DuMoulin / Fine / Flores Defining IT Success Through The Service Catalog

1. Auflage 2007
ISBN: 978-90-8753-221-5
Verlag: Van Haren Publishing
Format: PDF
Kopierschutz: Adobe DRM (»Systemvoraussetzungen)

E-Book, Englisch, 118 Seiten

The Service Catalog is a fundamental IT tool covering the services themselves, default capabilities, measures and primary means of access and provision. In short, it represents the value IT provides to facilitate business operations.

Written by industry experts and using real case studies, this valuable title takes the reader beyond the theoretical to focus on the real business benefits of Service Catalogs and how to implement them successfully within an organization:

Services are made standard and rational, leading to lower costs and increased service availability

Standard ‘service products’ enable forecasting of demand, leading to better volume discounts from vendors and improved inventory and capacity planning

Controls over consumption of services are enhanced

The fulfillment of IT services is improved with the catalog. Standardization of services leads to recurrent workflows, rather than relatively expensive one-off projects

Autoren/Hrsg.

DuMoulin, Troy

Fine, Bill

Flores, Rodrigo

Inhaltsverzeichnis

1;Colophon;5
2;Acknowledgements;8
3;Preface;10
4;About Pink Elephant;12
5;1 Why Service Catalogs?;14
5.1;1.1 Beyond Cost Center - managing business risk;15
5.2;1.2 Beyond Cost Center - managing business value;18
5.3;1.3 Starting with the IT Service Catalog;21
5.4;1.4 Putting it all together: the front office of IT;25
5.5;1.5 Looking into the future: an IT maturity model;26
5.6;1.6 Case study;30
6;2 IT Services;34
6.1;2.1 Steps for defining IT Services;35
6.2;2.2 Who’s on first? Start with the Service Catalog;43
7;3 Service Offerings, Agreements and Service Requests;46
7.1;3.1 Services from the perspective of the customer;47
7.2;3.2 Service Offerings;48
7.3;3.3 Relating Service Offerings and IT Services;51
7.4;3.4 Connecting to the Business Customer: Business Agreements;54
7.5;3.5 Connecting to the End User: Service Requests;55
7.6;3.6 Putting it all together;56
7.7;3.7 Generating perceived Service Quality;58
8;4 Implementing SLM;64
8.1;4.1 The SLM process;65
8.2;4.2 Roles of SLM;67
8.3;4.3 Service Catalog and IT Tools;70
9;5 Defining The Business-Focused Service Catalog;74
9.1;5.1 The constitutive nature of the Service Catalog;74
9.2;5.2 The actionable nature of the Service Catalog;75
9.3;5.3 The governing nature of the Service Catalog;78
9.4;5.4 Beyond ITIL Service Support: The Business Perspective;81
9.5;5.5 Delivering business value;84
10;6 A Step-by-step Approach to IT Success;96
10.1;6.1 Step 1: Treat users like customers;98
10.2;6.2 Step 2: Standardize and catalog best practices;100
10.3;6.3 Step 3: Implement SLAs;106
10.4;6.4 Step 4: Start pricing and charge-backs;108
10.5;6.5 Step 5: Evaluate strategic (selective) outsourcing;111
10.6;6.6 Step 6: Report, monitor and refine;114
10.7;6.7 Putting it all together: transforming the IT Organization;115
11;7 Guide To Supplemental Materials;116