| Firstly let's look at what ITIL defines as a service: 'A | | | | understanding of any common terminology your |
| means of delivering value to customers by facilitating | | | | customers are using and help to understand any key |
| outcomes customers want to achieve without the | | | | issues your customers may have with the current |
| ownership of specific costs and risks'. | | | | inventory of services and help to clarify any points to |
| In context a Service Catalogue provides much the | | | | make it more simple to understand? You can do this |
| same experience as dinning out at a restaurant: When | | | | by using a simple online survey. |
| you walk into a restaurant and sit down, a waiter will | | | | 3. Understand how are you currently managing your |
| provide you with a menu; this is a list of the predefined | | | | Service Requests? Is there currently a predefined list |
| meals and food options offered to you as a customer. | | | | of Service Requests available to your customers? |
| You browse the menu options and make your | | | | There is normally a linkage between the Service |
| selections based on your appetite at that time. Once | | | | Requests you offer to your customers and the overall |
| your order is taken it makes it way to the chefs in the | | | | Services you provide to your customers, spending time |
| kitchen. The chefs will then use a 'recipe' and | | | | to understand the linkages between services and a |
| predefined method of preparing the specific option you | | | | predefined inventory of service requests will help you |
| have chosen from the menu. | | | | to understand your overall scope and levels of |
| Your selection will include a pre-defined set of | | | | inter-dependencies. |
| ingredients and a predefined method to preparing your | | | | 4. Understand how you currently implement new IT |
| meal. In context a Service Catalogue is no different. | | | | components/new service/s into the IT infrastructure in |
| You will choose your specific IT Service from the | | | | detail? Do you have a predefined method and |
| Service Catalogue, the specific components included | | | | consistent approach to on-boarding new services? |
| within the Service are combined together and | | | | Are there existing processes in place? And more |
| delivered to you via a predefined set of methods and | | | | importantly are they being followed? Or is each new |
| processes. The customer experience is determined on | | | | service implemented in a bespoke nature? If there is a |
| how well an organisation (or a restaurant for that fact) | | | | predefined process to implement new services into |
| is prepared prior to the offering being made available. | | | | the IT infrastructure make sure it includes an activity to |
| 5 Key Considerations When Preparing to Establish | | | | update the Services Catalogue. If there is no predefine |
| your Services Catalogue | | | | method or process to implement new services, as part |
| Use the following key considerations to help you frame | | | | of your new Service Catalogue initiative ensure you |
| up your scope and uncover some of the key | | | | include an 'Update the Services Catalogue' activity |
| requirements to establishing a new or enhancing your | | | | within your scope. |
| existing Services Catalogue. | | | | 5. Understand the current reporting capabilities with |
| 1. Consider the Scope and Scale - If you have a large | | | | regard to your services - What is currently being |
| Enterprise IT Infrastructure and you are starting at | | | | measured around Fulfillment of services? How do you |
| ground zero, my suggestion is not to attempt this all at | | | | measure Customer Satisfaction? Are there SLA's in |
| once in one go, it's important to start at the very top, | | | | place to measure this? How are they performing? |
| the highest level of what your services are about. eg: | | | | Take your time to work through answering these |
| Network Services, Application Services, Professional | | | | questions, the answers will provide you an |
| Services, Desktop Services. Once you have | | | | understanding of 'Where you are now' with regards to |
| established the high level services, take some time to | | | | your services Catalogue Maturity and provide you with |
| work through the next levels of detail. | | | | an understanding of the amount of effort required to |
| 2. Ask your customers 'What services do they believe | | | | effectively enhance your Services Catalogue and give |
| they are receiving from IT?' do they understand the | | | | your customers and greater level of service. |
| services IT is providing? By doing this you will get an | | | | |