We discussed Who is Your Customer? in my previous post, now it is time to start to think about what services we deliver to our community. After running an exercise on identifying our customers and the categories they fit in, we started to work on the services we deliver to our University community.
The IT Infrastructure Library defines this as Service Catalogue Management with a definiton of:
The objective of the service catalogue management is to provide consistent information about all agreed services to all authorized persons.
ITIL describes two aspects of service catalogues – Business Service Catalogue and Technical Service Catalogue.
Business Service Catalogue : describes the details of a service especially the relationship with the business units and the business processes. The business service catalogue represents the customer view on the service catalogue.
Technical Service Catalogue : defines the relationships between the supported services, applications and technical components. The technical service catalogue underpins the business service catalogue, but is not part of the customer view.
We discussed the difference between Client Facing Services (business) and Technical Services. We will be focusing on Client Facing Services to help us build our first Client Service Catalogue.
So, what Service Categories do we provide? We broke the group into teams and asked them to follow these steps:
- Brainstorm a list of services
- Group the common services into service categories
- Consider whether the service and service category is client facing or technical
- Outcome: Service categories sorted into client facing and technical
We had a great discussion and worked through some philosophical differences about what the categories should be called.
This is the final list of Client Service Categories that we will be proceeding with (in alphabetic order):
- Collaboration and Communication
- Devices and Software
- Email and Messaging
- IT Security and Identity Management
- Learning and Teaching
- Service Desk
Our next step will be to build out individual Service Definitions that fit into each of the Service Categories above. I will write a new post on the work we are doing to define Service Definitions.