Embed Size (px)
Citation preview
ITIL Service Catalogue from scratch
Presenter: Branimir Valentic
©2017 20000Academy www.advisera.com/20000academy
GoToWebinar Control Panel
2
• Open and close your Panel
• View, Select, and Test your audio
• Submit text questions – they will be addressed throughout the session
• Raise your hand
©2017 20000Academy www.advisera.com/20000academy 3
What is the Service Catalogue according to ITIL?
If you are planning to implement the Service Catalogue...
...you need to know all the necessary elements of the Service Catalogue Management process.
©2017 20000Academy www.advisera.com/20000academy
There is no need to start from scratch, when a practical and
proven approach to defining and creating the Service Catalogue
exists.
4
©2017 20000Academy www.advisera.com/20000academy
• Defining services and Service Catalogue structure
• Important elements of the Service Catalogue
• Activities of the Service Catalogue Management process
• Implementing the Service Catalogue
• Interfaces, benefits explained and biggest challenges
Agenda
5
©2017 20000Academy www.advisera.com/20000academy
Defining services 1/2
6
Service
Service
package
IT System
©2017 20000Academy www.advisera.com/20000academy
Defining services 2/2
7
Customer-facing services
Se
rvic
e C
ata
log
ue
Supporting services
Service 1 Service 2 Service 3
Customer A
Service I Service II Service III
Customer B Customer C
©2017 20000Academy www.advisera.com/20000academy
Service Catalogue structure
Business
Process 1
Business
Process 3
Service E
Business Service Catalogue
Technical Service Catalogue
Business
Process 2
Applications Data Software Hardware
Service A Service B Service C Service D
©2017 20000Academy www.advisera.com/20000academy
Important elements of the Service Catalogue
9
• Description of the services
• Interface to supporting services
• Interface to other processes
• Business impact of the services
• Service Level Management-related data
©2017 20000Academy www.advisera.com/20000academy
Activities of the Service Catalogue Management process
10
Service definition
• Agreeing
• Documenting
• Describing
Interfacing
•Service portfolio
•BRM and SLM
•Business
Producing and maintaining
• Service Catalogue
©2017 20000Academy www.advisera.com/20000academy
Implementing the Service Catalogue
11
All aspects and
details about the
service
Customer view
Technical view
©2017 20000Academy www.advisera.com/20000academy
Interfaces
12
Service
Catalogue
Management
Service Level
Management
Service Asset
and
Configuration
Management
Demand
Management Business
Relationship
Management
Service
Portfolio
Management
©2017 20000Academy www.advisera.com/20000academy
Benefits explained
13
• Customer satisfaction
• Central source of information
• Common understanding of the services
• Marketing tool
• Improved visibility of customer-facing, as well as supporting services
©2017 20000Academy www.advisera.com/20000academy
Biggest challenges in Service Catalogue Mgmt. implementation
14
• Unclear definition of services
• Inaccuracy of data in the catalogue
• Circumvention of the use of the Service Catalogue
• Quality of the information in the Service Catalogue
©2017 20000Academy www.advisera.com/20000academy
Conclusion
15
Don't underestimate the importance of the Service Catalogue. It’s a “shopping cart” for your customers, and their willingness
to order your services depends on it.
Branimir Valentic
Q & A
Thank you! www.advisera.com/20000academy/webinars/
