Service Portfolio and Service Catalogue and… – ITIL v3


 

 

Service Portfolio Big Picture - ITIL v3

After a comment from IT Skeptic for the previous Service Catalogue – ITIL v3 post, I’ve drawn this diagram hoping it will give a clearer picture on this topic (it is heavily based upon Figure 3.7 from the Service Design core book) .

A bit more, again from the Service Design book (4.1 Service Catalogue Management section):

  • Business Service Catalogue – Contains details of all IT Services delivered to the Customer (it is the customer view)
  • Technical Service Catalogue – Expands the Business Service Catalogue with relationships to the supporting services, shared services, components and CIs necessary to support the provision of the service to the business (so it’s not Customer viewable).

The Business Service Catalogue contains the relationships with business units and business processes that are supported by each IT Service. It can sustain a more proactive Service Level Management.

The Technical Service Catalogue helps focusing internally on establishing supporting agreements and contracts (SLAs, OLAs and contracts with external providers) since it identifies the underlying technology and supporting groups for each IT service.

The Business and Technical Service Catalogues briefly described above reflect the dual perspectives on services mentioned on IT Skeptic’s comment.

Like before with ITIL v2, these are guidelines that need to be adapted to each organisation. The big advantage being they’re described in a broad context this time closer to the business.

[Rodrigo Flores wrote a post that may help further on clearing up these Service Catalogue/Service Portfolio concepts.]

About these ads

12 Responses to “Service Portfolio and Service Catalogue and… – ITIL v3”

  1. ponny Says:

    Hi

    Any chance of a larger copy of that diagram? I’m currently working for a Managed Services Provider and wrestling with how to represent things like Service Level Management and what we actually do for our customers. Your idea of the Business Service Catalogue vs. the Technical Service Catalogue looks like the deal! Thanks!

  2. rumagoso Says:

    Thank you! Now I’ve noticed that it was a small picture NOT pointing to the big picture (no pun intended). Just in case it’s useful I drew it with MS Visio. Click on the “Email me” link on the upper right corner for a copy.

  3. links for 2007-07-17 « D e j a m e S e r Says:

    [...] Service Portfolio and Service Catalogue and… – ITIL v3 « ITIL Blues (tags: itil) [...]

  4. The IT Skeptic Says:

    Nice!!! thank heavens we now distinguish between SC the brochure and SC the technical specification.

    I also published an article on this topic which is only partly outdated by V3: “Service Catalogue is the Center of the ITSM Universe” http://www.itsmwatch.com/itil/article.php/3676926. I still think SC is not given the respect it deserves even in V3. to read much of the V3 content, you’d still think CMDB was the centre not SC

  5. Dmitry Says:

    Compared with Figure 4.11 “Service Pipeline and Service Catalogue” in Service Strategy one thing is still unclear – Retired Services.
    According to Service Strategy they are inside the Service Catalogue, but according to your picture they are outside.

  6. rumagoso Says:

    Dmitry you’re right about the way Retired Services are depicted inside the Service Catalogue (as seen at Figure 4.11 from Service Strategy book).
    It’s certainly an error on that diagram… The rest of the diagram is good – like the way it shows the Service Pipeline during Service Design and Service Transition. What I like on that diagram is the circles showing the amount of resources needed for each phase – it may help defending how much resources we need with top management.

    One way of showing the Retired Services with the Figure 4.11 would be having the Service Catalogue ending on the right limit of the big Service Operation circle, thus marking that (like with the Service Pipeline to the Service Catalogue transition), there’s a a phase-out for the services facing termination during Service Operation.
    At least a generic policy regarding services obscelence should be in place along with specific details for every service (a good thing to take care of when designing new services), to make sure it happens smoothly for the users.

    This error is a good candidate for BOOKED:

    http://www.itskeptic.org/bokked

    Or the OGC’s Official Change Control System:

    http://www.best-management-practice.com/changeLog

    [just submited this error at BOKKED]

  7. noema Says:

    Rumagoso and Dmitry,

    I’m not sure I agree. Think about why you’d want to maintain a list of retired services. Now think about why they should be listed in the catalogue.

    The books say the catalogue is a “demand channeling mechanism”. If the customer wants a retired service that has previously been available, then the catalogue should assist in dissuading that request. At least until the retirement has reach the stage where the customer is no longer in the habit of reaching for the service.

    The concept is comparable to retail catalogues where the retailer includes “discontinued items.” They don’t stay in the catalogue indefinitely but they help prevent confusion for long-time buyer by subtlely communicates the sunset and disposition of a service.

  8. Ajay Says:

    Any idea where could i get few examples of on how Business Service catalogs are interlinked with Technical Service Catalog?

    Also suggest any books, that could give much more better view of Services, Service Catalogues in common language. I am already going to ITIL V3 books, which are really good, but lack some real time examples in detail

  9. Gordon Says:

    Check out the book “Defining IT Success through the Service Catalog” from Rodrigo Flores, Bill Fine, and Troy DuMoulin. I just read it – I found it to be a great resource for our ITSM initiative, with a lot more detail and examples on the above topics than you’ll find in the ITIL V3 books.

    You can find it on Amazon.com at:

    Defining IT Success through the Service Catalog (Pink Elephant Guides)

    Defining IT Success through the Service Catalog (Pink Elephant Guides)

    Buy from Amazon

  10. HB Says:

    Most of companies don’t compose 2 catalogs. They preapare something between Business and technical catalogs. Actually it is hard to differentiate these two catalogs. You need to work with both business and technics sides.

  11. 2010 in review {thanks to WordPress guys!} « ITIL Blues Says:

    [...] Service Portfolio and Service Catalogue and… – ITIL v3 July 2007 10 comments 4 [...]

  12. #SMFlashBook – My Best Tip for building the Service Catalog | ITIL Blues Says:

    […] A diagram for service catalog context within ITIL aqui. […]

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s


Follow

Get every new post delivered to your Inbox.

Join 46 other followers

%d bloggers like this: