Service Catalogue ITIL, information technology infrastructure library
Service Catalogue ITIL, information technology infrastructure library
Objective: Service Catalogue ITIL, ITIL Service Catalogue Management aims to ensure that a Service Catalogue is produced and maintained, containing accurate information on all operational services and those being prepared to be run operationally. This process provides vital information for all other ITIL service management processes: service details, current status and the services’ interdependencies.
Part of: Service Design
Process Owner: Service Catalogue Manager
Service Level Management
Service Level Agreement
Operational Level Agreements
Internal
Underpinning Contracts
External Organisation
Supplier Management
Can be an annexe to a contract
Should be clear and fair and written in easy-to-understand, unambiguous language
Success of SLM (KPIs)
How many services have SLAs?
How does the number of breaches of SLA change over time (we hope it reduces!)?
Things you might find in an SLA
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Service Catalogue ITIL,
Definitions
The following ITIL terms and acronyms (information objects) are used in Service Catalogue Management to represent process outputs and inputs:
Required Modifications to Service Catalogue
- A request from a Service Management process to change the Service Catalogue. This request is sent to Service Catalogue Management if new services or service attributes must be recorded.
Service Catalogue
- A database or structured document with information about all live services, including those available for deployment. The Service Catalogue is the only part of the Service Portfolio published to Customers, and is used to support the sale and delivery of IT Services. The Service Catalogue includes information about deliverables, prices, contact points, ordering and request processes.