Our very own Molly Holladay of newScale gave a great workshop last Sunday at ITSMf -- unfortunately many people couldn't attend because it was oversubscribed, but of course some people didn't show up (It was a beautiful Sunday in San Francisco so it's understandable).
So I was going to post, but Dennis Powell of Stacksafe beat me to it. Well done!
Here's an excerpt of what Dennis wrote.
This workshop positioned the Service Catalog as the center of the ITIL universe. A Service Catalog is often the place where many business users are first introduced to what IT can do, and the place from where the service delivery process starts.
A Service Catalog defines the services that IT provides to an organization’s employees and its customers. In the Service Catalog, IT describes the services (new hardware, ‘onboarding’ new employees, project management, etc.) that are available for order, those who can consume the service, how much the service costs to fulfill, how long it will take to fulfill the service, and how the service is fulfilled.
The concept of a Service Catalog isn’t new, but the ability to define services in a conceptual and concise way is apparently still a significant reason why Service Catalogs sometimes end up on a shelf. Quite often IT struggles with controlling the sheer volume of services that they define to the Service Catalog – it’s okay to define sub-categories of services - and IT struggles with defining only services as opposed to the technology that they control and manage. If you encounter difficultly sorting out the differences and controlling the sheer size of the catalog, apply the “restaurant menu” process – restaurants don’t list every ingredient, or charge you for each step of their food preparation. They list the entree. A Service Catalog should do the same, list the entrees that the IT “chefs” have cooked up for their consumers.
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