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GoToWebinar Control Panel
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• Open and close your Panel
• View, Select, and Test your audio
• Submit text questions – they will be addressed throughout the session
• Raise your hand
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What is the Service Catalogue according to ITIL?
If you are planning to implement the Service Catalogue...
...you need to know all the necessary elements of the Service Catalogue Management process.
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There is no need to start from scratch, when a practical and
proven approach to defining and creating the Service Catalogue
exists.
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• Defining services and Service Catalogue structure
• Important elements of the Service Catalogue
• Activities of the Service Catalogue Management process
• Implementing the Service Catalogue
• Interfaces, benefits explained and biggest challenges
Agenda
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Defining services 1/2
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Service
Service package
IT System
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Defining services 2/2
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Customer-facing services
Serv
ice
Cat
alo
gue
Supporting services
Service 1 Service 2 Service 3
Customer A
Service I Service II Service III
Customer B Customer C
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Service Catalogue structure
Business Process 1
Business Process 3
Service E
Business Service Catalogue
Technical Service Catalogue
Business Process 2
Applications Data Software Hardware
Service A Service B Service C Service D
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Important elements of the Service Catalogue
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• Description of the services
• Interface to supporting services
• Interface to other processes
• Business impact of the services
• Service Level Management-related data
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Activities of the Service Catalogue Management process
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Service definition
• Agreeing
• Documenting
• Describing
Interfacing
•Service portfolio
•BRM and SLM
•Business
Producing and maintaining
• Service Catalogue
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Implementing the Service Catalogue
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All aspects and details about the service
Customer view
Technical view
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Interfaces
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Service Catalogue
Management
Service Level Management
Service Asset and
Configuration Management
Demand Management
Business Relationship Management
Service Portfolio
Management
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Benefits explained
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• Customer satisfaction
• Central source of information
• Common understanding of the services
• Marketing tool
• Improved visibility of customer-facing, as well as supporting services
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Biggest challenges in Service Catalogue Mgmt. implementation
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• Unclear definition of services
• Inaccuracy of data in the catalogue
• Circumvention of the use of the Service Catalogue
• Quality of the information in the Service Catalogue
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Conclusion
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Don't underestimate the importance of the Service Catalogue. It’s a “shopping cart” for your customers, and their willingness
to order your services depends on it.
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