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.

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2 thoughts on “Introducing IT Service Management Using a Core Service Catalogue”

  1. IT service catalogs are also great for building rapport with the end user community. A big breakdown in communication between IT and end users is expectations. When the user does not know what is expected from IT, they set their own expectations.

    IT service catalogs can describe services in clear, concise terminology. So no matter who the end user is, it can help them to better understand what services are available to them, and how they will be executed.

    1. Thanks for the comment. I agree with your suggestion about buiding rapport with your community. Our goal will be to have some kind of user sign-off on our services whether from an IT Governance commmittee or by the directly impacted user.

      Our service for Student Dormitory Computer Lab Support was negotiated with the Director of Student Dormitories and then mutually signed off. It was an excellent collaboration.

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