As most of us are already aware, the business of IT has become even more critical in ensuring the overall success of an organization. In today’s fast pace and fluid environments the statement that “every business decision triggers and IT event” is becoming increasingly true for those of us who operate in the world of ITSM. One of the most valuable tools that we can employ is our service catalog. In a mature ITIL organization we can have two views of this catalog. The first being the Business/Customer catalog where we connect our customers/users to the standard IT services that we offer, deliver and support. The second view is the Technical/Supporting service catalog, which when appropriately maintained is a very powerful tool that allows us to relate IT services to our supporting services and the underlying supporting infrastructure. It is this second view that we will review here.
Our service catalog provides us with a central source of information on all of the IT services delivered. It ensures that all areas of the business can view an accurate and consistent picture of their IT services, the details and their status. It displays the services in use, how they are intended to be used, the business process they enable and the levels and quality that the customer can expect to be delivered for each service. In the Technical/Supporting catalog we will document and blueprint the connections between our underlying supporting services and infrastructure to those business IT services. This will enable our ITSM organization to enable proactive Service Level Management and ensure more accurate and speedier incident management and change impact analysis processes just to name a few.
By having a clear and accurate picture we can ensure that during strategy sessions appropriate and wise decisions can be made about the current and future use of resources. This will include having an accurate financial picture through financial management for IT services. The Business Relationship Management process can ensure the right services are being delivered and can be appropriately supported.
In the design stage of our service lifecycle we can design improvements, additions, transfers or retirements without negatively impacting our current resources and services and their SLAs. Appropriate levels of capacity, availability, continuity and security can be delivered to meet the dynamic demand from our customers.
In Transition accurate risk assessments can be made through the utilization of our Technical/Catalog allowing our Change Management and Release and Deployment Management processes to more swiftly assess, build and release changes into the live environment meeting rapidly changing business requirements while reducing risk and the possibility of unproductive rework.
During Operations, the technical catalog is an essential tool for the service desk and their ability to carry out accurate and prompt remediation of incidents by presenting a clear roadmap in diagnosing incidents from descriptions of symptoms from customers on which services they are having issues. Problem Management can use these diagrams to do forensic investigation or proactive Problem Management and ensuring the SIPs can be completed more quickly with more robust resolutions.
Finally, within CSI all processes and functions will be able to see those opportunities for improvement by accurately finding those areas of our environment that will benefit from a redesign, update or enhancement.
For additional information and training please see http://www.itsmacademy.com/itil-sd/ ITSM Academy's next Service Design class will be August 22 - 26 2016