1. Service Catalog Management and ITIL

2. The Service Catalog Objective: To enable the service provider and the customer to clearly understand the services available and being delivered Service Catalog Management interfaces with and depends on the activities of: Service Portfolio Management Service Level Management Service Asset and Configuration Management Business Relationship Management Demand Management Knowledge Management

3. Service Strategy Service Portfolio Management

4. Value of Service Portfolio The Service Portfolio allows the business to make the best decisions related to investments. The Service Portfolio enables the customer to understand what will be delivered in a service, and under what conditions. The Service Portfolio is the first step in realizing the benefits of a service, optimizing the risks associated with the service, and optimizing the resources allocated to the service throughout the entire service lifecycle.

5. Service Portfolio Configuration Management System Service Pipeline Service Catalog Retired Services Customer Portfolio Supplier and Contract Management Information System Application Portfolio Customer Agreement Portfolio Project Portfolio CMDB From Service Strategy, page 173

6. Market spaces Utility Terminology Service Asset Customer Asset Warranty

7. Service Models A service model is a list or diagram of essential items required to deliver a service. The service model will show how these items are used and how they are related to each other. A service model will logically demonstrate how service assets interact with customer assets to create value. Service models show: Structure of a service – physical attributes Dynamics of a service – activities, flow of information

8. Service Strategy Business Relationship Management

9. Customers, Services, and Service Assets Customer ACustomer B Customer C Service AService BService CService D Service Asset A Service Asset C Service Asset B Service Asset D

10. Service Portfolio/Catalog Customer Satisfaction Business Outcomes Service Delivery requirements Customer Satisfaction

11. Service Strategy Demand Management

12. Identifying and Forecasting Demand 12 am6 pm6 am12 pm12 am capacity

13. Service Design Service Level Management

14. Activities of Service Level Management Development Delivery Source: The Art of Service Service Design Continual Service Improvement Determine Requirements Design & Plan Process Negotiate & Agree Monitor Report Evaluate Improve

15. Underpinning Contract Operational Level Agreement Terminology (1) Service Catalog Service Level Requirements Service Level Agreement

16. Terminology (2) Supplier Management Service Level Management Internal suppliers External suppliers SLA OLA UC Customers

17. SLA Lifecycle Create Service Catalog Discuss Service Level Requirements with customer Map against Service Catalog Sign Service Level Agreement Ongoing (frequent) review of achievements Appendices (where appropriate) Review and renew SLA

18. Service Transition Service Asset and Configuration Management

19. Service Configuration IT Service System ASystem B Service Hardware A Application A Service Hardware B Application B Network A ProcessorMemory Database Storage Version 1Version 2

20. Tracking Activities In addition to configuration information and attributes, the Configuration Management System will also track activities related to the configuration items it manages, including: Incidents Problems Changes Known Errors Releases

21. Service Transition Knowledge Management

22. Service Portfolio Configuration Management System Service Pipeline Service Catalog Retired Services Customer Portfolio Supplier and Contract Management Information System Application Portfolio Customer Agreement Portfolio Project Portfolio CMDB Releases Changes Known Errors Problems Service Requests Incidents

23. Service Design Service Catalog Management

24. GOAL: To ensure that a Service Catalog is produced, Maintained, and contains accurate information on all operational services and those ready for deployment.

25. Scope The scope of the Service Management process is to provide and maintain accurate information on all services that are being transitioned or have been transitioned to the live environment.

26. Service Catalog The Service Catalog has two aspects: Business Service Catalog Technical Service Catalog

27. The Service Catalog © Crown Copyright 2007 Reproduced under license from OGC Business Process 1 Business Process 2 Business Process 3 Business Service Catalog Technical Service Catalog Service A Service B Service C Service D Service E Support Services HardwareSoftwareAppsData

28. Key Activities

29. Inputs and Outputs Input - Sources of information relevant to the Service Catalog Management process Output - New services, changes to existing services, or services being retired

30. Information Management The key information is that contained within the Service Catalog. The main input for this information comes from the Service Portfolio and the business via either the Business Relationship Management (BRM) or Service Level Management (SLM) processes. All information needs to be verified for accuracy and must be maintained using the Change Management process.

31. Value to the Business The Service Catalog: Provides a central source of information Ensures that all areas of the business can view an accurate, consistent picture of all IT services, their details and status Contains customer-facing view of IT services in use, how they are intended to be used, business processes they enable, and quality of service to be expected

32. CSFs The Critical Success Factors (CSFs) for the Service Catalog Management process are: An accurate Service Catalog Business user’s awareness of the services being provided IT staff awareness of the technology supporting the services

33. KPIs Number of services recorded and managed within the Service Catalog as a percentage of those being delivered and transitioned in the live environment Number of variances detected between the information contained within the Service Catalog and the ‘real-world’ situation Business users’ awareness of the services being provided, i.e. percentage increase and completeness of the Business Service Catalog against operational services

34. Challenges Maintaining accurate Service Catalog as part of a Service Portfolio Incorporating both the Business Service Catalog and Technical Service Catalog as part of the overall CMS and SKMS In order to achieve this, the culture of the organization needs to accept that the catalog and portfolio are essential sources of information that everyone within the IT organization needs to use and help maintain.

35. Risks