IT Service Management

Service Catalog Management

The rapid technological progress and the ever-increasing digitization of business processes and products (Industry 4.0) are leading to information technology and thus IT organizations playing an increasingly important role.

Due to the resulting dependence of the business on a functioning IT, it is crucial that the requested business services are provided in the required number, quality and availability by the IT.

Ensuring this is the core task of IT service management.

An important process in the context of IT Service Management is Service Catalog Management.

The service catalog documents all active and approved services. On the one hand, these are so-called business services that can be consumed directly by the business, and on the other hand, technical services that are necessary to provide the business services (for example, data backup).

As a result, all services provided by IT are described in a structured manner in a service catalog, taking into account all relevant service information (including description, responsibilities, costs, benefits, service items).

Since the service catalog represents the direct interface between business and IT, it is of particular importance.

Situation Today

Even though the service catalog represents the direct interface between business and IT and thus has a special significance, service catalogs are still often managed on the basis of office applications and intranet sites.

The information on the services offered is often stored across several data sources (for example, cost information in ERP, service level agreements in contract documents, KPIs in IT service management tools, etc.), is poorly structured and can only be evaluated in the rarest of cases.

Many service catalogs in use today resemble more order portals for hardware and software. As a rule, they lack functions to evaluate services according to economic aspects.

Economic considerations are often not carried out due to the lack of readability, since an evaluation of the unstructured, distributed information is not possible.

An evaluation of dependencies between the offered business services as well as the required technical services as well as the dependent infrastructure are included in the above mentioned. Documentation tools not possible or only with high (sometimes manual) effort.

Due to the resulting dependence of the business on a functioning IT, it is crucial that the requested business services are provided in the required number, quality and availability by the IT.

Ensuring this is the core task of IT service management.

An important process in the context of IT Service Management is Service Catalog Management.

The service catalog documents all active and approved services. On the one hand, these are so-called business services that can be consumed directly by the business, and on the other hand, technical services that are necessary to provide the business services (for example, data backup).

As a result, all services provided by IT are described in a structured manner in a service catalog, taking into account all relevant service information (including description, responsibilities, costs, benefits, service items).

Since the service catalog represents the direct interface between business and IT, it is of particular importance.

Service Katalog Management with alfabet

Tool-based recording and maintenance of the service catalog can help here. The integration of service catalog management into an architecture tool such as alfabet from Software AG opens up completely new possibilities, since all relevant architectural artefacts, such as eg Business processes, business capabilities, applications, infrastructure and only need to be related to the services. The resulting transparency about the company IT and the services required by the departments is a basic prerequisite for the “benchmark capability” of IT and thus also for the right sourcing decisions (eg near-shoring, off-shoring and cloud sourcing). , Only if the company has a service structure oriented to best practices, which can be compared with the corresponding cost information, can the cost effectiveness of an in-house operation vis-à-vis third-party operations be meaningfully assessed.

In addition, all activities associated with Service Catalog Management enhance the ability to bid for IT service providers and better manage existing service relationships. This can save costs and minimize risks.

Especially service catalog management based on alfabet offers the possibility to record all relevant service information consistently, structured and evaluable:

  • Single Source of Truth for service information
    Structured, consistent collection of services using predefined editors
  • Structuring services according to various aspects (provider, lifecycle phase …) using service categories
  • Documentation of dependencies to other services as well as other architectural artifacts (applications, technologies, hardware, etc.)
  • Documentation of responsibilities (e.g., service manager, service owner, provider organization within IT)
  • Entering costs of different cost types on cost centers or directly on services
  • Assignment of services to the performing cost centers and automatic distribution of cost center costs to the services provided
  • Evaluation of services e.g. in terms of criticality, benefit and customer base
  • Documentation of the consumers of the services
  • Documentation of Service Level Agreements (SLA) and Operational Level Agreements (OLA)
  • Linking Services to Demand and Project Management
  • Workflow / wizard-based maintenance of services in alfabet by the service owner
  • Key figures from other ITSM tools (for example # of Incidents) can be transferred to alfabet via an interface
  • Comprehensive reporting options (tabular as well as graphical evaluations are possible)

For each service u.a. the following information is collected:

  • Service ID
  • Name
  • Version
  • Status (planned, active, inactive)
  • Phase (requirements recorded, in operation, …)
  • Life cycle (planned start / planned end)
  • Service category
  • Short description (IT)
  • Description (IT)
  • Description (Business)
  • Scope and provided functionalities
  • Responsibilities
  • Provider (department)
  • Service Manager
  • Service Owner & Deputy
  • Business Owner
  • Use
  • Supported business case / process
  • Specifications
  • Service Criticality (Mission Critical, Business Critical, Business Operational, Administrative Services)
  • Costs broken down by cost type
  • Cost centre
  • Transfer pricing
  • Number of payers
  • Dependencies on other services
  • SLA / OLA
  • Target Availability
  • Consumers of the service

In addition to the o.g. Information can also be added to any other attributes on the service.

Process model

CTI consultants are happy to bring in their expertise gained in a large number of customer projects. Our experts combine business management and SAP know-how with the special expertise in architecture and service management tools. This not only gives you a blueprint based on an Office document, but also the simultaneous implementation and operationalization based on a tool. This means that all IT processes emanating from Service Catalog Management go live after the training has been carried out in your organization.

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