The Power of the Core Service Catalog Michele Morrison and Brian Hosier EDUCAUSE – Wednesday, October 19, 2005 Copyright Michele Morrison 2005. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.
In most organizations it should cover 80% of your clients support requirements
Part of an overall SLM strategy
Starting point to define specific SLAs for clients with differing support requirements
Service Level Management Service Desk / Service catalog SLA SLA SLA SLA Staff Faculty Students Tenants PC NET LAB APP Clients IT Services OLA – Operational Level Agreement UC – Underpinning Contracts Vendors