Service Design Service Catalog Management in ITIL – ITIL Course

Service Design Service Catalog Management in ITIL – ITIL Course
May 23, 2019 Comments Off on Service Design Service Catalog Management in ITIL – ITIL Course ITIL IT Support KCH Jobs

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
The two main KPIs associated with the Service Catalogand its management are:
•   Number of services recorded and managed
•   Number of variances detected

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 serviccatalog 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.

The business/customer service catalogue view
Thicontains  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   necessar 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   necessar 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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