Sample ITIL Service Catalogue documents
FWIW, here are some sample ITIL service catalogue documents. They may not be flash but they are better than what you get in the ITIL V3 Service Design book. I have used these a couple of times with success but they are not extensively road tested: they are provided on an as is basis with no warranty or support.
From my book Owning ITIL®:
The ITIL2 books don’t make much of Service Catalogue but it is the central, pivotal, fairly-static object in the ITIL world. (The central dynamic, transactional object is the Service Desk ticketing system, and the asset database). ITIL3 makes more of Service Catalogue, but still does not place it as centrally as the IT Skeptic and others would.
Service Catalogue drives your people. It is a key mechanism in cultural change, the foundation of customer relationship, and a pivotal tool for organising effort.
Service Catalogue informs your processes. It is only once the services are defined that all the ITIL processes know what is required of them, and how to prioritise.
In the IT Skeptic’s model, there are four levels of catalogue, which represent levels of maturity. Because ITIL2 and ITIL3 use “catalogue” slightly differently I thought about using another name, but “catalogue” exactly describes what people expect to find in such a document.
• Current Catalogue: an “as-is” snapshot that defines the current set of services being delivered. This includes legacy services which we have no intention of offering to any more users. It forms an essential artefact to focus staff on the service-oriented mindset - a touchstone - and it defines the “as-is” state. Target audience: IT.
• Brochure Catalogue: a high-level document written in business terms that defines what is on offer to the business. It is used by Relationship Managers to provide a basis for discussions. It is used by staff as a point of reference. In ITIL3 terminology, this is the Service Pipeline, plus those parts of the Current Catalogue that we want to continue to offer . It provides a definition of the “to-be” objective. Target audience: Customers, Users.
• Technical Catalogue: a union of Current and Brochure catalogues to describe all services actual and potential, with extensive supplementary information. It is used in the ITIL processes. The SLAs - once you have them - form a part of it, and there is much else: critical components, related services, escalation paths, available training etc. Target audience: IT.
• Automated Catalogue: an interactive tool that allows customers to browse and order services. Almost always, the real-world instances of this are not for customers, they are for users to make requests associated with services (customers pay, users consume). In the most advanced manifestation, services are provisioned in response to user ordering. To be clear, this is a request catalogue not a service catalogue . This idea is all the rage, although the technology has been available for a decade – think ASP. As with all of these things the technology is the easy part. The business model, the means and terms of chargeback, and most of all organisational acceptance and uptake are the real issues. And the automated tool still needs to be backed up with the three documents above. These levels complement each other, not replace each other. Target audience: Users.
The early outcome to look for is the Current Catalogue. The Brochure Catalogue and the Technical Catalogue grow over time. Many organisations will never reach the level of Automated Catalogue.
|The geeks amongst may enjoy a diagram relating this catalogue structure to ITIL’s Service Portfolio Management.
This sample can be used as a Current Catalogue. At a pinch it could be used as basis for a Brochure Catalogue too though I have always wanted to do a template specific to that to show the level to write at (one day!). It will work as a template for ITIL V3 Business Service Catalogue.
This sample can be used as a Technical Catalogue (much the same as an ITIL V3 Technical Service Catalogue).
The spreadsheet includes a list of generic services. It is also a very useful worksheet when compiling a list of services for any format of catalogue.
The catalogue should see IT from outside, as a black box. Technology on its own is not a service. it is a thing. the services we provide are (a) to host and nurture that technology on behalf of the organisation, or (b) to steward the underlying corporate data (in which case the technology is just a tool we use) or (c) to facilitate organisational activities which use the technology and data. Which one depends on your organisation's role for IT as a service provider.
The "service-to-customer relationship" is the SLA. This can be one or many at either end of the link depending on your business model: one SLA per customer-service pair; one SLA per customer for many services; one SLA per service for many customers; or other variants.
I know these documents are a bit raw - you get what you pay for - and I'm sure they will stimulate plenty of debate and criticism, but at least I'm putting my IP out there without hiding it behind subscription fees.
These samples have not been updated to ITIL V3 compliance (I'm allowed to use the "compliance" word now that OGC say ITIL is a standard). I'm expecting there will be little diffference. If you ask me nicely I will do it.
I looked at using Google Docs to host these but I've used too many useful features of MS-Office (hurry UP Google!!).
The Service Catalogue Community used to provide a lot of this stuff online but they seem to have retreated into the gated community of LinkedIn which won't suit everyone, so I posted these here. Let's have some links to other good online Service Catalogue resouces...
READ the comments below: more important information there
More on this blog about catalogue here
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