Service Catalogue Management: Difference between revisions
From IT Process Wiki
No edit summary |
No edit summary |
||
| Line 11: | Line 11: | ||
<meta property="fb:admins" content="100002592864414" /> | <meta property="fb:admins" content="100002592864414" /> | ||
<meta property="og:image" content="https://wiki.en.it-processmaps.com/images/a/a5/Service-catalogue-management.jpg" /> | <meta property="og:image" content="https://wiki.en.it-processmaps.com/images/a/a5/Service-catalogue-management.jpg" /> | ||
<meta property="og:image:width" content=" | <meta property="og:image:width" content="1200" /> | ||
<meta property="og:image:height" content=" | <meta property="og:image:height" content="1200" /> | ||
<meta name="twitter:card" content="summary"> | |||
<meta name="twitter:site" content="@itprocessmaps"> | |||
<meta name="twitter:creator" content="@itprocessmaps"> | |||
<meta name="twitter:title" content="Service Catalogue Management | IT Process Wiki"> | |||
<meta name="twitter:description" content="Service Catalogue Management aims to ensure that a Service Catalogue is produced and maintained, containing accurate information on all operational services and those being prepared to be run operationally."> | |||
<meta name="twitter:image" content="https://wiki.en.it-processmaps.com/images/thumb/a/a5/Service-catalogue-management.jpg/600px-Service-catalogue-management.jpg"> | |||
<meta name="twitter:image:alt" content="Overview of Service Catalogue Management: This image illustrates the Service Catalogue Management process according to ITIL, highlighting the most important interfaces of ITIL Service Catalogue Management."> | |||
<link href="https://plus.google.com/108613479011811316823/posts" rel="publisher" /> | <link href="https://plus.google.com/108613479011811316823/posts" rel="publisher" /> | ||
</itpmch> | </itpmch> | ||
| Line 38: | Line 45: | ||
==Process Description== | ==Process Description== | ||
[[Image:Service-catalogue-management.jpg|right|thumb|500px|alt=Service Catalogue Management ITIL|link=https://wiki.en.it-processmaps.com/index.php/File:Service-catalogue-management.jpg|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_service_catalogue_management_itilv3.pdf Service Catalogue Management]]] | |||
Service Catalogue Management was added as a new process in ITIL V3. | Service Catalogue Management was added as a new process in ITIL V3. | ||
In the previous ITIL version, the Service Level Management process mentioned the concept of a [[Service Catalogue Management#Service Catalogue|Service Catalogue]]. | In the previous ITIL version, the Service Level Management process mentioned the concept of a [[Service Catalogue Management#Service Catalogue|Service Catalogue]]. | ||
| Line 47: | Line 54: | ||
A clear distinction exists between Business Services in the Service Catalogue (services visible to the customer, defined by [[Service Level Management#SLA|SLAs]]) and Supporting Services (services visible only inside the IT organization, defined by [[Service Level Management#OLA|OLAs]] or [[Supplier Management#UC|UCs]]). | A clear distinction exists between Business Services in the Service Catalogue (services visible to the customer, defined by [[Service Level Management#SLA|SLAs]]) and Supporting Services (services visible only inside the IT organization, defined by [[Service Level Management#OLA|OLAs]] or [[Supplier Management#UC|UCs]]). | ||
In | In ITIL 2011 the process interfaces have been adapted slightly following the introduction of the Design Coordination process. The process overview of [[Media:Service-catalogue-management.jpg|Service Catalogue Management (.JPG)]] shows the key information flows (see fig. 1). | ||
<p> </p> | [[ITIL 4]] refers to 'Service Catalogue Management' as a [[ITIL_4#Service_management_practices|service management practice]]. | ||
<p style="clear:both;"> </p> | |||
==Sub-Processes== | ==Sub-Processes== | ||
No sub-processes are specified for [[Service Catalogue Management]]. | No sub-processes are specified for [[Service Catalogue Management]]. | ||
==Definitions== | ==Definitions== | ||
| Line 61: | Line 67: | ||
<html><div itemscope="itemscope" itemtype="https://schema.org/ItemList"><!-- define schema.org/ItemList --> | <html><div itemscope="itemscope" itemtype="https://schema.org/ItemList"><!-- define schema.org/ItemList --> | ||
<meta itemprop="itemListOrder" content="Ascending" /> | <meta itemprop="itemListOrder" content="Ascending" /> | ||
<p><span itemprop="name">The following <a href="/index.php/ | <p><span itemprop="name">The following <a href="/index.php/ITIL_Glossary#ITIL_Glossary_A-Z" title="ITIL Glossary">ITIL terms and acronyms</a> (<i>information objects</i>) are used in Service Catalogue Management to represent process outputs and inputs:</span> | ||
</p> | </p> | ||
