The Service Catalog (eBook)

Foreword 6
Acknowledgements 8
Introduction 12
Chapter 1 Setting the scene 16
1.1ITIL and the service catalog 16
1.2Why a service catalog 17
1.3Business benefits of the service catalog 19
1.4We need a service catalog. Make it happen! 19
1.5Qualifications and standards 20
Chapter 2 Definition and basic concepts 26
2.1Users and customers 26
2.2Utility and warranty 26
2.3What is a service? 27
2.4The service catalog 31
2.5Service records 34
2.6The service portfolio 39
2.7The basics - twelve guiding principles 45
Chapter 3 The service catalog 48
3.1Service catalog types 48
3.2The actionable service catalog 51
Chapter 4 Framework for creating 60
4.1Introduction 60
4.2Framework overview 61
4.3Initiation 62
4.4Planning 66
4.5Execution 70
4.6Operations 73
Chapter 5 Design and development 76
5.1Basic activities 76
5.2Service catalog schematic 76
5.3IT service catalog design 78
5.4Business service catalog design 85
5.5Customer service catalog design 87
5.6Actionable service catalog design 89
5.7Examples 91
Chapter 6 Management and organization 98
6.1Service catalog management process 98
6.2Service catalog management process flow 101
6.3Service catalog audit process 102
6.4Request fulfillment 104
6.5Service level management 107
6.6Interfaces with ITIL or ITSM disciplines 121
6.7Ownership and roles 122
6.8Service packages 128
6.9Cost recovery and charge back 129
Chapter 7 Technology 132
7.1Developments 132
7.2Technology considerations 134
7.3To build or buy a service catalog 138
Epilogue 144
Appendix A. Basic concepts for IT service management 146
Appendix B. Example - A Visit to the doctor 162
Appendix C. Acronyms 166
Appendix D. Frameworks 168
Sources 174
Index 176