This document discusses creating a service catalog to provide a common language for all service management activities like request and support. It recommends identifying the organization's services including business services, basic offerings, and specials. Services should describe the utility and warranty in a way customers understand. The document provides approaches to identify services and next steps to define technical services, service instances, and relate requests to supporting services.

1. Service Catalog

2. Service Catalog
Business Services
INCIDENT KNOWLEDGE
MANAGEMENT MANAGEMENT
REQUEST PROBLEM
MANAGEMENT MANAGEMENT
PROJECT & PORTFOLIO IDENTITY
MANAGEMENT REQUEST & MANAGEMENT
SUPPORT
ASSET CHANGE & RELEASE
VENDOR MANAGEMENT MANAGEMENT APPLICATION
MANAGEMENT AUTOMATION
SERVICE SERVICE LEVEL
CATALOG MANAGEMENT
FINANCIAL SERVER
MANAGEMENT AUTOMATION
PLAN & INTEGRATE & PROVISION &
GOVERN ORCHESTRATE CONFIGURE
HUMAN CAPITAL NETWORK
MANAGEMENT AUTOMATION
DASHBOARD & DISCOVERY &
ANALYTICS DEPENDANCY
CLIENT
COMPLIANCE & POLICY EVENT & IMPACT MAINFRAME
AUTOMATION
MANAGEMENT MANAGEMENT AUTOMATION
MONITOR & ENTERPRISE SCHEDULING
CAPACITY OPERATE & WORKLOAD AUTOMATION
MANAGEMENT
APPLICATION PROBLEM
STORAGE RESOLUTION
MANAGEMENT MIDDLEWARE
DATA
MANAGEMENT MANAGEMENT
PERFORMANCE &
AVAILABILITY MANAGEMENT
IT Resources

3. Service Catalog
Strategical document
What Services to offer
What added value do these bring to the business
Create a common language
All Request and Support activities are related to
Services
Integrate your service management activities
Design, provision, support and monitor your
Services

4. Challenges
We should already have a Service Catalog
Reverse engineer your Services
What is a Service?
How do we identify our Services?

5. What is a Service
According to ITIL V3
Delivers added value to your customer
Improving performance
Removing constraints
Describes functionality (utility) and conditions
(warranty) in a language the customer understands
Building blocks of a Service are Service Assets
Infrastructure, Applications, People, Organization, Processes

6. Service Categories
Business Services
Directly support business processes of your customer
Basic Offerings
Basic IT functionality, prerequisite for using other
services
Specials
Available upon request, not part of regular offerings

7. The easy ones:
Business Services Basic Offerings Specials
?? Network & Internet
Special Events
Connectivity
Email & Equipment Rental /
Collaboration Lending
File, Print & User
Management
Personal
Computing
Telephony
Service
Management

8. Business Services
Identify your organizations value chain
Define one service per business process

9. The approach
Indentify your Services
Business Services
Basic Offerings
Specials
Describe these Services
Utility
Understandable
Make this information visible / available
Interact with your customer
Agree warranty
Manage expectations
Identify Service assets
Populate the CMDB

10. Next Steps
Identify Technical Services
Supporting other Services / Prerequisites
Only visible for the IT Organization
When do we need them?
Internal / External delivery of Services
Need to agree, manage and report on warranty
Identify Service Instances
Different versions of the same service for one
customer
Different Service Assets
Need to breakdown per Country / Region
Different Default Groups
Different Service Owners

11. Services in APM 10.1
Business Service / Technical Service
Business Services -> SLA
These are visble on SR form when selecting a customer
Technical Service -> OLA or UC
These are visible on SR form when selecting generic
requester ‘OPERATOR’

12. Services in APM 10.1
Service instances

13. Services in APM 10.1
Related Requests
Incidents on Supporting Service(s)