We have kicked off a project to build a Core Services Catalogue last week. This is part of our journey to introduce IT Service Management (ITSM) to our AUS IT and Academic Computing teams. I am looking forward to see what our IT teams come up with as a list of services. We will be able to build on the work we did to create a Service Coverage Matrix. The list of services should be the seeds for the client facing service definitions in our initial core service catalogue.
IT folks bump into a big challenge when building a Core Service Catalogue. While most of us in IT can articulate the technical requirements for a service, we struggle when we have to articulate client facing services. If you are leading the creation of a service catalogue or creating service definitions, really take the time to ask the question: What would our customer want to know? If you do this, you should get a set of questions like:
- What is this Service?
- What does the Service include and what does it NOT include?
- Who has access to use this Service?
- When is the Service available?
- What do I do if the Service is unavailable?
- If a Service is unavailable, when will it be restored?
Here are the categories we use in a Service Definition:
- Service Description – a short description of the service, what activities it includes and what activities it does not include
- Service Characteristics – Operating hours, who has access to the service and who does not
- Service Level Objectives – service level targets, this may include multiple targets
- Customers of the Service
- Business Processes Enabled by the Service
- The Customer’s Role
- How to Access the Service
I will post later about the Service Level Taxonomy we adopted and some tips on making the Core Service Catalogue customer facing.