Description of service package Service contacts Audience This document is relevant to all staff in <
This catalog will show the dependencies between services and service components. Often, organizations request IT services without understanding what they need or what they are getting.
To make matters worse, service providers are so anxious to please their customers that they begin to adapt without any formality and eventually lose control over service delivery.
As such, the existence of the service catalog has the benefit of supporting the customer and the service provider simply by being the means by which all decisions are based. At the core of the service catalog is a detailed description of each service available to the customer.
The process for defining a service begins in the strategy stage and is typically managed through service portfolio management.
The service catalog is a part of the overall service portfolio and it focuses on those services which are ready to be deployed or are currently available to a customer. Defining a Service ITIL defines a service “as a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks” (Service Strategy, page 13).
When describing a service, this definition asserts that the description must be associated with the customer’s needs. The process to define a service consists of eight (8) steps: Define the market and identify the customers. Understand the customer. Quantify the outcomes. Classify and visualize the service. Understand the opportunities (market spaces). Define services based on outcomes. Define service models. Define service units and packages. The first step of a service provider is to determine what type of provider they intend to be: Type I – The service provider has one customer, usually an internal customer or business unit. Type II – The service provider has multiple customers within a single organization (or market).
The Bureau of Enterprise Systems and Technology (BEST) is an example of this type of service provider supporting the United States Government’s IT requirements. Type III – The service provider commercially provides generic services to several markets or specialized services to a single market.
Service providers of this type include Amazon Web Services, Google Apps, Salesforce, DropBox, and IBM Managed Services.
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