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Prepared by Consulting Service Delivery
IT Service Catalogue Overview
ITIL Awareness Training
Service Management Objective
The primary objective of Service Management is to ensure that
the IT services are aligned to the business needs and actively
support them
ITIL Awareness Training
Terminology
A service is a means of delivering value to
customers by facilitating outcomes customers
want to achieve without the ownership of specific
costs and risks.
Service Management is a set of specialized
organizational capabilities for providing value to
customers in the form of services.
Source: ITSM forum
ITIL Awareness Training
Background
Other ilustration – Technical Supporting for User
Without Service
Desk
With Service
Desk
ITIL Awareness Training
How to Define Service
1. Define Market and Identify Customers
2. Understand The Customer
3. Quantify the Outcomes
4. Classify & Visualize the Service
5. Understand The opportunities
6. Define Services based on outcomes
7. Service Model
8. Define Service Unit and Packages
ITIL Awareness Training
Service Catalogue Management (SCM)
The goal of the SCM: is 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
Scope:
To provide and maintain accurate information on all services that
are being transitioned or have been transitioned to the live
environment
Purpose:
To provide a single source of consistent information on all of the
agreed services and ensure that it is widely available to those that
are approved to access it
ITIL Awareness Training
What do Customer Want?
ITIL Awareness Training
What is an IT Service?
“A service is a means of delivering value to customers by
facilitating outcomes customers want to achieve without the
ownership of specific costs and risks.” (ITIL)
Fulfills one or more needs of the customer
Supports the customer’s business objectives
Is perceived by the customer as a coherent whole
ITIL Awareness Training
Sevice Catalogue Analogy
9
Custom
er
Menu WaiterChef 1
grill
Chef 2
Meat
Cutter
Chef 3
Onion
Cutter
Oven knife knife
UserService Catalog
ue
Service Desk
Restaurant
ITSM
Service Manager
Service Catalogue Analogy
Source: ITIL V 2011
ITIL Awareness Training
IT Service Catalogue View
User From IT
1st Level Support
Kostumer dan Service Desk Melihat menu yang
sama
Financial Services
Order Management Services
IT Offices Services
Customer
Facing
Email Services
User From Business Change/Main
tenance Network &
Infrastructure Services
Data Backup
Data Center
Data Replication
Supporting
Services
2nd Level Support
Service Catalogue
ITIL Awareness Training
IT Service Catalogue View
User From IT
1st Level Support
Kostumer dan Service Desk Melihat menu yang
sama
Financial Services
Order Management Services
IT Offices Services
Customer
Facing
Email Services
User From Business Change/Main
tenance Network &
Infrastructure Services
Data Backup
Data Center
Data Replication
Supporting
Services
2nd Level Support
IT Business Service Catalogue1. Deskripsi
2. Status
3. Ruang Lingkup
4. Diluar RuangLingkup
5. TanggungJawab Costumer
6. Costumer
7. Service Owner
8. Service Manager
IT Technical Service Catalogue1. 1st Level Support
2. 2nd Level Support
3. 3rd Level Support
4. Escalation Path
5. Service Owner
6. Configuration Item
SLA1. Description of Services
2. Role and Responsibility
3. Scope of Service
4. Service Hours
5. Support Arrangement (
6. Service Availability
(Planned downtime
Service Performance
OLA1. Description of Services
2. Role and Responsibility
3. Scope of Service
4. Service Hours
5. Support Arrangement (
6. Service Availability (Planned
downtime Service
Performance
UC
Availability
Service support
arrangement
Dsb..
Business View
Technical View
Service Catalogue
ITIL Awareness Training
IT Service Catalogue Hirarki
Sample
Level 4
Level 3
Level 2
Level 1 Katergori
Layanan
Sub Layanan
RuangLingkup
ITIL Awareness Training
Categories of IT Service Catalogue
Sample
7. Data &
Storage
Management
Layanan
Data Replication
Data Backup
1. Application Services
Layanan
Office
Application
Financial
……
Layanan
Operating
System
IT Office
2. Peripheral &
Dekstop
Services
3.
