Service Design, Service Catalog Management in ITIL, ITIL Course
Service Design, Service Catalog Management in ITIL, ITIL Course
Service Design
Service Catalog Management
Introduction
An IT organization should prepare a service catalog that is made accessible to both internal and external parties. Any changes made to an agreed service will be reflected in the service catalog as updated information. A Service Catalog is also used as a reference material to ensure that services given and received comply with what has been agreed in the Service Strategy phase.
Purpose and Objectives
The purpose of the service catalog managementprocess is to provide and maintain a single sourceof consistent information on all operational services and thosebeing prepared to be run operationally, and to ensure that it is widely available to those who are authorized to access it.
The objectives of ServiceCatalog Management include the following:
• Manage informationcontained within the Service Catalog
• Ensure details in the Service Portfolio are accurate and updated
• Reflect details, status, interfacesand dependencies of all current services
Key activities include:
• Agreeing and documenting a service definition
• Interfacing with Service PortfolioManagement
• Producing and maintaining a Service Catalog
• Interfacing with the business and IT Service Continuity Management
• Interfacing with SupportTeams, Suppliers and Configuration Management
• Interfacing with Business Relationship Management and SLM
Service Catalog Management in ITIL, ITIL Course
The two main KPIs associated with the Service Catalogand its management are:
• Number of services recorded and managed
• Number of variances detected
Service Design, Service Catalog Management in ITIL, ITIL Course
Scope
The scope of the service catalog management process is to provide and maintain accurate information on all services that are being transitioned or have been transitioned to the live environment.
The service catalog management processcovers:
• Contribution to the definition of services and service packages
• Development and maintenance of service and service package descriptions appropriate for the service catalog
• Production and maintenance of an accurateservice catalog
• Interfaces, dependencies and consistency between the service catalog and the overall service portfolio
• Interfaces and dependencies between allservices and supporting services within the service catalog and the CMS
• Interfaces and dependencies between all services, and supporting components and configuration items (CIs) within the service catalog and the CMS
Service CatalogStructure
It is advisable to present more than one view of the information in the service catalog to accommodate the different needs of those who will use it.
In order to ensure that both the customer and IT have a clear understanding of the relationship between the outcome-based, customer-facing services and the business processes they support,it is recommended that a service provider, at the minimum, defines two different views, each one focusing on one type of service: a view for customers that shows the customer-facing services, anda second view for the IT service provider showing all the supporting services.
The data stored in the service catalog, regarding relationships and dependencies between items,would allow information in one view to be accessed from another whendeemed appropriate.
Some organizations project more than two views. There is no correct or suggested number of views an organization should project.
The number of views projected will depend upon the audiences to be addressed and the uses to which the catalog will be put.
What is the basic concept of ITIL?
ITIL defines a lifecycle for Service Management that allows us to consider the services in a global way: rationale, design, construction, testing, deployment, upgrade, and removal. The phases of the lifecycle are the following: Strategy: Promotes the vision of Service Management as a strategic asset.#ITIL
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What is ITIL certification?
ITIL is a global framework designed to help improve customer experience. Learn what is ITIL certification, benefits of certification and how to get certified. ITIL is a global framework of best practices for IT service management focused on reducing risk, improving customer relations, and supporting IT environments.
The business/customer service catalogue view
This contains details of all the IT services delivered to the customers (customer- facing services), together with relationships to the business units and the business processes that rely on the IT services. This is the customer view of the service catalogue. In other words, this is the service cataloguefor the business to see and use.
The technical/supporting service catalogueview
This contains details of all the supporting IT services, together with relationships to the customer-facing services they underpin and the components, CIs and other supporting services necessary to support the provision of the service to the customers.
Wholesale customer view
This contains details of all the IT services delivered to wholesale customers (customer-facing services), together with the relationships to the customers they support.
Retail customer view
This contains details of all the IT services delivered to retail customers (customer- facing services), togetherwith the relationships to the customers they support.
Supporting services view
This contains details of all the supporting IT services, together with relationships to the customer-facing services they underpin and the components, CIs and other supporting services necessary to support the provision of the service to the customers.
Roles
The Service Catalog Manager is responsible for maintaining and producing the
Service Catalog and ensures that the processgoals are achieved. The roles of the Service Catalog Managerinclude:
• Ensuring all operational servicesare recorded within the Service Catalog
• Ensuring all information within the Service Catalog is accurate and updated
• Ensuring all information within the Service Catalog is protected and backed up.
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Service Catalog Management in ITIL, ITIL Course
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