Introduction
- The purpose of Service Catalogue Management (SCM) is to provide a single source of consistent information on all of the agreed services, and ensure that it is widely available to those who are approved to access it.
- The goal of service catalogue management is the development and upkeep of a service catalogue that contains all accurate details, the status, possible interactions and mutual dependencies of all current services and those being prepared to run operationally.
- Value for the business
- The service catalogue is the central resource of information on the IT services delivered by the service provider organization.
- Ensure that all areas of the business can view an accurate, consistent picture of the IT services, details and status.
- It contains a customer facing view of the IT services in use, how they are intended to be used, the business processes they enable, and the level of quality of service the customer can expect for each service.
- To get a clearer picture, a service portfolio is developed (with a service catalogue as part of it), and maintained.
- The development of the service portfolio is a component of the Service Strategy phase.
- The Portfolio needs subsequent support from the other phases in the lifecycle.
- Service portfolio
- The portfolio contains information contains information about each service and its status. Portfolio describes the entire process, starting with the client requirements for the development, building and execution of the service. The service portfolio represents all active and inactive services in the various phases of the lifecycle.
- Service catalogue
- The catalogue is a subset of the service portfolio and consists only of active and approved services (at retail level) in Service Operation.
- The catalogue divides services into components.
- It contains policies, guidelines and responsibilities, as well as prices, service level arrangements and delivery conditions.
- The client gets to review the largest part of the service catalogue.
- Service catalogue
- Used for a Business Impact Analysis (BIA) as part of IT Service Continuity Management (ITSCM), or as starting point for the re-distribution of the workload as part of the capacity management.
- These benefits justify the investment (in time and money) involved in preparing a Catalogue and making it worthwhile.
- Service catalogue
- Two aspects:
- The business service catalogue
- Contain details of the services that are being supplied to the customer together with the relationships to the business units and the business processes that rely on the IT services.
- Customer view of the service catalogue.
- Facilitates the development of proactive and preemptive SLM processes, allowing it to develop more into the field of Business Service Management (BSM).
- The technical service catalogue
- Contains details of IT services supplied to the customer, together with relationships to the supporting and shared services, components and CIs.
- Not visible to the client..
- Explains which technical aspects (and departments) are necessary to render the service.
Activities, methods and techniques
- The service catalogue is the only resource which contains information about all services of the service provider.
- The catalogue should be accessible to every authorized person.
- Activities in this process include:
- Agreeing and documenting a service definition with all relevant parties.
- Interfacing with service portfolio management to agree the contents of the service portfolio and service catalogue.
- Activities in this process include:
- Producing and maintaining an accurate service catalogue and its contents in conjunction with the service portfolio.
- Interfacing with the business and IT service continuity management on the dependencies of business units and their business processes with the supporting IT services, contained within the business service catalogue.
- Activities in this process include:
- Interfacing with support teams, service providers and configuration management on interfaces and dependencies between IT services and the supporting services, components and CIs contained within the technical service catalogue.
- Interfacing with business relationship management and service level management to ensure that the information is aligned to the business and business process.
- Interfaces
- Inputs are:
- Business information from the organization’s business and IT strategy, plans and financial plans etc.
- Business impact analysis.
- Service portfolio.
- CMS.
- Feedback from other processes.
- Outputs are:
- Documentation and agreement of a “definition of the service”.
- Updates to the service portfolio.
- Updated to the service catalogue.
Implementation
- Critical success factorsare:
- Accurate service catalogue.
- Business user’s awareness of the services being provided.
- IT staff awareness of the technology supporting the services.
- Risksinclude:
- Inaccurate information in the catalogue and it not being under change management control.
- Poor acceptance of the service catalogue and its uses in the operational processes.
- Risksinclude:
- Tools and resources needed to keep the information up-to-date.
- Poor access to accurate change management information and processes.
- Circumvention of the use of the service portfolio and service catalogue.
- Information too detailed to maintain accurately or at too high level to be of any value.
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