Service Catalogue Management provides and maintaines a central and consistent information source for all operative services and ones, which are within the pipeline. Further it provides all authorized people and functions for those services.
Scope
Service Catalogue Management allignes the Service Portfolio with the Service Catalogue. This supports providing the right services at the right time to customers of an IT Service Provider. Further the Service Catalogue is maintained, e.g. in case services are outdated or needs to be updated based on policies or changed requirements. Supporting, for customers not visible, services are handled the same as the visible End-to-End services.
As an IT Service Provider might have multiple customers, Service Catalogue Management provides a dedicated customer-oriented view on the provided services:
Activities
Service Catalogue Management contains the following Key-Activities:
- Creation and maintenance of the Service Catalogue in correlation to the Service Portfolio
- Collaboration with Business Relationship Management and Service Level Management to provide an sufficient business view
- Allignment and documentation of service definitions and -descriptions for every service
- Collaboration with Service Portfolio Management to allign the content of the Service Catalogue with the Service Portfolio
- Collaboartion with Support-Teams, Suppliers and Service Asset and Configuration Management to identify dependencies between customer directed services, supportive services and components
- Collaboration with business and IT Service Continuity Management to identify dependencies between customer directed serivces, business areas and business processes
Critical Success Factors
The given items are examples:
- CSF: An existing and accurate Service Catalogue
- KPI: Amount of services, within the Service Catalogue, which are transferred to Service Operation
- KPI: Reduction of deviation between Service Catalogue and provided serviceses
- CSF: Awareness of business users for delivered services
- KPI: Integrity and completeness of business-views
- KPI: Access to Service Catalogue from the intranet
- CSF: Awareness of IT employees for supporting technologies for the provided services
- KPI: Completeness of the IT view
- KPI: % of Incidents, which are correctly alligned to services