service catalog quick start

8/10/2019 Service Catalog Quick Start

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// Service Catalog Quick Start Guide

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Table of Contents:

TABLE OF CONTENTS:TABLE OF CONTENTS:TABLE OF CONTENTS:TABLE OF CONTENTS: ........................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................ 2222

SERVICE CATALOG QUICSERVICE CATALOG QUICSERVICE CATALOG QUICSERVICE CATALOG QUICK STARTK STARTK STARTK START ............................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................ 3333

// WHAT’S A SERVICE? ....................................................................................................................................................... 3

// WHAT IS A SERVICE CATALOG? ITIL DEFINITION ............................................................................................................... 3

// ACTIONABLE SERVICE CATALOG DEFINED ......................................................................................................................... 4

// TWO SERVICE CATALOGS? ............................................................................................................................................... 4

// SERVICE CATALOG PURPOSE, GOAL, OBJECTIVE ................................................................................................................ 5

// SERVICE CATALOG CONTENT – DEFINING Y OUR SERVICES ................................................................................................. 5

// SERVICE REQUESTS AND SERVICE CATALOG ...................................................................................................................... 6

// SERVICE CATALOG AND SERVICE LEVEL MANAGEMENT ...................................................................................................... 6

// ACTIONABLE SERVICE CATALOG VS. STATIC SERVICE CATALOG .......................................................................................... 7

// SAMPLE STATIC CATALOG TEMPLATE................................................................................................................................ 8

// EXAMPLE SERVICE CATALOG (DIRECT FROM ITIL V3 APPENDIX G) ................................................................................. 10

// SAMPLE COMMERCIAL SERVICE CATALOG SOFTWARE EXAMPLE (HOME PAGE) ................................................................ 11

// SAMPLE COMMERCIAL SERVICE CATALOG SOFTWARE SERVICE TEMPLATE EXAMPLE ....................................................... 12

// SAMPLE SERVICE CATALOG FULFILLMENT WORKFLOW ................................................................................................... 13



Service Catalog Quick StartService Catalog Quick StartService Catalog Quick StartService Catalog Quick Start

Congratulations on your decision to embark on a service catalog initiative. This endeavor should prove

valuable and rewarding for you and your enterprise. Whether you are doing this completely on your own or

leveraging a commercial software solution, this document should provide you some quick guidance on how

to get started. We have deliberately abbreviated and summarized the information contained within the ITIL

version 3 books. Service Catalog is mentioned and discussed in both Service Design and Service Strategybooks, but should also be connected to the processes detailed in Service Operation.

// What’s A Service?

Interestingly enough, this question is probably the single biggest stumbling block for all Service Catalog

initiatives. Actually, ITIL provides defines three types of services:

• IT Service.IT Service.IT Service.IT Service. “A service provided to one or more Customers by an IT Service Provider. An IT Service is

based on the use of Information Technology and supports the Customer’s Business Processes. An IT

Service is made up from a combination of People, Process and Technology and should be defined in

a Service Level Agreement”

• Business Service.Business Service.Business Service.Business Service. “An IT Service that directly supports a Business Process, as opposed to an

Infrastructure Service, which is used internally by the IT Service Provider and is not usually visible to

the Business”

• Infrastructure Service.Infrastructure Service.Infrastructure Service.Infrastructure Service. “An IT Service that is not directly used by the Business, but is required by the

IT Service Provider so they can provide other IT Services. For example directory services, naming

services, or communication services.”

All definitions from: ITIL “Service Design” book © Crown Copyright 2007 (OCG)

// What is a Service Catalog? ITIL Definition

As luck would have it, ITIL provides several definitions, perhaps for clarity:

• “The Service Catalogue provides a central source of information on the IT services delivered by the

service provider organization. This ensures that all areas of the business can view an accurate,

consistent picture of the IT Services, their details and their status. It contains a customer-facing view

of the IT services in use, how they are intended to be used, the business process they enable, and thelevels and quality of service the customer can expect from each service”

• “The Service Catalog is the subset of the Service Portfolio visible to customers. It consists of services

presently active in the Service Operation phase and those approved to be readily offered to current

and prospective customers.“ (Page 75, Service Strategy)

• “A database or structured document with information about all Live IT services, including those

available for deployment. The Service Catalog is the only part of the Service Portfolio published to

Customers, and is used to support the sale and delivery of IT Services. The Service Catalog includes

information about deliverables, prices, contact points, ordering and request processes.” (09,

Glossary, Service Design)

Notes:

1. These definitions suggest the catalog should contain information and documentation, but offers littleguidance.

2. These definitions suggest you need to have your Service Portfolio before you can have a Service Catalog,

but also makes clear it should be customer facing.

3. The definitions make no mention of the connection between the Service Catalog and the other ITIL

processes such as request management, demand management, service level management, and service

portfolio management....



