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ITIL® Creating a Service Catalogue

ITIL® Creating a Service Catalogue

Course Outline

How does an IT department and its Customers know what live IT services are provided, supported and required to deliver business processes? Without such a definition, how can IT align the delivery of those services with the needs of the business?

It is important for a good IT Service Provider to have a clear understanding of how any given IT component enables or disables a business process. The definition and presentation of these services should be presented in the IT Service Catalogue.

Many organisations recognise the need for such a Service Catalogue, but do not know how to go about creating one and exploiting all of the ways in which it can help IT be integrated within the business.
This course will take an in-depth, practical insight into how to create a Best Practice Service Catalogue and how to use it to gain benefits throughout the Service Lifecycle and beyond.


Course Content

  • The Service Catalogue in the Context of the Service Lifecycle
    • Service Management as a Practice
    • What is Service?
    • Service Management and Business Value
  • Service Portfolio Management
    • Relationship with Service Catalogue and Service Pipeline
    • Business and IT Services
  • Service Catalogue Management
    • Purpose, Goal, Objectives, Scope and Interfaces
    • Business and Technical Service Catalogue
    • Planning to Create a Service Catalogue
    • Key Metrics
    • Relationship to Other Lifecycle Processes, including Service Asset and Configuration Management, Request Fulfilment and Financial Management
  • Service Level Management
    • Key Concepts and Activities
    • Key Metrics and Deliverables
    • SLAs, OLAs and Review Meetings
  • The Role of Business Relationship Managers
  • Service Offerings and Agreement
    • Roles and Responsibilities
    • RACI matrix
    • Job descriptions
  • Technology and Implementation Considerations
    • Templates
    • Technology and Tooling
    • Good Practice
    • Challenges, CSFs and Risks
  • Continual Service Improvement


Course Objectives

This course will enable participants to:

  • Design and implement a Best Practice IT Service Catalogue;
  • Understand the need for service definition and how it enables the control, measurement and improvement of IT service provision;
  • Understand the critical success factors for defining business-focused IT Services, for deploying and managing a Service Catalogue and Service Level Management process;
  • Use tools, templates and techniques explored during the course in their own work environment.

Who Will Benefit?

This course is aimed at staff providing IT Services in an organisation that is adopting ITIL®, particularly those with responsibility for Service Catalogue Management, Service Level Management and customer relationship management.

Pre-Requisites:

Delegates should hold the ITIL® IT Service Management Foundation Certificate.

Course Materials:

All delegates will be provided with comprehensive FGI Creating a Service Catalogue courseware and the ITIL® Service Design lifecycle publication.

Private On-Site Training:

This course can also be taught privately at your workplace by our accredited trainers, for more information read about our on-site training.

If you would like more information on this course, please Contact Us.