[
]
ITIL RSS Feed ADDTHIS
 
ITIL 2011 Books ITIL v4
ITILnews.com
Advert
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.
 
ITIL v3 Service Portfolio Service Catalogue
 
If you would like to comment on this article please use the comments box below.
 
 
You may also be interested in this article: ITIL V3 Technical Service Catalogue Multi-Suppliers
 
Be the first to leave a comment about the above article...
Please submit any comments you have about this article.

Your feedback will help add value to the content for other ITILnews.com visitors and help us develop the content for the benefit of all.

You will need to provide and verify your e-mail address but your personal information will not be published or passed on to others. To identify each post we take the part of your email address before the @ sign and use that as the identifier, so if you are john.smith@itilnews.com your post will be marked "by john.smith".

NB: We respond personally to every post, if it calls for it.


Characters remaining:

Click the REVIEW button below to preview your comments.


 
 
Tags; ITIL v3,Service Catalogue,Business Service Catalogue,Service Level Management
 
This article has been viewed 18660 times.
 
NB: This page is © Copyright ITILnews.com and / or the relevant publishing author. You may copy this article only in it's entirety, including any author bio and / or credits, and you must link back to www.itilnews.com.