The Service Catalog (eBook)

Mark O'Loughlin (Autor)

eBook Download: PDF

2010 | 1. Auflage
177 Seiten
van Haren Publishing (Verlag)
978-90-8753-572-8 (ISBN)

Infos

The Service Catalog means many different things to many different people. However most would agree that a catalog that helps customers and users to quickly identify the services they require clearly adds value. In turn this helps organizations identify key services that support business processes, understand the contribution made by those services and manage them appropriately.
This well-constructed book provides practical advice and information that will help organizations to understand how to design and develop a service catalog and to understand the role that the service catalog performs within the service portfolio.

Readers will gain practical information and knowledge that will help with:
understanding the full concept of the service catalog
understanding the scope of the service catalog
building an appropriate service catalog for your organization
identifying the true value that the service catalog can deliver to your organization
understanding services and the value that they provide to your organization and customers
managing the service catalog
In addition, a complete service catalog schematic is provided and the service portfolio pyramid, which is unique to this book, is introduced showing how all the pieces of the puzzle fit together.

Widely researched and reviewed by some of the world’s leading experts, this book provides a down-to-earth and practical resource for not only those who are developing Service Catalogs for the first time but also for those looking to refine their services according to agreed and established best practice concepts.

Inhalt

Foreword 6
Acknowledgements 8
Introduction 12
Chapter 1 Setting the scene 16
1.1ITIL and the service catalog 16
1.2Why a service catalog 17
1.3Business benefits of the service catalog 19
1.4We need a service catalog. Make it happen! 19
1.5Qualifications and standards 20
Chapter 2 Definition and basic concepts 26
2.1Users and customers 26
2.2Utility and warranty 26
2.3What is a service? 27
2.4The service catalog 31
2.5Service records 34
2.6The service portfolio 39
2.7The basics - twelve guiding principles 45
Chapter 3 The service catalog 48
3.1Service catalog types 48
3.2The actionable service catalog 51
Chapter 4 Framework for creating 60
4.1Introduction 60
4.2Framework overview 61
4.3Initiation 62
4.4Planning 66
4.5Execution 70
4.6Operations 73
Chapter 5 Design and development 76
5.1Basic activities 76
5.2Service catalog schematic 76
5.3IT service catalog design 78
5.4Business service catalog design 85
5.5Customer service catalog design 87
5.6Actionable service catalog design 89
5.7Examples 91
Chapter 6 Management and organization 98
6.1Service catalog management process 98
6.2Service catalog management process flow 101
6.3Service catalog audit process 102
6.4Request fulfillment 104
6.5Service level management 107
6.6Interfaces with ITIL or ITSM disciplines 121
6.7Ownership and roles 122
6.8Service packages 128
6.9Cost recovery and charge back 129
Chapter 7 Technology 132
7.1Developments 132
7.2Technology considerations 134
7.3To build or buy a service catalog 138
Epilogue 144
Appendix A. Basic concepts for IT service management 146
Appendix B. Example - A Visit to the doctor 162
Appendix C. Acronyms 166
Appendix D. Frameworks 168
Sources 174
Index 176

Produkt-Details

• Erscheint lt. Verlag: 13.7.2010
• Reihe/Serie: Best Practice
• Verlagsort: Hertogenbosch
• Sprache: englisch
• Themenwelt: Schulbuch / Wörterbuch ► Schulbuch / Allgemeinbildende Schulen
• Themenwelt: Mathematik / Informatik ► Informatik ► Programmiersprachen / -werkzeuge
• Themenwelt: Mathematik / Informatik ► Informatik ► Software Entwicklung
• Themenwelt: Mathematik / Informatik ► Informatik ► Theorie / Studium
• Themenwelt: Sozialwissenschaften ► Pädagogik
• Themenwelt: Technik ► Architektur
• Themenwelt: Wirtschaft ► Betriebswirtschaft / Management ► Finanzierung
• Themenwelt: Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb
• Themenwelt: Wirtschaft ► Betriebswirtschaft / Management ► Personalwesen
• Themenwelt: Wirtschaft ► Betriebswirtschaft / Management ► Planung / Organisation
• Themenwelt: Wirtschaft ► Betriebswirtschaft / Management ► Projektmanagement
• Themenwelt: Wirtschaft ► Betriebswirtschaft / Management ► Unternehmensführung / Management
• Schlagworte: It Management
• ISBN-10: 90-8753-572-4 / 9087535724
• ISBN-13: 978-90-8753-572-8 / 9789087535728