1. ITIL Service Catalogue Management
Duration: 3 Weeks
Location: Dubai, UAE
Summary: Developed detailed business services and technical services catalogues in tandem with a new IT cost
model for a hospitality industry leader based in Dubai, UAE.
Background: A major hotel chain (Hotel A)
planning for significant growth sought
operational efficiencies and improved business-
facing IT services in conjunction with increased
transparency in IT costs. Hotel A’s IT services
traditionally included a mixture of centralized
and business-unit specific services that created
a major challenge to transparency and
chargeback of IT costs.
Activities: The first step was to create an IT
services hierarchy decomposing higher level
services into component technical services.
The catalogue provides two essential views:
one for business to give IT customers an
unambiguous view of the services offered by IT;
and the second view for IT to detail the underpinning technical services that comprise each business service.
When a business service is selected, IT has a clear view of the technical service components to be performed and
can better track results. Also, created Service Level Agreement (SLA) requirements to solidify service delivery
expectations. Next, an activity based cost model was created to align costs with the IT services.
Figure 2 – Generic Activity Based Costing methodology
Results: The business service catalog provides Hotel A management with unambiguous IT services and
transparency to business customers. Service expectations can be better managed through increased
accountability and clarity. The cost model provides a basis for improving internal accounting and billing practices
through alignment with the activity based costing methodology. Together, the service catalog and cost model
provide business greater flexibility to select IT services and plan for future growth. Outsourcing options can now
be considered with increased confidence in the service details and costs to be expected.
For more information, please contact David Frazier, PMP, ITIL, IS&T Management Consultant at
david.frazier@karistem.com.
Identify Activities
(e.g., Technical
services)
Estimate costs
for activities and
cost objects
Assign costs to
activity cost
pools
Calculate activity
cost driver rates
and assign to
cost objects
Figure 1 - Typical service catalog with service details and SLAs