1. Business Strategy: Once Business is setting up for new strategy, ITIL Team should involve at that moment in order to set an innovative approach to reach strategy goals and objectives by offering suitable service. Then this Service is breaking down to small pieces. E.g. if Business Objective aim to cut cost to 40 % for coming five years, IT may need to deliver new service such as Reporting Analysis (BI) solution in order to manage expenses in further depth and details.
2. Projects: at end of each project and specifically on project closure check list – the project Manager must state that’s if new project will update/ add new Service to the services Catalog or not; If yes, full information of Service Catalog should be provided with full documentation.
3. Changes: Change Manager have to analyze if changes will impact a service in catalog ; to update service catalogue accordingly, therefore one of workflow steps of change is to update service catalog if any.
4. User / Customer Demand: Analysis the users demand by using Service Desk, find what is the most requested in system ,reshape & Packing it up in ordinary manner by
i. Creating Procedures for Service
ii. Create a correct sequential of workflow for the steps.
iii. Automate Procedures through Service Desk System
iv. Evaluate Service quality and customer feedback
e.g you noticed that’s there is Service Requests separated as following for same user: – Request to have Permission on Workflow Documents System to approve on certain document
– Request to install Adobe Acrobat Prof, in order to insert annotation
– Later user Request to have Faster Access to Main Office Branch to see All Document Related.
So these Above Requests can be combine under one Service, as an example: Administration Documents Approval Service
- Service Request should be very easily requested without any hassles, minimizing the authorization, and to be based on Job Function
- Service should have full description for its purpose, easily to be understand and explain benefits will return to the user , with illustration for service
- Any Service has cost, the IT has to inform and aware user how much service will cost, and any case of high cost user manage will be involved to approve the service in order control department expenses and be responsible of user choices. (which will create accountability , and request will be requested in further responsibility)
- Service has to be categorized and filtered accordingly to the user whom wants to new service accordingly to his Job Function.
- Service Catalog will be very good to represent in IT Employee handbook.
- Any new service has to be promoted for related employees only.
- Provide capability for search in specific service.
- For Each service have been requested, the user have to agree on SLA Agreement, which stated on service clearly.
What is your best tip for building the Service Catalog?
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Author: Ahmad Shami – http://Ahmad-shami.info (All Rights Reserved by the author).
Source: Original text (based upon first hand knowledge).
Image: © dolgachov – photodune.net
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