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.