catalogue

Book review: Defining IT Success Through The Service Catalog, and some other catalogue books

Submitted by skeptic on Sun, 2012-12-23 05:26

I like Defining IT Success Through The Service Catalog. I use it.

Service catalogue and service request catalogue

Submitted by skeptic on Sun, 2012-11-25 02:54

Both service catalogue and service request catalogue matter - the order in which you address them and the relative priority you give them depends on the circumstances. Don't fall for the hype around service request catalogue right now. Tweet this

A menu is not a service catalogue

Submitted by skeptic on Mon, 2012-05-21 02:25

A menu is not a service catalogue. Please can we desist with this awful analogy. It makes people think automated service requests is an "actionable service catalogue". It's not. It's an actionable request catalogue.

Service Catalogue in a nutshell

Submitted by skeptic on Sun, 2011-10-16 22:03

A reader asked for advice on Service Catalogue. Here's my "Service Catalogue in a nutshell":

ITIL 2011 persists with the dangerous concept of supporting services

Submitted by skeptic on Thu, 2011-09-15 20:43

Not only has ITIL V3.1 2011 not fixed the problems with business-vs-technical services, they have gone the wrong way and reinforced the problem. I will fight to the death to say there is no such thing as internal supporting "services", because I care about ITSM.

sample Business Service Catalogues are generally hideous

Submitted by skeptic on Thu, 2010-12-23 10:18

Why are so many sample Business Service Catalogues so hideously boring? - dull and analytical. They should be written by marketing people: they should be brochures. Bright and colourful, creating a positive impression, selling the benefits.

Catalogue yourselves as an Information Service Provider

Submitted by skeptic on Sat, 2010-12-11 20:52

If your service catalogue says you provide application "hosting", your IT department is committing organisational suicide. You need to be an Information Service Provider.

The heart of ITIL is the service catalogue

Submitted by skeptic on Tue, 2010-09-07 06:44

Oh dear. “The heart of ITIL is the CMDB”? No it isn’t. Not unless you are looking at ITIL from underneath. Yet another example of inside-out thinking instead of outside-in. Do customers care about the CMDB more than the Catalogue? No. Is ITSM about being customer-focused and service-centric? Well, I thought so.

The heart of ITIL is the service catalogue.

There is only one service catalogue

Submitted by skeptic on Sun, 2010-08-15 10:04

Technical vs Business service catalogue: we had a go at this argument previously but I am discussing it again over on LinkedIn and I have - I hope - a clearer way of stating the position. The popular perception of a Technical Service Catalogue is that it described different service entities than a Business Service Catalogue. That's just plain wrong. It gives IT staff entirely the wrong attitudes and mindset. So here is my shot at a definitive statement of position on Technical vs Business Service Catalogue. For any organisational unit, for the services that are the outputs across the boundary of that unit, there is only one service catalogue ...and only one set of services.

The service catalogue according to the IT Skeptic

Submitted by skeptic on Wed, 2010-06-23 20:43

ImageThose of you who have the misfortune to NOT live in this part of the planet probably won't be at the Aussie itSMF conference to meet me, so how about coming to debate service catalogues with me on next week's webinar where I'll be giving my own unconventional views on the topic. We'll be taking live questions!







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