Having gained this understanding of the Service Portfolio
and Service Catalog, let’s now see how these are used by different roles within
a business enterprise and the role of Service Catalog in the day-to-day
operations of the IT service provider’s organization.
· Management
(both business as well as IT) may use Service Portfolio to Strategize
for New Services and to Plan to retire Old Services.
· Customer
(both from business as well as IT) may use Business Service View of the Service
Catalog to Place Request for Service, to Check Status, to Report
Problems, and to Submit New Ideas. Depending upon the role of the
customer, s/he may be provided a different view into the Service Catalog and
may even see different offerings and tiers all together. In addition, if IT
service provider is providing services to multiple lines of businesses,
depending upon your role and which line of business you belong to, an
appropriate view of the Service Catalog may be made visible.
· IT
may use Technical Service View of the Service Catalog to “Build
relationships between SLAs, OLAs, & UCs and to Identify
Technology Needs.”
If something is not
on the Service Catalog, it is not there because it was probably not worth
offering. All IT activities (performed mostly by technical functions –
Application Management and Technical Management) must contribute towards the
design and development of new services and towards maintaining, operating and
improving existing services and / or retiring those services that are no longer
needed.
Service Catalog shows all the services provided by the IT. Depending
upon the different channels that you may have provided to your customers, your
customers may choose to call the Service Desk to initiate the request or use
the Inter-active (online) Service Catalog to do the same. You will
notice that there can be a small number of clearly defined request types that
can be initiated by the customer using the Service Catalog. These may include
the following:
- Open a new account
- Change existing plan
- Report a problem
- Submit a new idea
Depending upon organizational needs and the type of the
service, there may be more or fewer types of requests. However, the message
that I am trying to convey is simple,
Service Catalog is the gateway into the IT
and should list all services provided by the IT and the types of requests that
can be placed on those services.
In my upcoming blogs,
we will discuss how Service Catalog will enable the full lifecycle management
of requests initiated by the customers.
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