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The Buzz
Over the past few years, the buzz surrounding service catalogs has risen and with this rise in awareness, it has taken many shapes and forms within IT organizations or internal business units and the customer communities they support. Two ideas that have not changed: 1) there is not a service catalog template that fits every organization and 2) there are no set service catalog definitions and processes that fit every organization.
The Purpose
Although service catalogs have gained most of the momentum and awareness through the rise in awareness of the ITIL® framework, which recommends the development of a service catalog as a necessary step in the service level management process, not all organizations have implemented an ITIL® framework. The fact is that service catalogs make sense for everyone and every company, regardless of what framework you have or don’t have.
The main purpose of a service catalog is to document the services provided to a customer, whether the services are IT focused, product sales focused, or business; it should clearly define what the services are, when they are available to the customer, how they align with the business, what the cost structures associated with them are, who supports them, and who do you contact when something goes wrong. A KEY POINT is to remember that the service catalog’s purpose is to make it easier for the customer to get the information they need about a particular “service” they wish to obtain.
Before You Build
Now that we are on the same page with the purpose of a service catalog, there are several items that are necessary to understand before you build a service catalog. These points are not just geared to IT but can be adopted by any company undergoing the build of a service catalog.
Full Article
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April 12, 2007
Intel, LANDesk & NetworkD Group Sponsor Seminar
April 2, 2007
NetworkD Releases new version of iRecall™
March 27, 2007
NetworkD Group Achieves Microsoft Gold Partner Status
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