We use the word Service Catalogue interchangeably, to mean both the list of business services and their characteristics, and also the list of things which the business can request from IT. Sure, there is some crossover but we can’t help getting ourselves confused.
Join this webinar to learn why we need all these catalogues, and from real-world experience, how we develop them and use them in practice.
Now more than ever, we need to look to the future. The Service Catalogue is not just an important part of your BAU offering it is a key input to Service Transition as it will enable you to showcase new services to your stakeholders whilst at the same time enforcing value by linking to business processes. This session will showcase the link between the Service Catalogue and effective service introduction and provide practical guidance on maximising the benefits of them both.Read more >
Many organisations have created service portfolios and service catalogues that are just about IT – created under a ‘project’, and left to gather dust on a virtual shelf. Many more organisations have SLAs that focus on the performance of IT, but neglect the effect on the business. This presentation will destroy some myths, make you think differently, and give you the tools to continually improve both IT and the business by integrating portfolios, catalogues, and measures.
Kevin is an experienced speaker on service management topics, with a reputation for providing pragmatic and thought provoking advice in an easily understood way. He has over 20 year’s hands-on experience of applying the theory in a wide range of sectors and sizes of organisations, most recently in the public sector. He is an APMG Senior Examiner and is actively involved in the delivery of the UK Governments ICT Strategy.
A service catalogue does more than simply list the IT services an organisation provides. It helps IT engage with its customers and build and maintain relationships. It helps to establish boundaries and to set expectations. It helps to transform IT to a service lead organisation. It helps IT to find solutions, contribute to the bottom line and demonstrate business value.
The service catalogue should be a ‘living’ catalogue where services and support levels can be added and removed as required. Requests for new services, when approved, need to be incorporated into the service catalogue. Listing to the business and its technology needs, now and upcoming, will better align IT with the business, helping the service desk to show real business value and helping to position the service desk as a true business partner.
To make this happen, alongside the service catalogue should be a detailed plan outlining the Change Management and Request Management process.
What exactly is a Service Catalogue and how should businesses use them? Are we too caught up in the idea that the Service Catalogue is for IT services only? Could the Service Catalogue become a "one-stop-shop" for non-IT functions as well, for example, Human Resources or Facilities Management?
This webcast will cover:
- How the Service Catalogue can demonstrate value from IT
- How to prove this value to the business
- What non-IT services a Service Catalogue can provide
- What non-IT functions a Service Catalogue can provide
- Practical advice and tips on building a Service Catalogue
- How Service Catalogue fits into the overall CMS
Brian Kerr has worked in the IT industry for 35 years. He has a vast amount of experience in delivering ITIL based Service Management solutions worldwide and is a qualified ITIL Service Manager and project director at Axios Systems, becoming the 1st in the world to achieve BS 15000 certification, now ISO/IEC 20000 (the international standard for IT Service Management).
In this webinar, you will learn about the value of service catalogues to businesses. You will also learn about the different types of service catalogues and how to build them from the ground up. At the end of the webinar, there is an interesting demo of ServiceDesk Plus - you will see how an IT admin helps a new employee with her request for a new laptop.Read more >
This presentation describes where and how to start when establishing a Service Catalogue. It outlines some of the key things you need to consider before embarking on the journey and then describes a pragmatic implementation approach. It will also equip you with the ability to make a sound business case for the creation of the Service Catalogue and enable you to obtain the resources that you need.Read more >
Most of the service catalogues I've seen are technical focused. Even the clear defined offer of Salesforce.com is more or less technical and feature focused. Of course, they have a very clear structure and transparent pricing. These are two very important facts to get a service catalogue customers will like.Read more >
Traditional IT (desktops, laptops, etc.) markets are declining, the usage of traditional Operating Systems is declining; more and more organisations are moving to flexible work patterns and locations, mobile devices and IoT are on the rise, productivity tools have already shifted to a “anywhere, anytime and on any platform” approach.
This session will provide an overview of how we have merged Agile ITSM and SIAM in a Service Catalogue responding to and anticipating our customers’ requirements covering the Enterprise Managed Mobility (EMM) space.
"Versatile PRINCE2 Agile and ITIL V3 certified professional, with over 15 years' experience spanning from service delivery to service design and exposure to multiple medium to large client environments, I focus on implementing the company's vision and translating it into innovative service offerings by building viable, robust and scalable ITIL processes.
With more than 20 years in Service Management, the BBC's Nic Partington will be discussing the pragmatic implementation of ITIL, alongside her own experience of creating and curating the BBC's IT Service Catalogue.Read more >
Service Catalogue contents in different industries and sectors vary. If you start working in new industry/sector there is high likelihood that the service catalogue will differ, but there is way to know what to expect in the service catalogue. In this presentation you will be able to understand the techniques to find out possible contents of service catalogue for any sector.
About the presenter:
Vikramaditya possesses around 24 years experience in IT with varied roles. Vikramaditya has worked for 50+ disparate global industries/sectors/clients such as Banking & Financial Institutes, Investment Banks, Telco & Mobile, Energy & Utilities, Travel & Airline, Government/Public, Consultancy firms, Call Centres, Education and Examination Institutes, Space & Aeronautical, FMCG, Internet Service Providers (ISP), Mapping agencies, Natural disaster units and many others.
