Choose a service type from Table 21.1 (Service Management chapter under the Service Catalog Management Section; this does not refer to figure 21.1) that you think applies to WW and discuss how the CIO might manage its performance in the current Wobbly Wheels operating environment.    Service Catalog Management In simple terms, service catalog management is a menu or catalog of services provided by the IT department. It essentially captures different services, categories, approval details, cost information (if applicable), and expected turnaround time for resolution or service. Turnaround time is one of the critical performance parameters for the service delivery organization. It is published to customers being serviced and tightly coupled with the service desk processes and OLAs with other delivery organizations. A typical list of services is illustrated in  Table 21.1 . A sample entry for e-mail service in the service catalog is illustrated in  Table 21.2 . Table 21.1:  Typical List of Services  Open table as spreadsheet Service Type Provisioning Medium and Processes Measurement Communication Mail, messenger, and broadcast services Uptime, capacity, and performance Desktop management Configuration and upkeep of standard workstation image Patching, compliance and performance Productivity tools Document, spreadsheet, presentation, and process management tools Patching, integration, and performance Network access Access to organization's systems over local, metropolitan, and wide area networks Uptime and performance Remote access Remote access mechanism for troubleshooting, knowledge sharing, and presentation Authorization, authentication, and availability Internet/intranet Restricted and unrestricted access to authenticated and white-listed domains inside and outside of the organization Uptime and performance Identity and access management Managing users, their profiles, personalization, and ease of access to business systems through single-sign-on configuration Authorization, authentication, availability, and self-service Threat management Protecting business systems from vulnerabilities and attacks Infections, threats, vulnerabilities, patching, and compliance Backups and archiving Ensuring high availability of information from disasters and data losses Backup success, recoverability, and restoration Table 21.2:  Sample Entry for E-mail Service in the Service Catalog  Open table as spreadsheet Service Name E-mail Service Availability 24 hours/7 days a week Eligibility Full-time employees and authorized contractors, standard desktop access, andactive employment status on corporate HR management system Service Creation Automatic creation on the basis of employment entry and inactivation upon termination of employment services as recorded in the HR management system Service Support Service desk through published contact mechanisms Cost Charge-back component of IT services Service Availability 99.9% excluding scheduled outages every other Satu.

1. Choose a service type from Table 21.1 (Service Management
chapter under the Service Catalog Management Section; this
does not refer to figure 21.1) that you think applies to WW and
discuss how the CIO might manage its performance in the
current Wobbly Wheels operating environment.
Service Catalog Management
In simple terms, service catalog management is a menu or
catalog of services provided by the IT department. It essentially
captures different services, categories, approval details, cost
information (if applicable), and expected turnaround time for
resolution or service. Turnaround time is one of the critical
performance parameters for the service delivery organization. It
is published to customers being serviced and tightly coupled
with the service desk processes and OLAs with other delivery
organizations. A typical list of services is illustrated in
Table 21.1
. A sample entry for e-mail service in the service catalog is
illustrated in
Table 21.2
.
Table 21.1:
Typical List of Services
Open table as spreadsheet
Service Type
Provisioning Medium and Processes
Measurement
Communication
Mail, messenger, and broadcast services
Uptime, capacity, and performance
Desktop management
Configuration and upkeep of standard workstation image
Patching, compliance and performance
Productivity tools
Document, spreadsheet, presentation, and process management

2. tools
Patching, integration, and performance
Network access
Access to organization's systems over local, metropolitan, and
wide area networks
Uptime and performance
Remote access
Remote access mechanism for troubleshooting, knowledge
sharing, and presentation
Authorization, authentication, and availability
Internet/intranet
Restricted and unrestricted access to authenticated and white-
listed domains inside and outside of the organization
Uptime and performance
Identity and access management
Managing users, their profiles, personalization, and ease of
access to business systems through single-sign-on configuration
Authorization, authentication, availability, and self-service
Threat management
Protecting business systems from vulnerabilities and attacks
Infections, threats, vulnerabilities, patching, and compliance
Backups and archiving
Ensuring high availability of information from disasters and
data losses
Backup success, recoverability, and restoration
Table 21.2:
Sample Entry for E-mail Service in the Service Catalog
Open table as spreadsheet
Service Name
E-mail
Service Availability
24 hours/7 days a week
Eligibility
Full-time employees and authorized contractors, standard
desktop access, andactive employment status on corporate HR

3. management system
Service Creation
Automatic creation on the basis of employment entry and
inactivation upon termination of employment services as
recorded in the HR management system
Service Support
Service desk through published contact mechanisms
Cost
Charge-back component of IT services
Service Availability
99.9% excluding scheduled outages every other Saturday from
12 midnight until 3 a.m.
Account creation and updates within 48 hours of employment
status changes
Quota/capacity based on designation and specialized needs
Restoration based on severity of outages
Other services provided in the catalog can include extension to
the basic IT services, such as application services (support
processes for enterprise resource planning and customer
relationship management systems) and specialized services for
projects and technology architecture management.