theartofservice

Bestselling New Release Service Catalog Management Book.The first edition of this book is regarded as a classic in its field. Now, in an expanded and updated version of The Art of Service’s book, the authors once again present a step-by-step guide to Service Catalog Management.

Service Catalog Management is a key component of the ITIL Framework. Carefully planned and documented IT Service Management (ITSM) processes are becoming an increasingly important component in the delivery of higher customer satisfaction. The Service Catalog Process Management Templates and Examples Workbook provides a wide variety of resources to boost your understanding and ability to implement and manage Service Catalog Management in your organization.

This book covers Service Catalog fundamentals; the use of Service Catalogs as a core IT tool covering the services themselves, default capabilities, measures and primary means of access and provision. It then shows how this tool is pivotal in demonstrating the value IT provides to facilitate business operations. Put together by The Art of Service’s industry experts and using real case studies, this valuable kit takes the reader beyond the theoretical to focus on the real business benefits of Service Catalogs and how to implement them successfully within an organization.

Considering the increasing number of IT Professionals and their Organizations who want to be actively involved in IT Service Management, this book, which paves the way for a strong Service Catalog Foundation, should do at least as well as the first edition, which is a bestseller.

Table of Contents

1 TABLE OF CONTENTS 4

2 INTRODUCTION 6

3 SERVICE CATALOG MANAGEMENT 7

3.1 PURPOSE, GOAL, OBJECTIVE 7

3.2 SCOPE 7

3.3 THE VALUE OF SERVICE CATALOG MANAGEMENT 8

3.4 POLICIES, PRINCIPLES AND CONCEPTS 9

3.5 KEY ACTIVITIES 13

3.6 INPUTS, OUTPUTS AND INTERFACES 14

3.7 INFORMATION MANAGEMENT 15

3.8 CRITICAL SUCCESS FACTORS 15

3.9 KEY PERFORMANCE INDICATORS 15

3.10 CHALLENGES 16

4 SERVICE LEVEL MANAGEMENT 18

4.1 GOALS AND OBJECTIVES 18

4.2 BENEFITS 19

4.3 SERVICE LEVEL AGREEMENTS 21

4.4 SERVICE LEVEL MANAGEMENT ACTIVITIES 26

4.5 TRIGGERS AND INTERFACES 34

4.6 KPIS 35

4.7 EXAMPLE SERVICE LEVEL AGREEMENT 37

5 SERVICE PORTFOLIO MANAGEMENT 43

5.1 GOALS AND OBJECTIVES 45

5.2 SCOPE 45

5.3 BENEFITS 48

5.4 SERVICE PORTFOLIO MANAGEMENT METHODS 49

5.5 DEFINE 51

5.6 REFRESHING THE SERVICE PORTFOLIO 61

6 SUPPORTING DOCUMENTS 63

6.1 POLICIES, OBJECTIVES AND SCOPE 64

6.2 DETAILED OBJECTIVES AND GOALS 68

6.3 BUSINESS AND IT SERVICE MAPPING 73

6.4 SERVICE CATALOG 87

6.5 SERVICE CATALOG TEMPLATE 98

6.6 SERVICE CATALOG PART TWO 118

6.7 PRICE LIST 137

6.8 SERVICE OPTIONS 141

6.9 BUSINESS JUSTIFICATION 151

6.10 COMMUNICATION PLAN 157

6.11 BUSINESS AND IT FLYERS 165

6.12 EMAIL TEXT 169

6.13 PROJECT PLAN SKELETON OUTLINE 173

7 GLOSSARY 182

8 REFERENCES 195

8.1 FURTHER READING 195

INDEX