Implementing A Service Catalog

The Service Portfolio describes a providers’s services in terms of business value. The Portfolio provides a means to articulate the needs of the business and align the IT Service Provider with those needs. The Service Catalog plays an important role in the delivery of Services. IT organizations often struggle with how to best define Services and map them to the business units that they serve. The purpose of this workshop is to understand the role of the Service Portfolio across the Service Lifecycle and how to develop and implement the Service Catalog. This course is divided into three key areas:

• Introduction to Service Management, the Service Portfolio and Service Catalog
• Key Steps to Design a Business Service Catalog and Technical Service Catalog
• How to Manage, Evolve and Improve the Service Catalog

Course Description:

This course focuses on the techniques that are necessary to create, maintain and evolve the Service Catalog. The Introduction describes Service Management as a practice and the role of the Service Portfolio in managing investments across the Service Lifecycle. The Service Catalog Management process is explored defining its scope, value, inputs, outputs, triggers, interfaces, challenges and risks. A sample Service Catalog is provided to spark students ideas on creating their own Service Catalog. Next, students will explore the Service Catalog including both the Business Service Catalog and Technical Service Catalog. Hands on exercises drive the adoption of a Service Catalog Management Framework utilizing a four-step implementation plan that includes the initiation, plan, design and implementation of a Service Catalog. Finally, the course explores how to integrate the Service Catalog with Service Level Management and how to maintain Service Mapping.

Audience:

• Individuals who have the ITIL Foundations Certificate
• Requires a basic understanding of the ITIL framework and how it may be used to enhance the quality of IT service management within an organization.
• IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement program.

Duration: 6 hours of instruction delivered over 2 or 3 days

Course Delivery: Live instructor-led class delivered by Julie Mohr in a virtual classroom.

Price: $495 for instruction and student workbook