catalogue

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!







Ensuring the service catalogue gets used

Submitted by skeptic on Wed, 2010-06-02 06:47

The question was asked on a LinkedIn forum: after the initial launch and training for a service catalogue, how to ensure it gets used? My view:

ITIL services are customer-facing, whatever catalogue they appear in

Submitted by skeptic on Sun, 2010-05-02 22:55

Oh dear it's an outbreak. I'm once again debating on a forum whether the services in the Technical Service Catalogue are different services from those in the Business Service Catalogue. And it shows up recently on a major website. I consider this concept of internal IT services as nothing short of tragic. Anyone who thinks the two catalogues could list different services clearly fails to grasp the whole fundamental point of service management, which is to get everyone to think in terms of the service delivered to the customer. And there are plenty of folk think that way, judging by early results in our latest poll.

Shock horror: the IT Skeptic endorses a technology - service catalogue

Submitted by skeptic on Mon, 2010-02-01 22:54

[Updated with a Health Warning] Recently I wrote "It seems Technical Service Catalogue is often misunderstood to mean a catalogue of different services from those in the Business Service Catalogue. It's not. It is a different view of the same services". And those views are quite complex.

ITIL V3 Business Service Catalogue and Technical Service Catalogue are different views of the same services

Submitted by skeptic on Wed, 2010-01-06 18:27

It seems Technical Service Catalogue is often misunderstood to mean a catalogue of different services from those in the Business Service Catalogue. It's not. It is a different view of the same services. ITIL SD 4.1.4 sadly refers to "supporting services, shared services" within the TSC which I think contributes to the confusion, but diagram 4.3 makes it clear - the services are the same in both, just the perspective and detail differ because of the different audiences: internal and external.

Do we overcook services? ITIL out of line

Submitted by skeptic on Sun, 2009-12-20 00:59

It seems to me that the technoid's obsession with over-analysing and chasing perfection - what I call ETF: Excessive Technical Fastidiousness - is often applied to the definition of services.

Sample ITIL Service Catalogue documents

Submitted by skeptic on Sat, 2009-06-20 22:31

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.

how to treat hosted applications in the ITIL service catalogue

Submitted by skeptic on Sat, 2008-02-16 19:05

Here's one that a colleague wrestled with recently at a client site: how to treat hosted applications in the service catalogue.

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