The secret of the service
catalogue
Panel discussion
9th April 2014
The panellists
Colin Rudd: is a leading author of the ITIL guidance and is one of the most experienced
service management professionals in the world. He is an ITIL Master and has assisted
many organisations implement successful service management programmes. In 2002,
Colin was awarded the service management lifetime achievement award for his
contribution to the service management industry.
Martin Andenmatten: is founder and managing director of Glenfis Ltd, a leading service
management and governance consulting and training company, located in Switzerland.
Martin is ITIL Master and CISA, CRISC and CGEIT and as such, he knows well how to use
and integrate both, the ITIL and COBIT frameworks in order to build a controlled service
environment for the governance and management of enterprise ITs.
Patrick Bolger: joined Hornbill in 1998 and was appointed Chief Evangelist in 2010. An
industry veteran, he has significant first-hand experience of the issues facing IT and is an
influential and recognized authority in the Service Management arena. Patrick is an active
contributor to a number of strategic groups and community initiatives that influence the
future of the service management industry.
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Slide 2
What is a service ?
▫ “A service is a means of delivering value to customers,
by facilitating outcomes they want to achieve without
the ownership of specific costs and risks.“
What is a service catalogue?
▫ “A database or structured document with information
about all live IT services, including those available for
deployment.“
© Crown Copyright 2011 - reproduced under license from the Cabinet Office
Slide 3
Business service A
Business Service
Management
Business
Process 1
The requirements/demand:
The utility:
Name, description,
purpose, impact, contacts,
….
The warranty:
Service level, targets,
service hours, assurance,
responsibilities, ….
The assets/resources:
Process, supporting targets,
resources, ….
Policy/Strategy
Governance
Compliance
Business
Process 2
Business
Process 3
IT Service
Customer facing
Service
SLAs / SLRs
OLAs
Contracts
Supporting
Services
The assets/resources:
Systems, assets,
components, ….
IT
Processes
Infrastructure
The assets/resources:
Support
Resources, staffing, skills, ….
Teams
Environment
Data
Applications
Suppliers
© Crown Copyright 2011 - reproduced under license from the Cabinet Office
Slide 4
Service catalogue
Service Portfolio
Service Status:
Requirements
Defined
Analysed
Service
Pipeline
Approved
Service Lifecycle
Chartered
Designed
Developed
Built
Test
Service
Catalogue
Released
Operational
Customer/support
team viewable
section of the
service portfolio
(the service catalogue,
with selected fields
viewable)
Retiring
Retired
Retired
Services
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Slide 5
Scoping the service catalogue
Service catalogue
Business
process 1
Service A
Service 1
Business
process 2
Service B
Service 2
Service C
Service 3
Business / customer
service catalogue view
Business
process 3
Service D
Service 4
Customer-facing service
Service 5
Supporting service
Technical / supporting
service catalogue view
Links to related
information
Service assets / configuration records
© Crown Copyright 2011 - reproduced under license from the Cabinet Office
Slide 6
What is a service request?
▫ A formal request from a user for something to be
provided – for example, a request for information or
advice; to reset a password; or to install a workstation
for a new user.
▫ Service requests are managed by the request
fulfilment process, usually in conjunction with the
service desk.
▫ Service requests may be linked to a request for change
as part of fulfilling the request.
© Crown Copyright 2011 - reproduced under license from the Cabinet Office
Slide 7
Service requests
Request
menu/catalogue
Service
request
Fulfilled service request
Service
catalogue
Request
fulfilment
process
Request for
change (RFCs)
© Crown Copyright 2011 - reproduced under license from the Cabinet Office
Request
model(s)
Workflows / tasks
Slide 8