<p><b><span id="Required_Modifications_to_Service_Catalogue" itemprop="itemListElement">Required Modifications to Service Catalogue</span></b> | <p><b><span id="Required_Modifications_to_Service_Catalogue" itemprop="itemListElement">Required Modifications to Service Catalogue</span></b> | ||
</p> | </p> | ||
<ul><li itemprop="description">A request from a Service Management process to change the <a href="/index.php/Service_Catalogue_Management#Service_Catalogue" title="Service Catalogue Management">Service Catalogue</a>. This request is sent to Service Catalogue Management if new services or service attributes must be recorded. | <ul><li itemprop="description">A request from a Service Management process to change the <a href="/index.php/Service_Catalogue_Management#Service_Catalogue" title="Service Catalogue Management">Service Catalogue</a>. This request is sent to Service Catalogue Management if new services or service attributes must be recorded. | ||
</li></ul> | </li></ul> | ||
<p><b><span id="Service_Catalogue" itemprop="itemListElement">Service Catalogue</span></b> | |||
</p> | </p> | ||
<ul><li itemprop="description">A database or structured document with information about all live services, including those available for deployment. The Service Catalogue is the only part of the <a href="/index.php/Service_Portfolio_Management#Service_Portfolio" title="Service Portfolio Management">Service Portfolio</a> published to Customers, and is used to support the sale and delivery of IT Services. The Service Catalogue includes information about deliverables, prices, contact points, ordering and request processes. | <ul><li itemprop="description">A database or structured document with information about all live services, including those available for deployment. The Service Catalogue is the only part of the <a href="/index.php/Service_Portfolio_Management#Service_Portfolio" title="Service Portfolio Management">Service Portfolio</a> published to Customers, and is used to support the sale and delivery of IT Services. The Service Catalogue includes information about deliverables, prices, contact points, ordering and request processes. | ||
</li></ul> | </li></ul> | ||
</div><!-- end of schema.org/ItemList --><p></html> | </div><!-- end of schema.org/ItemList --><p></html> | ||
==<span id="Checklists">Checklists | Templates</span>== | ==<span id="Checklists">Checklists | Templates</span>== | ||
| Line 80: | Line 83: | ||
<html><ul><li><a href="https://wiki.en.it-processmaps.com/index.php/Checklist_Service_Catalogue" title="Service Catalog">Service Catalogue template</a> | <html><ul><li><a href="https://wiki.en.it-processmaps.com/index.php/Checklist_Service_Catalogue" title="Service Catalog">Service Catalogue template</a> | ||
</li></ul><p></html> | </li></ul><p></html> | ||
==Roles | Responsibilities== | ==Roles | Responsibilities== | ||
| Line 89: | Line 91: | ||
<p> </p> | <p> </p> | ||
{| | {| class="wikitable" style="background: white;" | ||
|- | |- | ||
|style=" | |+ style="background:#013b5e; color:#ffffff; font-size: 120%" colspan="2"|'''<span id="RACI-Matrix-Service-Catalogue-Management">Responsibility Matrix: ITIL Service Catalogue Management</span>''' | ||
|- | |- | ||
! style="background:#ffffee; width: 65%; text-align:center" | ITIL Role / Sub-Process | !style="background:#ffffee; width: 65%; text-align:center" | ITIL Role / Sub-Process | ||
! style="background:# | ! style="background:#eeeeee;" | [[Service Catalogue Management#Service Catalogue Manager|Service Catalogue Manager]] | ||
|- | |- | ||
|style="text-align:left;" |[[Service Catalogue Management]]<br /> ''(no sub-processes specified)'' | |style="text-align:left;" |[[Service Catalogue Management]]<br /> ''(no sub-processes specified)'' | ||
| Line 100: | Line 102: | ||
|- | |- | ||
|} | |} | ||
'''Remarks''' | '''Remarks''' | ||
| Line 108: | Line 108: | ||
<span id="Responsible">[2] ''R: Responsible'' according to the RACI Model: Those who do the work to achieve a task within Service Catalogue Management.</span> | <span id="Responsible">[2] ''R: Responsible'' according to the RACI Model: Those who do the work to achieve a task within Service Catalogue Management.</span> | ||
==Notes== | ==Notes== | ||
| Line 149: | Line 147: | ||
<link itemprop="isPartOf" href="https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Design" /> | <link itemprop="isPartOf" href="https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Design" /> | ||
<link itemprop="primaryImageOfPage" href="https://wiki.en.it-processmaps.com/images/a/a5/Service-catalogue-management.jpg" /> | <link itemprop="primaryImageOfPage" href="https://wiki.en.it-processmaps.com/images/a/a5/Service-catalogue-management.jpg" /> | ||
