Posted: Sat Dec 31, 2005 9:19 pm Post subject: Need consultant and application to create service catalog
I work for an organization which is considering implementing ITIL. We have over 1200 users on 5 separate LANs/WANs with around 200 IT project and support staff, we use many advanced applications, with an ever-increasing need to share data in better ways. Our department head wants to begin implementing ITIL by creating an IT service catalogue. We are considering bringing in an outside consultant for a few months and teaming him/her with our on-site ITIL foundation certified technical writer and process person (me).
One, is this the best place to begin (or as good as any)? Two, what would be your rough estimate for how much something like this would/should cost us? It would involve work in the UK.
We are also looking for an enterprise application product for the services catalog with installation, implementation, and knowledge transfer as part of the solution. We also want to house it on our own server, as opposed to being hosted with an online vendor.
Joined: Mar 12, 2005 Posts: 255 Location: Melbourne, Australia
Posted: Sun Jan 01, 2006 1:24 am Post subject:
Getting a reputable consulting firm on board form day one is an excellent idea.
There are some 'Service Catalogue Applications' but none I know of are what you might call stand alone - they are usually (expensive) value-add applications for existing toolsets which cover most of the ITSM process.
Try and gwt your department head to get you trained to practitioner level in Service Level Management - if you are going to focus on a Catalogue of Services.
The definition of the Service Catalog is a good starting point.
To implement the catalog solely you might not need any sophisticated tool. Some companies live quite happily with Excel spreadsheets, specially during the transition to ITIL. At the end of the day the SC defines which services are provided and who uses them.
Best practice is to integrate the SC into the CMDB, and also to map the IT Infrastructure to the Services delivered. For that you probably need to look seriously into a CMDB tool.
You might also want to consider a Service Level Management tool, to handle the entire SLA (and OLA) lifecycle.
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