| Define and publish available services; | | | | service catalogue. |
| Standardized the service fulfillment processes. | | | | Investigation & Analysis: Document and inventories the |
| Establish achievable service levels; | | | | existing infrastructure capability;. |
| Determine the associated costs; | | | | Service Class Development: Review the current IT |
| Manage performance; | | | | configurations being delivered; clarify the business |
| Make a difference. | | | | requirements; develop the formal IT Service Classes. |
| Customer Alignment & Demand Management | | | | Include cost and capacity management aspects, Small |
| The focus of the IT infrastructure catalogue is the | | | | business consulting services Define KPI's that will allow |
| customer service expectation. This clear definition of | | | | measurement of performance. |
| 'service' provides the basis for a balanced negotiation | | | | Publish the Catalogue: Present the developed IT |
| with regards to the trade-offs of cost and the breadth | | | | Service Classes as the IT Infrastructure Service |
| and quality of services. | | | | Catalogue to the stakeholders and attain buy in. |
| The result of these efforts is an ongoing | | | | Feedback & Review: Following the adoption of the |
| communication between the business units and IT that | | | | initial IT Service Classes, review how the IT |
| enables IT to deliver instant value, ensuring quicker time | | | | infrastructure service catalogue is performing and |
| to market, measurable SLA compliance and ultimately | | | | define processes for maintaining the catalogue by |
| improved customer satisfaction. Customer demand will | | | | incorporating new customer requirements. |
| drive the actions and choices that produce alignment. | | | | Conclusion |
| Measure it | | | | An IT infrastructure service catalogue can drive the |
| The ability to accurately measure the value | | | | service strategy (have SLA's), the cost model (keep |
| performance of the service delivery enables IT to | | | | them low) and charge model (get your investments |
| adapt to changing business conditions, Information | | | | back), as well as standardize IT services (ease of use) |
| Technology Consulting and apply resources in the | | | | to support business processes (be agile). A focused |
| most optimal way. | | | | project team can assess and analyze today's IT |
| How can an IT infrastructure service catalogue be | | | | infrastructure service delivery capabilities, small |
| developed? | | | | business technology consulting and business |
| | | | | requirements. Subsequently they can embark into |
| Capture and publish the existing capabilities | | | | capturing new and upcoming requirements as well as |
| Review what IT delivers today and formalize these | | | | establishing the methodology for continuing to develop |
| offerings as a foundation for future services; | | | | and maintain the Service Catalogue. |
| Involve and interview existing users; | | | | The good news is, that proven methods and practices |
| Clarify the attributes of service requirements; | | | | to achieve transformation of IT service delivery into a |
| Introduces the concepts behind an IT infrastructure | | | | true business asset exist. |