Introducing IT Service Management Using a Core Service Catalogue

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.

Warning:

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.