Dat is geen service catalogus! – Deel twee

In my previous blog I already explained that there are many different things that IT organizations as “service catalog” label. I have attached all the user-oriented service catalog and describe the internal service catalog.

In this blog I will cover what else matters given the name service catalog and draw some conclusions.

A customer-oriented service catalog

IT organizations should draw up service catalogs to help customers belissingen about what services they want to purchase for their users. This is the only thing in my view, should be entitled service catalog. All other types of “service catalog” which I have described in these blogs have other, better names. You might design a customer-oriented service catalog as a brochure you received through a retailer, where the options and prices are listed products that you can purchase.

Each service provided in a service catalog can be much different service requests have bound themselves. One organization, for example, an IT service to provide customers called “office support”, which is the delivery of a desktop or laptop computer may Include, with all standard office software on it, and the use of a service desk with agreed response and resolution deadlines. This can involve many different user-oriented service requests, such as:

  • Providing a laptop for a new user
  • The replacement of a laptop that has come to the end of its useful period of time
  • Providing a desktop computer
  • Installing an optional software application
  • Redesigning a desktop or laptop with another OS.

This, however, is only one item in the customer-oriented service catalog stand. This relationship of one-to-many is very common among items in a service catalog and items in a service request catalog. The opposite situation can also occur if one application a user can activate the delivery of various components of many different services. For example, submitted a “new user” service request, filling in IT by delivering a laptop, a phone, an email account and access to a variety of other standard IT services.

A support service catalog or technical service catalog

These names are used in reference to a catalog services internally IT service provider as part of customer-oriented services. The latest version of ITIL defines these as “respect” on a service catalog, also do have one or more customizable items from sight.

It is important to understand that these support services are not offered to clients. They are simply ways to combine internal capabilities and describe, and there will normally be no service level agreement attached. It is simply a convenient way to understand the assets that are needed to support customer-oriented services.

It is certainly important to have clear these internal services, but please do not put them in a customer-oriented service catalog. It will only create confusion among your clients.

A vision for your service catalog.

A service catalog is an essential tool to help you manage IT services. It helps you to offer your services to existing and potential customers and enables IT staff to understand customer expectations, and thereby create a plan to meet those expectations. The service catalog would typically as a service desk tool should be presented so that your incidents, problems and requests to categorize the service which they relate. This is essential for prioritizing and setting sales targets, but also for analysis, reporting and improvements in planning.

If you think about creating a service catalog, read once by the descriptions in these blogs and consultation with others on your team to assure yourself that you still have about the same. If you once again about what all these terms, you can start thinking about your views on this. This includes the search for answers to questions like:

How many different types of catalogs needs your organization?

Do you really need a customized service catalog? If so, where will you use it for?

How can increase the value of what you deliver to your customers?

How can it be valuable to you as a service provider?

What would it look like for customers?

What impact will it have on the customer experience?

How do you create this catalog and maintained and how much will it cost you to go in terms of energy and resources?

How do you bring the service catalog to the man at customers and IT staff?

After careful considerations, it may be that you decide that you just need a catalog for internal use – for example, to help your IT organization understand which make customers what services. But if you decide that you need more than that, then you should ideally involve your customers in the consideration of your organization in the service catalog. What do they want? They want better service request capabilities, allowing users to business applications they need and IT as quickly and efficiently as possible to meet this demand? they want a better overview of the services in which they invest, so they can see what is available to them and to consider how they can get the most out of IT? Once you have answers to these questions here, there may be a lot more confident going your service catalog project will be worth it.

Think about it to create a service catalog? If so, pull time before to going after what you want and what you vision on how this is going to be valuable to you and your customers. The time you spend with it before you make investment in projects will make a big difference in the Klans of succeed.