<span id="https://wiki.en.it-processmaps.com/images/a/a5/Service-catalogue-management.jpg" itemprop="image" itemscope itemtype="https://schema.org/ImageObject"> | |||
<meta itemprop="caption" content="Service Catalogue Management"> | |||
<meta itemprop="contentUrl" content="https://wiki.en.it-processmaps.com/images/a/a5/Service-catalogue-management.jpg" /> | |||
<meta itemprop="width" content="1200" /> | |||
<meta itemprop="height" content="1200" /> | |||
<meta itemprop="representativeOfPage" content="true"/> | |||
<meta itemprop="dateCreated" content="2011-09-19" /> | |||
<meta itemprop="dateModified" content="2020-06-20" /> | |||
<span itemprop="thumbnail" itemscope itemtype="https://schema.org/ImageObject"> | |||
<meta itemprop="url" content="https://wiki.en.it-processmaps.com/images/thumb/a/a5/Service-catalogue-management.jpg/600px-Service-catalogue-management.jpg" /> | |||
<meta itemprop="width" content="600" /> | |||
<meta itemprop="height" content="600" /> | |||
</span> | |||
<meta itemprop="keywords" content="Service Catalogue Management" /> | |||
<meta itemprop="keywords" content="ITIL Service Catalogue Management" /> | |||
</span> | |||
<link itemprop="author" href="https://www.linkedin.com/in/stefankempter" /> | <link itemprop="author" href="https://www.linkedin.com/in/stefankempter" /> | ||
<meta itemprop="author" content="Stefan Kempter" /> | <meta itemprop="author" content="Stefan Kempter" /> | ||
| Line 155: | Line 169: | ||
<!-- This page is assigned to the following categories: --> | <!-- This page is assigned to the following categories: --> | ||
[[Category:ITIL | [[Category:ITIL 2011]][[Category:ITIL V3]][[Category:ITIL process]][[Category:Service Design|Service Catalogue Management]][[Category:Service Catalogue Management|!]] | ||
<!-- --- --> | <!-- --- --> | ||
Revision as of 16:34, 23 July 2020
Objective: ITIL Service Catalogue Management aims to ensure that a Service Catalogue is produced and maintained, containing accurate information on all operational services and those being prepared to be run operationally. This process provides vital information for all other ITIL service management processes: service details, current status and the services' interdependencies.
Part of: Service Design
Process Owner: Service Catalogue Manager
Process Description
Service Catalogue Management was added as a new process in ITIL V3.
In the previous ITIL version, the Service Level Management process mentioned the concept of a Service Catalogue.
ITIL V3 takes this concept further, introducing a dedicated process to ensure that the Service Catalogue is up-to-date and contains reliable information.
A clear distinction exists between Business Services in the Service Catalogue (services visible to the customer, defined by SLAs) and Supporting Services (services visible only inside the IT organization, defined by OLAs or UCs).
In ITIL 2011 the process interfaces have been adapted slightly following the introduction of the Design Coordination process. The process overview of Service Catalogue Management (.JPG) shows the key information flows (see fig. 1).
ITIL 4 refers to 'Service Catalogue Management' as a service management practice.
Sub-Processes
No sub-processes are specified for Service Catalogue Management.
Definitions
The following ITIL terms and acronyms (information objects) are used in Service Catalogue Management to represent process outputs and inputs:
Required Modifications to Service Catalogue
- A request from a Service Management process to change the Service Catalogue. This request is sent to Service Catalogue Management if new services or service attributes must be recorded.
Service Catalogue
- A database or structured document with information about all live services, including those available for deployment. The Service Catalogue is the only part of the Service Portfolio published to Customers, and is used to support the sale and delivery of IT Services. The Service Catalogue includes information about deliverables, prices, contact points, ordering and request processes.
Checklists | Templates
Roles | Responsibilities
Service Catalogue Manager - Process Owner
- The Service Catalogue Manager is responsible for maintaining the Service Catalogue, ensuring that all information within the Service Catalogue is accurate and up-to-date.
| ITIL Role / Sub-Process | Service Catalogue Manager |
|---|---|
| Service Catalogue Management (no sub-processes specified) |
A[1]R[2] |
Remarks
[1] A: Accountable according to the RACI Model: Those who are ultimately accountable for the correct and thorough completion of the ITIL Service Catalogue Management process.
[2] R: Responsible according to the RACI Model: Those who do the work to achieve a task within Service Catalogue Management.
Notes
By: Stefan Kempter 
, IT Process Maps.
Process Description › Definitions › Templates › Roles
