Course Description

This course is grounded in the industry best practice guidelines of the ITIL framework and expanded through our extensive, practical experience in developing Service Catalogs with our clients. Learn the importance of an effective Service Catalog to overall IT Service Management (ITSM) activities and how to create one with the guidance of an experienced IHS Support Solutions ITSM consulant.

• Course Description
  
• Who Should Attend
  
• What You'll Learn
  
• To Register

Who Should Attend

Future and current Service Level Managers, Account Managers, Service Owners, IT Process Engineers, Business Analysts, IT Project Managers and Consultants and Systems Analysts (anyone involved in a Service Catalog initiative).

The Service Catalog is the recommended starting point for ITIL initiatives since it provides a high level definition of all the services that I.T. provides. Incorporate this ITIL best practice in your IT service management infrastructure and realize these benefits cited by our clients:

• Begin the cultural shift from a system-oriented perspective to service-oriented perspective
• Build an understanding within IT of how customers perceive the services offered by IT
• Kick-start (or reinvigorate) the process for IT's creation and publication of it's Service Catalog
• Create a foundation for the implementation all of the other ITIL/ITSM processes

Service Catalog Concepts

• The importance of the Service Catalog
• Service Level Management, the Service Lifecycle, and the Service Owner role
• The definition of a service
• Adopting the perspective of the internal customer, i.e. end-to-end delivery of the service
• Alignment of I.T. with the business

Service Catalog Design Considerations

• Defining the Customers & Users
• Defining / validating the Services provided
• Structuring the Service Catalog
• Defining "ITIL-ized" Service Descriptions
• Separating Services from Systems / Configuration Items (CIs)