1. Order up! How to Build a Service Catalog

3. 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!

4. 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

5. 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.

6. Defining the Service

7. Relationship between SC, SLM, and SR

8. Service vs Service Request

9. Publish

10. Mature the Service Definition

11. 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!

12. Examples  UNC http://its.unc.edu/services.html  Georgia Tech http://www.oit.gatech.edu/services/overview.cfm  Notre Dame http://oit.nd.edu/services/  The University of Kansas http://technology.ku.edu/services/  State of North Carolina http://www.its.state.nc.us/ServiceCatalog/index.asp  Purdue http://www.itap.purdue.edu/service/catalog/index.cfm  Texas State http://www.tr.txstate.edu/ser-cat.html  Indiana University http://uits.iu.edu/  Stanford http://www.stanford.edu/dept/its/cgi- bin/services/catalog/general/  Harvard http://www.fas-it.fas.harvard.edu/services/catalog  Emory University http://it.emory.edu/catalog/  UNC http://its.unc.edu/services.html  Georgia Tech http://www.oit.gatech.edu/services/overview.cfm  Notre Dame http://oit.nd.edu/services/  The University of Kansas http://technology.ku.edu/services/  State of North Carolina http://www.its.state.nc.us/ServiceCatalog/index.asp  Purdue http://www.itap.purdue.edu/service/catalog/index.cfm  Texas State http://www.tr.txstate.edu/ser-cat.html  Indiana University http://uits.iu.edu/  Stanford http://www.stanford.edu/dept/its/cgi- bin/services/catalog/general/  Harvard http://www.fas-it.fas.harvard.edu/services/catalog  Emory University http://it.emory.edu/catalog/