow Maybe Drupal + Worfkflow & Ubercart?

Who edits/designs the catalog? Who encourages/gathers/acts on community input? What’s different about IT services? Issues and Questions