Communication
& Collaboration
Services
Layanan
SMS Application
Layanan
Access Login
Antivirus
Antispam
Perimeter
Security
4. IT Security
Services
5. Proffesional
Services
Layanan
Project
management
IT Consultation
IT Consultation
for Policy &
Compliance
6. Network &
Infrastructure
Services
Layanan
HO/Branch
Network Services
Internet
Connection
Services
……
ITIL Awareness Training
SLA, OLA, UC Content
SLA will define:
1. Description of Services (from Service
Catalogue)
2. Role and Responsibility ( from ITIL
V3)
3. Scope of Service
4. Service Hours (from Service
Catalogue)
5. Support Arrangement (Service
Owner & Service Manager-from
Service catalogue)
6. Service Availability (assessment
based on current condition)
7. Planned downtime (assessment
based on current condition)
8. Service Performance (Response
Time & Resolution Time)
OLA will define:
1. Description of Services (from Service
Catalogue)
2. Role and Responsibility ( from ITIL V3)
3. Contact Points and escalation
4. Scope of Service
5. Service Hours (from Service Catalogue)
6. Support Arrangement (Service Owner &
Service Manager-from Service catalogue)
7. Service Availability (assessment based on
current condition)
8. Planned downtime (assessment based on
current condition)
9. Service Performance (Response Time &
Resolution Time)
UC will define:
1. Scope of agreements between FIF and
3rd party
2. Service spesification (service hours,
service quality, service reporting,
escalation procedure)
3. Pricing and Charging (cost of, penalties,
billing process)
4. Roles and responsibilities
5. Changes to the Service Level
Agreement
Point-point yang akandiberikan kekostumer:1. Service Hours2. Availability 3. Exception & notes4. Service Criticality5. Resolution Time
ITIL Awareness Training
Service Level Agreement (SLA) Overview
Keduanya, User dan Service Desk Mengetahui masing-masing isi Perjanjian, agar user
tahu apa yang akan mereka dapatkan sedangkan penyedia service mengetahui apa yang
akan mereka berikan kepada user dan sesuai dengan ekspektasi user.
SC
Service
• Office
Application
Services
• ……
SLA• Hours:
08.00 –
17.00
• Respond
Time: 15
minutes
• Availability:
99%
• ……
ITIL Awareness Training
Penentuan Service Criticality
Priority Level
Critical
High
Medium
Low
Public
Public services
Indirect Public Services
Non Public Services
User
>=2500
>=100
<100
Business
Impact
All Departement
Half Departement
2 or more departement
1 Departement
No Departement
Revenue
Direct Impact
Indirect Impact
No Impact
Product
Direct Impact
Indirect Impact
No Impact
Sample Resolution and Response Time of
OLA
30 ‘
60 ‘Sample of Critical Resolution time
SLA
OLA
Response Time
15‘
15‘Response
Time
30 ‘
IncidentLevel Priority Response Resolved Resolution
High 10 Menit 50 Menit 60 Menit
Medium to high 10 Menit 110 Menit 120 Menit
Medium 15 Menit 225 Menit 240 Menit
Low to medium 15 Menit 285 Menit 300 Menit
Low 15 Menit 345 Menit 360 Menit
RequestLevel Priority Response Resolved Resolution
High 10 Menit 50 Menit 60 Menit
Medium to high 10 Menit 110 Menit 120 Menit
Medium 15 Menit 225 Menit 240 Menit
Low to medium 15 Menit 285 Menit 300 Menit
Low 15 Menit 345 Menit 360 MenitIncident
Level PriorityService desk Second Level
Response Resolved Resolution Response Resolved Resolution
High 10 Menit 15 Menit 25 Menit 10 Menit 25 Menit 35 Menit
Medium to high 10 Menit 35 Menit 45 Menit 10 Menit 65 Menit 75 Menit
Medium 15 Menit 65 Menit 80 Menit 15 Menit 145 Menit 160 Menit
Low to medium 15 Menit 105 Menit 120 Menit 15 Menit 165 Menit 180 Menit
Low 15 Menit 135 Menit 150 Menit 15 Menit 195 Menit 210 Menit
Request
Level PriorityService desk Second Level
Response Resolved Resolution Response Resolved Resolution
High 10 Menit 15 Menit 25 Menit 10 Menit 25 Menit 35 Menit
Medium to high 10 Menit 35 Menit 45 Menit 10 Menit 65 Menit 75 Menit
Medium 15 Menit 65 Menit 80 Menit 15 Menit 145 Menit 160 Menit
Low to medium 15 Menit 105 Menit 120 Menit 15 Menit 165 Menit 180 Menit
Low 15 Menit 135 Menit 150 Menit 15 Menit 195 Menit 210 Menit
FOCUS DISCUSSION
Ruang Lingkup
Resolution Time
(Request&Resolve
d)
Availability
ITIL Awareness Training
Critical Success Factor
Critical Success Factor - ITSC:
1. Keakuratan Service Catalogue
2. Awarness terhadap Business User
3. Awareness terhadap IT Staff
Critical Success factor - SLM:
1. Mengelola kualitas keseluruhan layanan IT baik dari segi
jumlah dan tingkat layanan yang disediakan dan dikelola
2. Memberikan layanan yang telah disepakati sebelumnya di biaya
terjangkau
3. Mengelola “Interfacing” bisnis dan pengguna
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