How to Create a Service Catalogue According to ITIL ®

London (EC1)

22/04/10

£

695

Berkshire

Reading (RG2)

08/07/10

£

695

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Course Overview

A good IT services organisation should begin with a clear understanding of how any given IT component enables or disables a business process. Until this is understood IT does not have alignment to business goals. This understanding of risk and dependency identifies how technology is assembled into services and utilised by the business. The definition and presentation of these services should be presented in a structured portfolio within the enterprise IT Service Catalogue.

Audience

Service Level Managers, Account Managers, Client Relationship Managers Systems Analysts, Business Analysts, IT Process Designers IT Consultants; IT Project Managers

Skills Gained

By attending this course you will:

• Learn how to design and implement a best practice IT Service Catalogue from our expert consulting team - "the ITIL Experts"
• Discover that - what is not defined cannot be controlled; what is not controlled cannot be measured; and what is not measured cannot be improved.
• Learn the critical success factors for defining business focused IT Services
• Learn the critical success factors for deploying & managing a best practice Service Catalogue and Service Level Management process
• Take away useful templates
• Take away a useful ARCI matrix showing roles & responsibilities
• Take away useful job descriptions to support the ARCI matrix
• Take away an example project plan for creating a Service Catalogue

Prerequisites

While there are no mandatory prerequisites; however, this is an advanced ITIL workshop which assumes that the attendee is already familiar with general ITIL terms and theory. It is strongly recommended that you have the Foundation Certificate in IT Service Management before attending this course.

Course Outline

Learn

• The differences between Service Catalogue theory and reality
• Why the Service Catalogue needs to be integrated with other key disciplines in IT service management
• The role of the Service Catalogue in enabling Service Level Agreements & Operating Level Agreements
• How the Service Catalogue leverages Configuration Management , and vice-versa
• The role of the Service Catalogue in Request Management
• How the Service Catalogue and service based cost models enable Financial Management
• Understand the activities and roles required to maintain the Service Catalogue and service categorisation models