The document discusses the importance and benefits of service catalogs in IT management, highlighting various types such as business, technical, and request catalogs. It emphasizes the processes of identifying services, building catalogs, and integrating them with technology to enhance IT operations. Additionally, it outlines strategies for maintaining effective service catalogs and the significant role they play in delivering value to customers.

1. IT Management, Simplified
Real-time IT management solutions for the new speed of business

2. The Science Behind Service Catalogues
Build It From the Ground Up
With James Gander

3. About James
James is an ITIL accredited service management and IT operations management consultant with
over 20 years of experience in IT which includes managing, mentoring and leading IT support
teams in the UK, India and New Zealand. He has worked in various sectors including utilities,
media & broadcast, public health and tertiary education.
James uses his experience to assist organizations improve processes across Service Desks and IT
support teams, enabling continuous improvement whilst also delivering a stable operational
environment.
James is also an accomplished people manager, varying from small local teams to large multi-
national teams and is experienced in strategic thinking to drive improvements and change.
Email: james@gander.co.nz
Google+: GanderCoNz
Twitter: GanderSM
Facebook: GanderITSM
Web: www.gander.co.nz

4. You will Soon Discover
1. The value of Service Catalogues
2. The type of Catalogues
3. Integration with the Service Portfolio
4. How to identify your services
5. Where to start with building your Service Catalogue
6. How integrating your Service Catalogue with technology can help
you

5. The value of Service Catalogues
Why do you need a Service Catalogue?
Isn’t it just MORE documentation?
“We know what we do and so do
our customers.”

6. The value of Service Catalogues
Demonstrate the value IT provides
• Demonstrate what IT actually does:
o How many applications do you support?
o How many servers do you support?
o How many people are doing this?
o What value do these applications
o provide?
o How used / effective are the services?
In terms that the customer understands

7. Types of Catalogues
• Business Service Catalogue
• Technical Service Catalogue
• Request Catalogue

8. Business Service Catalogue
Business Service catalogues describe what you do and to what level
• Provides a list of services provided by IT to accomplish
business functions
• Describes WHAT IT provides and the agreed level of service
that IT and the customer have agreed upon

9. Technical Service Catalogue
• Primarily for internal use only
• Provides a list of services provided by IT to
accomplish a business function
and the technical information to
enable that
• Describes HOW IT provides the
service and the agreed level of
service that IT and the customer
have agreed upon
Technical Service catalogues help IT understand HOW they deliver the service

10. Request Catalogue
The Request Catalogue is just like a menu
• Provides a “menu” that the customer / user may select from
to receive additional or enhanced services

11. Type of catalogues
IT is nothing like a restaurant
Business Service Catalogue Technical Service Catalogue Request Catalogue
Food Kitchen, Ovens, Dishwasher, crockery,
cutlery, etc.
Pizza with ham, Pasta with chicken,
Steak, …...
Drinks Bar, Licence, Cellar, Fridge, glasses, etc. Beer, wine, cocktails, soft drinks…..
BYO Licence, corkscrew, glasses, etc. Corkage….
Function Room Lighting, tables, chairs, Sounds system,
etc.
Self catering, pizza, pasta, ...
Toilets Plumbing, etc. Ladies, Gents, Disabled, baby changing
facilities

12. Type of catalogues
Different catalogues provide different value to different people
Business Service Catalogue Technical Service Catalogue Request Catalogue
Accounts Payable ERP Application Server, ERP Database
server, CRM Server, File server, Email
server, router a, switches, j, k, l, printer
123
Accounts Payable, CRM
Distribution CRM Server, Email server, File Server,
Barcode scanning software, router b,
switches, j, m, p, barcode scanners
Barcode scanner, Distribution Application
Direct Marketing CRM server, file server, email server,
printers, design software, router a,
switches, j, k, p
Adobe Photoshop, Colour printer x,

13. Service Portfolio
Service Portfolios are more important that Project Portfolios
• How does the Service Catalogue fit in with the Service
Portfolio?

14. Identifying services
It’s all about what works for you and your customer
What is a Service?
ITIL® V3:
“ A means of delivering value to customers by facilitating outcomes that customers want to achieve without the ownership of
specific costs and risks”
What is a service in your organization?

15. Identifying services
What is the value of a service?
©Axelos

16. Identifying services
Learn to speak the same language
• Use terminology that your customer uses
o Accounts payable
o Workforce Management
o Payroll

17. Identifying services
Hold tight, there's no really easy way
• Where to start?
o Three ways
 Org chart / Business Processes
 Applications
 Gut feel / experience

18. Identifying services
Time is always against you
• Org chart / Business Processes
o Look at your company’s org chart
o Choose a business unit
o Ask them what they do / look at
previous projects documentation
o Write it down
o Hey Presto!

19. Identifying services
This might get scary
• Applications
o Produce a list of ALL applications in use in your
organization
o See who uses them
o Ask them why
o Write it down
o Hey Presto!

20. Identifying services
While confusing, this might shed light in areas you didn’t expect
• Gut feel / experience
o Talk to those in IT who have been
there the longest
o Ask them what IT supports
o Write it down
o Hey Presto!

21. Identifying services
It’s a bit like a lolly scramble
• A mixture - Lessons learnt by me
o Never a full list of business processes
o Business units never fully know what they do
o Never a full list of applications
o IT never know about everything
o Hey Presto! is never that easy

22. Identifying services
OBASHI Methodology
• Ownership (Stakeholders)
• Business Process
• Application
• System (Operating System)
• Hardware
• Infrastructure

23. Building the Service Catalogue
It doesn’t have to be big and shiny.
• Business Service catalogue
o Service name and description
o Owner (who can approve changes to the service)
o Business areas that consume the service
o Availability requirements
o Service Levels
o Criticality

24. • Technical Service catalogue
o Business Service
Catalogue PLUS
o Applications, Operating
Systems, Hardware &
Infrastructure
o Resiliency
o 3rd parties & support
agreements
Building the service catalogue
It’s better to know where you might fail

25. • Starting from scratch
• Brand new service?
Building the service catalogue
Treat it like a project
Initiation Planning Execution Operate

26. Maintenance
Change management is essential
• Update the catalogue whenever anything changes
• Perform regular reviews to ensure currency
• Its not just about IT

27. Integrating with technology
Technology is not essential but it can help
• Not essential! You could have you services written on a
piece of paper stuck to the wall.
• Monitoring
• Incidents
• Change Management
• Reporting

28. • Service Levels
• Budget & Accounting
• Availability
• Capacity
• Incidents
• Requests
Reporting
Use the Service Catalogue to report on what is important

29. Getting started with a service
catalogue
It will be worth it!
• Starting it is the hard part.
• Doing it is time consuming
• Maintaining it is essential
Thank you

30. ServiceDesk Plus
Align People, Process and Product for Effective IT
ServiceDesk Plus is a help desk
software with integrated asset
and project management built
on the ITIL framework
ITIL Framework
Project
Management
Asset
Management

31. A small demo

32. Benefits of the Service Catalogue
• Showcase all IT services offered
by your IT department
• Users can submit service
requests 24/7 from anywhere
• Enable multi-stage approval
process and SLAs for all requests
• Execute tasks in a sequential
manner by configuring task
dependencies

33. www.manageengine .com