Barclay Rae, Independent Management Consultant, Barclay Rae Consulting
It may sound simple to say that we need to define our services, but what do we actually mean by services?
Questions come up like:
- How are our services linked?
- Do we include applications and hardware?
- Is email a service?
- Do we include all aspects of technology in the delivery of a service?
When these and many other questions come up, there is still little real practical definition of how to do this (SLM and Service Catalog) in the best practice world.
This second session in the ITSM Goodness Series is a straightforward walk-through of how to define your services, how to structure these into a useful format and create a hierarchy that can then be developed into a number of other useful tools, as well as forming the basis of your service delivery and reporting.
This 8-part monthly series is designed to provide real-time value to newcomers and take to the next level those already familiar with the approach.
ITSM Goodness is an approach created by Barclay Rae to deliver practical, proven, successful and accessible advice and guidance for ITSM and IT professionals. The focus is clear and simple – on achieving the right business outcomes from IT, and how this is delivered, via the Customer Experience.