ITILITIL Configuration Management Process : If there is an asset register or configuration management database….

Table of Contents (SPECIAL NOTE – DON’T FORGET TO UPDATE THE TABLE OF CONTENTS WHEN YOU ARE FINISHED) Through the document look for text surrounded by << and >> these are indicators for you to create some specific text.

Watch also for highlighted text which provides further guidance and instructions. 1 2 3 4 Executive Overview …………………………………………………………………………….3 Scope………………………………………………………………………………………………..3 Service Summary Sheet ………………………………………………………………………5 Service A …………………………………………………………………………………………..7 4.1 4.2 4.3 4.4 4.5 4.6 4.7 4.8 4.9 4.10 4.11 5 6 Description…………………………………………………………………………………..7 Customers …………………………………………………………………………………..7 Options ……………………………………………………………………………………….7 Price List ……………………………………………………………………………………..7 Dependencies & Contributors ………………………………………………………..7 Functional Specification ………………………………………………………………..8 Technical Specification ………………………………………………………………….9 Support Activities ………………………………………………………………………….9 Customizations or Variants ………………………………………………………….10 Existing SLAs …………………………………………………………………………….10 Restrictions ………………………………………………………………………………..11 Appendices ………………………………………………………………………………………12 Terminology ……………………………………………………………………………………..13 <> Service Catalog Vx x A Service Catalogue provides an accurate picture of services provided… 1 Executive Overview In the past organization’s IT Services have generally grown and developed into large complex environments.

Unfortunately this growth has not always been as structured and pre-planned as it needs to be.

This has resulted in the IT department not having a very clear picture of all the services they currently provide with no accurate profile of the actual customers for each of these services.

Therefore it has become imperative for the IT department to establish an accurate picture of the services it provides.

This can be done through a comprehensive IT Service Catalogue.

The Service Catalogue must be developed in conjunction with customers, who are better able to describe what they see as “services” than an IT person.

If there is an asset register or configuration management database (a concept from the ITIL Configuration Management process) these are good sources of information. <Was it a result of a customer enquiry?, is it because Service Level Agreements are to be developed based on the service catalogue?, is it seen as a competitive advantage?>> The Executive Overview should establish the reason for this documents existence and its benefit back to the business.

The above words are generic and can be tailored to suit your organization. 2 Scope It is imperative to determine the scope of the document.

What will be included in the document and why, and what will not be included in the document and why.

It is also advisable to establish a common understanding of some of the terminology used throughout the document.

For example, the scope section should determine the definition of a Service.

The Service Catalogue will list all of the IT services currently being provided to our organization.

The Service Catalogue will provide a summary of the service characteristics, and details of the users and those responsible for ongoing maintenance of each service. <> Service Catalog Vx x A Service Catalogue provides an accurate picture of services provided… <Any restrictions and assumptions you make in developing the document should be listed here.

Don’t think that everyone will be able to clearly understand what you see as the scope of the document.

List these sort of things in bullet points for easier readability>> ! Restriction 1 Text description Restriction 2 Text description Restriction x Text description Assumption 1 Text description Assumption 2 Text description Assumption x Text description !

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ITIL - ITIL Configuration Management Process : If there is an asset register or configuration management database….

ITIL and ITIL Configuration Management Process : If there is an asset register or configuration management database….

ITIL - ITIL Configuration Management Process : If there is an asset register or configuration management database….

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