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ITIL :: View topic - Service Catalog & Non-requestable services
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Service Catalog & Non-requestable services

 
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JanS
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Joined: Mar 25, 2008
Posts: 2
Location: Norcross, GA

PostPosted: Wed Mar 26, 2008 9:48 pm    Post subject: Service Catalog & Non-requestable services Reply with quote

We have a situation where managment wants to build a Service Catalog to include both requestable and non-requestable services. They want the non-requestable services in it because they plan to build OLAs around them.

A non-requestable service would be something that the IT organization does, but it is not requested. For instance, managing the network so that it is available 99% of the time. Since this isn't requestable it really doesn't belong in our SRM (Service Request Mgmt) system.

We have BMC's ITSM suite for Change, CMDB, SRM, SLM, etc.

Is there a standalone tool - or one that we can integrate that would help us manage this?

Has anyone else included non-requestable services in their catalog?

Thoughts?

Thanks
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Mark-OLoughlin
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Joined: Oct 12, 2007
Posts: 306
Location: Ireland

PostPosted: Wed Mar 26, 2008 10:00 pm    Post subject: Reply with quote

Hi,

yes I see the non-requestable items as the IT Systems that make up Busines Services and would generally wrap an OLA around them as you as proposing. The need to Busines Services to be linked to IT Systems is as important s relating CI's to one another.
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Mark O'Loughlin
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