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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

Service Catalog should be structured logically with services grouped by subject (e.g. by the agendas of individual departments). This creates a hierarchical Service Catalog or, if you like, a Service Tree. Based on the experience gained during the implementations at our customers' places we recommend to structure the Service Catalog as follows:
  • 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

Service Catalog on Service Desk Portal

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.

Note:
The services with the "View in service catalog" option disabled in the service settings are not displayed in the Service Catalog.

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

ApplicationsKey userBasic software
Recommended for new computers
Windows 7 Enterprise (Czech, x64)Peter JenkinsYes
Microsoft Office 2010 Professional Plus (Czech, x64)Peter JenkinsYes
Microsoft LyncPeter JenkinsYes
Adobe Acrobat ReaderPeter JenkinsYes
7ZipPeter JenkinsYes
Microsoft Office Project 2010 Professional (Czech, x64)Frank SkipperNo
Microsoft Office Visio 2010 Professional (Czech, x64)Frank SkipperNo
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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