1. BMC Business Service Catalog
Transformation Service
Transform your service catalog to effectively support critical business services and the
technical services that support them.
BMC GLOBAL SERVICES
Key Activities
» Define four critical business
services and up to 20
underlying technical services
» Describe four services for
use within the service catalog
» Develop a service catalog
management process with
key stakeholders
» Provide a roadmap to service
portfolio management
Key Benefits
» Provide visibility into critical
business and technical
services
» Define business and
technical services as a pre-
requisite to both Cloud
Computing and IT Business
Management initiatives
» Foster a “service-oriented”
mindset amongst key staff
» Detail key business and
technical services to drive
supplier consolidation across
services
» Provide foundation for
continued business value
and customer satisfaction
Business Challenge
The business is demanding that IT provide an ever-increasing array of disparate services — ranging from
on-boarding to virtualized servers to social media interfaces to mobile device management. At the same
time, IT management is expected to provide increased transparency into service priorities and service costs.
Providing services and related support on a reactive basis is no longer viable. What is required is complete
business service transformation, including an effectively planned and proactive service catalog.
The service catalog provides the central source of IT services to the business. It is often the “face” to IT’s
broadest customer base. The service catalog enables IT to transition from a reactive, “break fix” culture to
one in which services provided are aligned with business value. Not only can a transformed service catalog
bring increased transparency and value, but, if effectively designed, it can help IT distribute its workload out
to a self-service user community, resulting in improved resource efficiencies.
ITIL
®
defines a service catalog as “… a central source of information on the IT services delivered by the
service provider organization. This ensures that all areas of the business can view an accurate, consistent
picture of IT services, their details and their status”. The roadmap to providing this “consistent picture” is
achieved most effectively when industry-wide, best-practice experience is leveraged.
When making the investment in any Business Service Management (BSM) initiative, the effective
transformation of the business service catalog provides a foundation for measured success.
The BMC Approach
BMC follows a prescriptive approach to building a service catalog as part of a larger IT Business
Management initiative. This approach is designed to drive value in a reasonably short timeframe, while
defining a roadmap of required activities to drive long-term benefits.
An initial engagement, usually between eight and ten weeks, will focus on:
» Reviewing best practices for the IT Business Management initiative
» Identifying four business services and up to 20 underlying technical services
» Identifying the key characteristics of each service in a consistent manner as a model for expansion
» Providing a roadmap of additional activities to drive incremental benefit
Who should be involved?
» Executive sponsor or individual able to represent the CIO or CTO’s objectives for BSM , including the
relationship to business needs and initiatives
» Service level managers with relationships to key business leaders
» Service owners

2. Related Services
» Process Audit –
o Identify and document
your objectives
o Conduct a detailed
process review and gap
and risk analysis
» IT Business Management
Deployment Services –
o Effectively deploy BMC
Demand and Resource
Management, BMC IT
Controls Management,
BMC IT Financial
Planning and
Budgeting, BMC
Service Cost
Management, and
BMC Supplier
Management
o Build cost models for
the identified business
services within BMC
Service Cost
Management
» IT Service Management
Process and
Organizational Alignment
Services
o Align your service
delivery process and
supporting organization
to the services you have
defined
» Leadership from the service desk function
» Process owners, including the configuration management/CMDB expert to ensure a consistent design
of the service catalog data model.
» Representatives from the IT finance function
Deliverables
The primary deliverables provided during this initial engagement are:
» Service catalog (version 1), including the following data model key attributes:
o Service warranty
o Service key performance indicators (KPIs)
o Supporting and/or integrated services
o Service cost elements
o Service customers and users
» Service catalog management processes
» Roadmap for version 2 and version 3 of the service catalog to include:
o Descriptions of additional services to be included in scope
o Integration with — and population of — services into the BMC Atrium CMDB
o Recommendations for service consolidation
Figure 1. Service Catalog Architectural View
For More Information
For more information about the BMC Business Service Catalog Transformation Offering, please contact
BMC Consulting Services.
*200656*BMC, BMCSoftware, andtheBMCSoftware logoaretheexclusivepropertiesof BMCSoftware,Inc., are registeredwiththeU.S. Patent andTrademark Office, and
may beregisteredorpending registration inothercountries. All otherBMCtrademarks, servicemarks, andlogosmay be registeredor pendingregistrationinthe U.S.
or inothercountries. ITILis aregisteredtrademark, anda registeredcommunitytrademark of theOfficeof Government Commerce, andis registeredintheU.S.
Patent and Trademark Office. All other trademarks or registered trademarks are the property of their respective owners. © 2011 BMC Software,
Inc. All rights reserved. Origin date: 03/11
BUSINESS RUNS ON I.T.
I.T. RUNS ON BMC SOFTWARE.
Business thrives when IT runs smarter,
faster, and stronger. That’s why the most
demanding IT organizations in the world
rely on BMC Software across distributed,
mainframe, virtual, and cloud
environments. Recognized as the leader
in Business Service Management, BMC
offers a comprehensive approach and
unified platform that help IT organizations
cut cost, reduce risk, and drive business
profit. For the four fiscal quarters ended
December 31, 2010, BMC revenue was
approximately $2 billion. Visit
www.bmc.com for more information.