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ITIL :: View topic - service catalogue benefits
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service catalogue benefits

 
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pazel
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Joined: Jan 20, 2005
Posts: 2

PostPosted: Thu Jun 15, 2006 7:22 pm    Post subject: service catalogue benefits Reply with quote

Hi,
We're about to put together a catalog of services provided by our technical support teams (network, servers, DBAs etc)
I was wondering what benefit would that bring for the members of the technical teams. Don't want to make those people doing another excel listing of the stuff they do. I need them to believe that task will bring some real benefits for their daily operations. I was thinking of:
- clear responsibility divison between teams
- no more "I thought you support that box" issues
Any other ideas ?
thanks
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rjp
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Joined: Mar 12, 2005
Posts: 255
Location: Melbourne, Australia

PostPosted: Fri Jun 16, 2006 9:20 am    Post subject: Reply with quote

Are you actually delivering 'networks', 'servers', etc to your customers?

The Service Catalogue is intended to be business facing - not a list of all the neat stuff the techies are doing.

Services are the capabilities the technology you deploy give to the business to undertake its own actitivity.

Some Services have strong mapping to tenchology (like email and desktops) but others tend to be heterogenous collections of systems and software that support business processes.

It's like my telephone account, from my point of view its a 'phone number' and associated communication capabilities - speech, sms, email, etc - I don't even think about the celluar network, the switching, the underlying bridges to the internet, and etc. and etc. And the brochure from the pprovider doesn't mention any of this stuff either - only what it's services allow me to do.

(Unless of course you are providing outsourced technology to other IT providers - in which case your services are actually the technology - and I take back eveything I just said Smile).
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pazel
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Joined: Jan 20, 2005
Posts: 2

PostPosted: Fri Jun 16, 2006 7:33 pm    Post subject: Reply with quote

Actually my unit provides technology services.
We are the tech unit containing the “low layer” functionalities like network, servers, DBs etc meant both as physically delivering and installing the boxes as well as providing maintenance and support. We provide our “services” to the other IT units that are actually facing the business (apps support and development).

I guess we fit to the ITIL ICT definition.

So in order to make our work more organized we thought of cataloging the “tech services” we provide and putting a number of OLAs on them. As the first step to do it we thought of getting the teams to list the stuff they provide to the other teams and customer facing units.
I agree that’s not a service catalogue as defined by ITIL, but it seemed similar enough to use the same term to describe it.

I was afraid that from a techie perspective preparing such list can be “just another stupid, bureaucratic task they want me to do”.
I was looking for the benefits those tech team members can get from preparing and publishing such list. I need them to believe in that task Very Happy
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rjp
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Joined: Mar 12, 2005
Posts: 255
Location: Melbourne, Australia

PostPosted: Fri Jun 16, 2006 11:30 pm    Post subject: Reply with quote

Pazel,

must of had a 'premonition' Wink Sooooo glad I put that last line in.

I can certainly see benefits coming to your guys from OLAs - the same benefit that the customer facing units get from SLA: What constitutes acceptable service is defined and agreed, performance can be measured against targets, and best of all things can't be just 'dumped' on you wihtout notice once the process is in place - which means less stress for everyone, better planning, and in the end better resource utilisation. With the OLAs defining agreed metrics you should already have common ground when you have to make the case for additional resources. In addition change management and configuration management will need to be efffective 'virtically' and OLAs are a good place to define the scope of, and porotcols for submitting RFCs to your level. Oh and they would kind of line up the service delivery for both layers - eg., how do your clients work out agreed service times for their clients without OLAs from you?

As to the 'catalogue' I am less certain. It's primary value to your customer facing unit is the translation of technical to business capabilities. In your situation I would expect your 'clients' not to require that.

But as you said it's really just a list detailing available services. It might have value as a documentation point for summarising what type or work requests can be made against each OLA. In your situation I shouldn't imagine it would take too much effort - so why not 'suck it and see'.
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