Service Catalog Management

Service Catalog provides an integrated place to manage all the services provided by service departments across the organization (IT, human resources, buildings management, fleet management, ...). The aim of the Service Catalog Management is to ensure that the service catalog reflects the real situation in the organization and to make the services available to those users (requesters) who are entitled to use the given services, namely at agreed levels (SLA) (Permissions link, SLA link).

Creation of the Service Catalog should take the form of workshop, involving not only the members of solver teams (a view from the inside), but mainly the key users of given services and business representatives (a view from the outside). A well-designed Service Catalog is intuitive for both the applicants and the solvers, reducing the need of moving inserted requirements between services.

Service Catalog Manager is typically the company CIO (who is typically also a Service Level Manager at the same time).

Structure

• grouping by subject
e.g. Applications – Office Applications – MS Office, Computers and Terminals – Notebooks and Tablets

• workflow of ITIL process defined on the last level (typically Incident Management, Request Fulfillment, Change Management, Problem Management)
e.g. Request for a new computer (Request), Issues during usage (Incident), Change in ERP (Change)

The Look of Services in ALVAO Service Desk

Administration Console

Service structure example. In the hierarchy there are services which have subservices (+). You can expand them (-) and view the subservices. End services has no designation.

• - Corporate standards changes
• Administration
• - Information technologies
• Need help
• + Telephony
• + Computers, notebooks, and tablets
• - Print services
• Issues during usage
• Request for printer
• + Programs and applications
• - Corporate information system
• Help with usage
• - Report error or malfunction
• Issue solution
• Establishing and changing access
• + Proposals for improvement
• E-mail
• + Shared files and folders
• + Remote access to the network
• - Supporting services
• Access Management
• - Applications
• + Desktop applications
• + ERP system
• - Exchange
• Incidents
• Issues
• + Change Management
• + Infrastructure
• IT projects
• + Problem Management
• + Software Asset management
• Praises, complaints, and ideas
• + Buildings management
• + Fleet management
• Custom-made purchase
• Machines maintenance
• Development
• + Human resources
• Legal services
• Finance
• Marketing
• Security
• Quality
• Corporate management

User-defined WebApp

In a well-designed service catalog there is small fluctuation of requirements as the intuitive catalog supported by appropriate icons and descriptions correctly leads the requester to the last level with a specific workflow. If the requester for some reason is not sure where the requirement to insert, he/she can create it in any level – operators and solvers transfer it into the correct service during communication with the requester and diagnostics.

Example of internal guideline

Internal guideline regarding this issue should contain the following information:

Catalog of IT Services

1. List of services provided by Internal IT department to company employees.
2. Every sheet should be a separate document (saved e.g. on SharePoint).
3. These catalog sheets can be referred from the Service Desk forms (Description field).

Service ID	S001
Service name	Computers and Accessories
Description of service	Supply and Service of Computer and Accessories computer desktop or notebook + docking station + bag monitor mouse keyboard earphones with microphone necessary connecting cables Connection into corporate network Connection of the computer into corporate network The computers are connected into corporate network: a) by a cable b) wirelessly (via wi-fi) Web access Providing web access from corporate network The computers are connected to the Internet via corporate network. The connection is automatically set. There is no need to set it manually. Access to Internet web servers from corporate network is not restricted.
Variants	Business – Notebook Constructional – Desk Station Administrative – Desktop
Key user	Peter Jenkins (Business) Frank Skipper (Construction) Mary Burke (Administration)
Default Levels of Service	Delivery: RF001 – Standard Request Solution Repair IM001 – Standard Issues Solution

Service ID	S002
Service name	Standard SW
Description of service	Installation and support of standard software supplied with computer.
Variants	Applications Key user Basic software Recommended for new computers Windows 7 Enterprise (Czech, x64) Peter Jenkins Yes Microsoft Office 2010 Professional Plus (Czech, x64) Peter Jenkins Yes Microsoft Lync Peter Jenkins Yes Adobe Acrobat Reader Peter Jenkins Yes 7Zip Peter Jenkins Yes Microsoft Office Project 2010 Professional (Czech, x64) Frank Skipper No Microsoft Office Visio 2010 Professional (Czech, x64) Frank Skipper No Supported legacy applications: Microsoft Vista Enterprise (Czech, x64/x32) Peter Jenkins Microsoft Office 2007 Enterprise (Czech, x64/x32) Peter Jenkins Microsoft Office Project 2007 Professional (English, x32) Frank Skipper
Key user	Peter Jenkins (Business) Frank Skipper (Construction) Mary Burke (Administration)
Default Levels of Service	Delivery: RF001 – Standard Request Solution Repair IM001 – Standard Issues Solution

Service ID	S003
Service name	E-mail
Description of service	Mailbox management Each employee has his/her own mailbox. Standard format of an address is @company.com. Size of a mailbox is limited to 500 MB, see recommended settings of automatic archiving. Mailbox content is saved onto two hard drives in case of drive failure. In case of server damage or theft are the data backed up two times a year.
Variants	No variants of this service are provided. If you have non-standard need, enter the request within Standard Requests Solution and the department will address it.
Key user	Peter Jenkins
Default Levels of Service	Delivery: RF001 – Standard Request Solution Repair IM001 – Standard Issues Solution

Service ID	S004
Service name	Shared Files and Folders
Description of service	Shared drives management, its back up and archiving. Solution of issues with shared drives and the data on them, assigning and changing access permissions Shared drives are Drive Description S: Backed up drive in ZR. The drive size is 20 GB. The content is backed up every night after workday. The back up resists server damage or theft. Last 5 back ups are archived. T: Working drive in ZR. The drive size is 200 GB. The content is saved onto two hard drives in case of drive failure. In case of server damage or theft are the data backed up two times a year. V: Working drive in Brno. The drive size is 200 GB. The content is saved onto two hard drives in case of drive failure. In case of server damage or theft are the data backed up two times a year. V:\BackedUp folder is backed up every night after workday. The back up resists server damage or theft. Last 5 back ups are archived. Size of this folder is limited to 1 GB.
Variants	Access is managed on a job title basis (top management, accounting department, administrative employees, ...)
Key user	Peter Jenkins
Default Levels of Service	Delivery: RF001 – Standard Request Solution Repair IM001 – Standard Issues Solution

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