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The itSMF UK Conference 2009 is upon us in Birmingham. Reading through the speakers the overwhelming theme seems to be based on the Service Catalogue.
Depending upon where you are on your ITIL journey Service Catalogue and Service Level Management is a key component to implementing successful Service Management.
In old ITIL v2 speak the Service Catalogue should be written in customer/business speak, so not in technical jargon.
ITIL v3 has improved on this and advises splitting the catalogue out into two. See below;
- The Business Service Catalogue - This contains details of all IT Services delivered to the Business (in Business speak and available to the Business if required)
- The Technical Service Catalogue - This expands the on the Business Service Catalogue with relationships to supporting services, shared services, components and Configuration Items necessary to support the provision of services to the Business (typically this is an internal document so it's not available to the Business).
The Business Service Catalogue should contain the relationships with business units and business processes that are supported by each IT Service. Typically these are in the forms of Service Level Agreements (SLAs).
The Technical Service Catalogue focuses internally on defining and documenting support agreements and contracts (Operational Level Agreements and contracts with external providers or third parties).
The following diagram courtesy of Rui Soares shows how the Service Knowledge Management System encompasses the Service Portfolio and Service Catalogue.
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