The IT Skeptic - catalogue

Service catalogue and request catalogue

skeptic — Mon, 09 May 2016 10:57:16 +0000

It is hard to believe that confusion between service catalogue and request catalogue is still a thing but it is, as shown by a recent conversation on Facebook Back2ITSM.

Join the IT Skeptic in a twitterchat and webinar on service catalogues

skeptic — Tue, 05 Nov 2013 08:21:59 +0000

If you enjoyed the discussion recently on Service catalogue vs Request catalogue, here is the twitterchat that I ran on that topic.

We ran a webinar on When You Do (and Don’t) Need a Service Catalogue.

#SMFlashbook My top tip for building a service catalogue

skeptic — Fri, 25 Oct 2013 01:00:00 +0000

This post is part of a worldwide flashbook or flashblog, where many contributors simultaneously publish on the topic of "My top tip for building a service catalogue".

Here is my contribution to it:

Know the difference between service catalogue and request catalogue
(Join me for a twitterchat and webinar on service catalogues)

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

skeptic — Sun, 23 Dec 2012 05:26:36 +0000

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

Service catalogue and service request catalogue

skeptic — Sun, 25 Nov 2012 02:54:35 +0000

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. Click to tweet this.

A menu is not a service catalogue

skeptic — Mon, 21 May 2012 02:25:53 +0000

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

skeptic — Sun, 16 Oct 2011 22:03:11 +0000

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

skeptic — Thu, 15 Sep 2011 20:43:55 +0000

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

skeptic — Thu, 23 Dec 2010 10:18:51 +0000

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

skeptic — Sat, 11 Dec 2010 20:52:55 +0000

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

skeptic — Tue, 07 Sep 2010 06:44:08 +0000

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

skeptic — Sun, 15 Aug 2010 10:04:32 +0000

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

skeptic — Wed, 23 Jun 2010 20:43:59 +0000

Those 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

skeptic — Wed, 02 Jun 2010 06:47:34 +0000

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

skeptic — Sun, 02 May 2010 22:55:16 +0000

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

skeptic — Mon, 01 Feb 2010 22:54:44 +0000

[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

skeptic — Wed, 06 Jan 2010 18:27:28 +0000

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

skeptic — Sun, 20 Dec 2009 00:59:04 +0000

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

skeptic — Sat, 20 Jun 2009 22:31:55 +0000

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

skeptic — Sat, 16 Feb 2008 19:05:04 +0000

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