// Actionable Service Catalog Defined

The ITIL definitions seem to prescribe a document approach to a Service Catalog. This is what we will call a

Static Service Catalog which will have limited user and business value in the end. An Actionable Service

Catalog is different, and defined as follows:

An Actionable Service Catalog is an easy-to-use, fully searchable, role-driven, and fully categorized onlinecatalog much like any commercial e-commerce catalog such as Amazon.com or Ebay. It will empower users

to make service requests via shopping cart and provide for automated fulfillment with workflow. Actionable

means it is fully interactive to your customer and fully integrated with your back end fulfillment systems like

help desk and IT service management software.

An Actionable Service Catalog transcends service descriptions and will incorporate the following ITIL v3

processes:

• Service Catalog ManagementService Catalog ManagementService Catalog ManagementService Catalog Management - Creation of the catalog itself, puts it all online in user friendly

searchable catalog, a la Amazon.com

• Service Level ManagementService Level ManagementService Level ManagementService Level Management (SLM) - When things are ordered, delivery times and SLAs are measured

and reported

•

Service Portfolio ManagementService Portfolio ManagementService Portfolio ManagementService Portfolio Management - Keeping a current and accurate list of services provided within thecatalog

• IT Demand ManagementIT Demand ManagementIT Demand ManagementIT Demand Management - By being the main source of all consolidated service requests, analytics

and reports can help shape and control demand

• Service EconomicsService EconomicsService EconomicsService Economics/Financial Management /Financial Management /Financial Management /Financial Management - Display and track costs of services, up to and including

departmental charge-backs

• Service Request ManagementService Request ManagementService Request ManagementService Request Management - Using intuitive online forms and a full business process management

engine, all service requests are efficiently managed through to fulfillment

// Two Service Catalogs?

ITIL defines two different perspectives on the service catalog which, in practice can be two separate

initiatives:

• The Business Service CatalogThe Business Service CatalogThe Business Service CatalogThe Business Service Catalog ~ Services Delivered to Customers

• Technical Service CatalogTechnical Service CatalogTechnical Service CatalogTechnical Service Catalog ~ The IT components necessary to support the provision of services to the

customer but should not be part of the customer view.

NotesNotesNotesNotes::::

1. Focus on the Business Service Catalog ~ services that customers need and use and as seen from

their eyes

2. It should NOT be confused with a configuration management database (CMDB), though they should

integrate. A view of the CMDB may constitute a Technical Service Catalog

3. Suggests it can be a database or document, but fails to say it can also be done in a commercial tool

or other software packages such as ITSM tools, web/portal content management systems.

4. Service Catalog assumes you are building a customer-facing Business Service Catalog from the end-

user customer perspective and how a service supports their business process, but you can combine

the two and include technical components such as SLAs, OLAs, etc.



// Service Catalog Purpose, Goal, Objective

The purpose, goal and objective of a service catalog is “…to provide a single source of consistent information

on all of the agreed services, and ensure that is widely available to those who are approved to access it.”

(Page 60, Service Design).

By deploying the service catalog, users benefit by understanding what IT does for the business in businessterms. Your Service Catalog initiative should include positive return on investment (ROI) by delivering tangible

cost savings and measurable business benefits such as improved customer service, improved efficiencies,

reduced time to deliver, and improved quality. In its most basic form, the Service Catalog should provide

relevant information, and therefore reduce help desk calls by eliminating “information requests“ to answer

the simple questions such as “What services are and products are available and how to I get them?”

Commercial Service Catalog solutions include several other ITIL v3 concepts, including service request

management, demand management, service economics, and service level management and can drive far

more opportunities for cost savings, improved processes, and business benefits.

// Service Catalog Content – Defining Your Services

The ITIL documents admit this is vague, but make a clear recommendation: “A good starting point is often to

ask customers which IT services they use and how those services map onto and support their business

processes.” (Service Design, Page 61).

If you are just gathering the initial information for your catalog, here are the content data points that should

be included (according to Service Design Principles, ITIL v3, page 35):

Customer View (Visible in Service Catalog):

• Service name

• Service description

• Supported products

• Policies

•

Ordering and request procedures (can be built-in, or provided as links to other systems)

• Support terms and conditions

• Entry points and escalations

• Pricing and chargeback (Cost per unit)

• Entitlement

• Authorization

• Service Delivery Timeframe (SLO)

Technical Details (Typically Hidden)

•

Technical Description• Service Owner

• Service Provider

• Dependencies on other Services



// Service Requests and Service Catalog

As stated earlier, the strict ITIL definition of Service Catalog suggests a document approach, but fails to

create links to the other ITIL concepts. At a minimum, the Actionable Service Catalog will include the ITIL

concept of Service Requests and Fulfillment. These are defined within ITIL:

• ServServServService Requestice Requestice Requestice Request – “A request from a User for information or advice, or for a Standard Change or for

Access to an IT Service. For example to reset a password, or to provide standard IT Services for a new

users. Service Requests are usually handled by a Service Desk, and do not require an RFC to be

submitted.”

• Request FulfillmentRequest FulfillmentRequest FulfillmentRequest Fulfillment “The Process responsible for managing the Lifecycle of all Service Requests.”