Attend this webinar to learn from seasoned expert Steve Lawless how to implement and manage a successful Service Catalogue.
Steve Lawless has over 20 years hands on experience in implementing Service Management and has worked for Purple Griffon for the last 13 years as a an ITSM trainer and consultant, delivering many Service Catalogue Management Master-classes and consultancy assignments.
Join Colin Rudd as he explains why the service catalogue is so important to the establishment of a mature service desk operation and why it is so important for the service desk to be involved in the design, scoping and implementation of a service catalogue within an organisation.
About the presenter:
Colin has been working in the IT industry for over 40 years and is internationally recognised as a leading authority, coach and mentor on all aspects of IT service management. He has been heavily involved in the development of ITIL® as an architect and lead author.
Colin now works for his own company using his extensive service management experience and knowledge to assist many client organisations with improvement of their processes and solutions. He has also delivered service management training and consultancy all over the world including presentations at many keynotes at International conferences.
He also assisted with the development of the ISO/IEC 20000 service management standard and is currently the chairman of itSMF UK. His enormous contributions to the service management industry were recognised in 2002, with the presentation of the itSMF’s “Paul Rappaport” lifetime achievement award.
Keith is the Service Delivery Manager for Nottinghamshire County Council. He has a wealth of Service Management experience including 12 years in IT and has the ITIL V2 Managers and V3 expert qualifications.Read more >
We all know that a service catalogue, if implemented well, can act as a glowing advertisement of IT and why we can offer the rest of the business. As well as displaying the definitive list of all services, it can act as a spring board for the request fulfilment process and encourage interaction between us and the rest of the business.
Many organisations struggle with service catalogue implementation. Setting expectations, expensive tools versus in house catalogues and maturity levels are all challenges.
This presentation will look at the various types of catalogue, levels of maturity and how to avoid some of the most common pitfalls. Real life examples will be used to demonstrate to the audience “what good looks like”.
The Service Catalogue is one of the most useful tools an IT department can create. It forms the basis of the relationship between business and IT by clearly and simply stating what services IT does, and by extension does not offer. However many Service Catalogue creation projects founder as basic assumptions are not challenged and fundamental questions are not answered leading to uncertainty as to what a service catalogue look like or even does. This presentation will discuss the various types of service catalogues that are available and the areas of the misunderstanding that are most likely to cause an implication project to founder.Read more >
Service Catalogue and Service Design are essential elements in the success of service management and particularly in the way that this can help to support multi-sourcing, SIAM and Service Integration. This is particularly relevant in terms of clarifying the supply chain and defining the value chain – of IT services. New sourcing models may bring new challenges but many elements of good practical Service Management are highly useful in developing successful sourcing strategies. This presentation highlight key area and practical guidance.Read more >
During the last decades, all of us have made many attempts to implement the Service Catalogue according to the ITSM Best Practices. Through our different implementation approaches and the varied results we’ve received, we have discovered that there are many different possibilities for the Service Catalogue.
With Cloud Computing, having a well-defined Service Catalogue is critical. There are many different service layers, and a successful Service Catalogue will let us compare Self-Hosted Services versus Cloud Computing Services for making decisions as Service Managers. That is where a new Three-Dimensional Service Catalog approach by ServiceManagers.org can be the solution for building better and more affordable Business Services.
Attend this presentation so that Angel Berniz, Executive Director at ServiceManagers.org can help you discover how to build your very own 3D Service Catalogue.
The idea behind the Service Catalogue has been intoxicating for IT organizations. Give people a simple list of services to choose from and then deliver them, lowering costs and increasing efficiency in the process.
But there is a fundamental flaw in this model. We have entered the “experience age” where customers want much more than a simple order form. They now measure their satisfaction based not solely on simplicity, but on the totality of their experience. In this session, we will explore how customer attitudes and expectations are shifting, the “Four Moments of Truth” in a customer experience and the three ways that you must change your approach to a Service Catalogue to adapt to this future.
In this fast moving and interactive session - featured at the ITSMF UK 2015 and ICS/ITSMF Ireland 2016 conferences - the itSMF UK Service Transition Specialist Interest Group take on the concept of applying “bi-modal IT” or “two speed ITIL”. Agile, DevOps, the culture of ‘doing more with less and quicker’ are all common examples of expectations on IT service providers in a world where the framework are geared more towards traditional approaches to service management.
By pitting traditional against ‘new thinking’ approaches across several Service Transition topics (Release Management, Service Catalogue and Early Life Support), the group share their experience on applying the different approaches.
You’ll get the chance to put your view across through a series of votes and open discussion slots throughout the session…time boxed of course!
Jon Morley – Service Transition Manager at University of Nottingham & Vice-Chair of itSMF UK Transition SIG
Vawns Murphy - Problem & Change Manager at Micro Focus
Matt Hoey - IS Change and Service Quality Manager at Grant Thornton UK LLP & Chair of itSMF UK Transition SIG