How to build an integrated and actionable IT Service Catalog

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This presentation provides a lower level of detail on how to build a n IT service catalog than provided by ITIL V3. It augments thinking in this area based on 25 years of building Service Catalogs

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How to build an integrated and actionable IT Service Catalog

  1. 1. How to Build an Integrated and Actionable IT Service CatalogMartin BoyleIT Perceptionsmboyle@it-per.com 1
  2. 2. Current SituationOver 95% of Service Catalogs:• Simply describe the offerings of various technology teams• Have no clear definition of how services are actually delivered (through service mapping)• Fail to meet user and business needs 2
  3. 3. ITIL V3 position• V3 puts the Service Catalog centre stage• The V3 examples provided are much the same as ITIL V1 (in 1986) when I wrote the first Service Level Management ITIL Book with Hans Dithmar• In V3, services are shown as simply being under-pinned by technologies 3
  4. 4. Complication• IT professionals are seeking methods to build a meaningful IT Service Catalog as the IT shop window• With limited practical guidance Service Catalog confusion exists• Software and books only provide partial solutions 4
  5. 5. 12 tips from 25 years of building Service Catalogs1. Use value chain thinking (Porter, Charles Betz) toidentify the components in service delivery2. Assume your IT staff are likely to leave so document allkey aspects (service components) associated with servicedelivery 5
  6. 6. 12 tips on building a successful Service Catalog3. Use service record templates (we use seven servicecomponent types) to define aspects of service delivery4. For each defined service, identify all of the servicerecords required and create a delivery map 6
  7. 7. 12 tips on building a successful Service Catalog5. Use your development methodology as the basis of theproject plan together with a proven reference model6. Ensure users shape the format, service groupings andtext in the Service Catalog7. Have incremental releases of the mapped ServiceCatalog rather than a big bang 7
  8. 8. 12 tips on building a successful Service Catalog8. Learn from good examples of Service Catalogs9. Keep SLA and Charging aspects separate, but linked10. Use outsourcing contracts as useful input to ServiceCatalog thinking 8
  9. 9. 12 tips on building a successful Service Catalog11. Categorize the top 25 most frequently used services,fully map them and issue the Catalog, then the next 25followed by a release, and so on..12. Use automation and lean thinking to improve andremove waste from processes, eg Toyota 14 Principles 9
  10. 10. Service Catalog Reference Model• Provides a framework for analysis of ‘current state’ and ‘end state’ Service Catalog design• Ensures key aspects are properly considered• Forms part of your project plan 10
  11. 11. Service Architecture• A taxonomy for service components and sourcing strategy development• A proven basis for service mapping• A link to Enterprise Architecture 12
  12. 12. I hope that this has been helpful .. Please contact me or my team for a Service Catalog Audit or help in building an actionable Service CatalogMartin BoyleIT Perceptionsmboyle@it-per.com 14

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