Notes: Service Delivery, Service Level Management, Page 33 Section 4.4 Implementing the process Section 4.4.1 Product a Service Catalogue, raises the question of What is a Service? The slide takes the definition from the book. A ‘service’ can be made up of other ‘services. IT staff often confuse a ‘service’ as perceived by the Customer with an IT system. The Service Catalogue may define a hierarchy of services, qualifying business service/infrastructure service/network service/application service. The Catalogue may be a matrix.
This is the executive business customer perspective. They see the portfolio of available services with their own view of the Service Catalog This view has both service offerings and service agreements. Service offerings are packages such as app hosting, SAP financial services, desktop computing – that are made up of specific IT services provided by the IT silos like messaging, telco, storage, etc. And they have service agreements and invoices for these service offerings, with the ability to forecast demand and manage budgets. Let’s see how this structure gets used in a real life case study.