Definitions from: ITIL “Service Operations” book © Crown Copyright 2007 (OCG)

Each service will have at least one standard Service Request associated with it. Some Services will have

many different types of Service Requests. Example: Phone Service (Add New Phone, Modify Existing Phone,

Remove Phone, etc.)

Done correctly, the following should be implemented via your service catalog:

• User selfUser selfUser selfUser self- -- -serviceserviceserviceservice. Requests are initiated by customers via the Service Catalog (hopefully via online

shopping-like functionality)

• Linking/IntegrationLinking/IntegrationLinking/IntegrationLinking/Integration. Requests should be linked to associated Incidents, Problems or Changes as

appropriate (via workflow integration)

• ProcessProcessProcessProcess Alignment.Alignment.Alignment.Alignment. Requests and services should be aligned to Release, Asset, and Configuration

Management where appropriate (via workflow integration)

// Service Catalog and Service Level Management

Since an Actionable Service Catalog should empower users to make requests directly and those requests are

integrated into your fulfillment workflow, then you should be able to measure and live up to the service levels

you communicated to the user. For example, if your service request indicated that it would be delivered infive business days, the Service Catalog should be able to monitor, measure, and report on your performance,

therefore providing true SLM for requestable services. Keep in mind that we are deliberately excluding SLM

as it pertains to “uptime” and other metrics related to technical IT services. So, consider making sure that

your services not only have Service Level Objectives (SLO) tied to them, but that they are measurable.

Service Level Objectives are defined: “SLOs are specific measurable components of an SLA such as

availability, throughput, frequency, response time, delivery timeframe, or quality.”

For purposes of your Actionable Service Catalog, your SLOs are typically measured in time such as time to

respond (in hours), time to resolve (in hours or days), or due date (number of days to fulfillment).

Service Level Agreements are “An Agreement between an IT Service Provider and a Customer. The SLA

describes the IT Service, documents Service Level Targets, and specifies the responsibilities of the IT Service

Provider and the Customer. A single SLA may cover multiple IT Services or multiple Customers.”

Your SLAs themselves should have key attributes:

• Business Value. What vital business functions does this service support?

• Availability. When is the service available for use? When is Support available for this service?

• Capacity. How many users is this Service designed to support?

• OLAs (Operations Level Agreements). What agreements need to be in place between Service

Providers to support the Service?



// Actionable Service Catalog vs. Static Service Catalog

The following table summarizes the differences between an Actionable and Static Service Catalog:

ActionableActionableActionableActionable

(Software based)(Software based)(Software based)(Software based)

StaticStaticStaticStatic

(Document or Web Pages)(Document or Web Pages)(Document or Web Pages)(Document or Web Pages)

Role-driven Included, connected to your existing

Active Directory (or LDAP) for role-

specific and customized catalogs

Typically a global catalog without role

specifics. Makes it much more difficult

to find info and may present sensitive

or irrelevant info to users.

Ease of Use and Usability Fully searchable, categorized, easily

navigable for maximum ease of use.

Users able to find relevant information

quickly

Limited or no search capabilities,

difficult to navigate and find relevant

info

Real-time ordering Users able to order requestable

services via shopping cart

Not applicable

Real-time order/request status Users able to track order and request

status in real-time

Not applicable

Workflow capabilities Service ordering and fulfillment

workflows can be designed and

automated

Not applicable

Integration with back-end systems Out of the box integration with existing

tools such as Help Desk, HRMS, CRM,

and ERP

Not applicable

WYSIWIG Editing Button-click editing of content for easy

management

Not applicable

ITIL Request Management &

Fulfillment

Included Not applicable

ITIL Service Portfolio Management Easily done via enterprise content

management functionality and full

version and publication control

Not applicable

ITIL Service Economics Full service costing, accounting, and

reporting

Not applicable

ITIL Service Level Management Full SLO/SLA creation, KPI metrics,

measurement, and reporting

Not applicable

ITIL Demand Management Full service analytics Not applicable



/ / S a m p l e S t a t i c C a t a l o g T e m p l a t e

P r o d u c t / S e r v i c e : N e t w o r k i n g > N e t w o r k M a n a g e m e n t a n d S u

p p o r t > W i d e A r e a N e t w o r k ( W A N )

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c i l i t y .

C u s t o m e r O b l i g a t i o n :

D e p e n d a n t o n t h e c a r r i e r c o n t r a c t s .



/ / E x a m p l e S e r v i c e C a t a l o g ( D i r e c t f r o m I T I L v 3 A p p e n d i x G )

S e r v i c e

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u p p o r t i n g

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/ / S a m p l e C o m m e r c i a l S e r v i c

e C a t a l o g S o f t w a r e E x a m p l e

( h o m e p a g e )



/ / S a m p l e C o m m e r c i a l S e r v i c

e C a t a l o g S o f t w a r e S e r v i c e T

e m p l a t e E x a m p l e

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/ / S a m p l e S e r v i c e C a t a l o g F u

l f i l l m e n t W o r k f l o w

service catalog quick start

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