Order up!Order up!

How to Build a Service CatalogHow to Build a Service Catalog

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A Service Catalog is … A Service Catalog is …

The services being provided, a summary of their characteristics and details of the Customers and maintainers of each.

Single source of consistent information on all agreed services

A simple, concise description of the services you provide from the customer and user perspective. Nothing more, nothing less!

The services being provided, a summary of their characteristics and details of the Customers and maintainers of each.

Single source of consistent information on all agreed services

A simple, concise description of the services you provide from the customer and user perspective. Nothing more, nothing less!

What is a Service?What is a Service?

One or more IT systems which enable a business process

A means of delivering value to customers by facilitating outcomes the customers want to achieve without the ownership of specific costs or risks

One or more IT systems which enable a business process

A means of delivering value to customers by facilitating outcomes the customers want to achieve without the ownership of specific costs or risks

How do you define a service?How do you define a service?

A good starting point is often to ask Customers which IT Services they use and how those services map onto their business processes. Customers often have a greater clarity of what they believe a service to be.

A good starting point is often to ask Customers which IT Services they use and how those services map onto their business processes. Customers often have a greater clarity of what they believe a service to be.

Defining the ServiceDefining the Service

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Relationship between SC, SLM, and SR

Relationship between SC, SLM, and SR

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Service vs Service RequestService vs Service Request

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PublishPublish

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Mature the Service DefinitionMature the Service Definition

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Mature the CatalogMature the Catalog

Add service components Internal vs External Tie to service requests and provisioning.

Automation!

Add service components Internal vs External Tie to service requests and provisioning.

Automation!

ExamplesExamples

UNC http://its.unc.edu/services.html Georgia Tech http://www.oit.gatech.edu/services/overview.cfm Notre Dame http://oit.nd.edu/services/ The University of Kansas http://technology.ku.edu/services/ State of North Carolina

http://www.its.state.nc.us/ServiceCatalog/index.asp Purdue http://www.itap.purdue.edu/service/catalog/index.cfm Texas State http://www.tr.txstate.edu/ser-cat.html Indiana University http://uits.iu.edu/ Stanford

http://www.stanford.edu/dept/its/cgi-bin/services/catalog/general/ Harvard http://www.fas-it.fas.harvard.edu/services/catalog Emory University http://it.emory.edu/catalog/

UNC http://its.unc.edu/services.html Georgia Tech http://www.oit.gatech.edu/services/overview.cfm Notre Dame http://oit.nd.edu/services/ The University of Kansas http://technology.ku.edu/services/ State of North Carolina

http://www.its.state.nc.us/ServiceCatalog/index.asp Purdue http://www.itap.purdue.edu/service/catalog/index.cfm Texas State http://www.tr.txstate.edu/ser-cat.html Indiana University http://uits.iu.edu/ Stanford

http://www.stanford.edu/dept/its/cgi-bin/services/catalog/general/ Harvard http://www.fas-it.fas.harvard.edu/services/catalog Emory University http://it.emory.edu/catalog/