The webinar covers: • Understanding services • Service catalogue – where to start? • The Father – Service portfolio – building blocks • Real Life examples Presenter: This webinar was presented by Dr. Orlin Marinov, senior consultant and partner in ITCE with 20 years of experience in IT and service management.

1. HOW TO CREATE EFFECTIVE IT SERVICE
CATALOGUE
Orlin Marinov, PhD
Senior Consultant and Partner at ITCE ltd.
ITIL Expert, Prince 2, Cobit 5, CISSP, ISO20000, ISO27001, MCSE Security, MCT
www.itce.com
23.10.2015 г. 1

2. AGENDA
2
 About services
 Who use the service catalogue
 How to build it

3. ABOUT SERVICES
23.10.2015 г. 3
 Service provider
– An organization supplying services to one or more internal or external
customers
 Customers
– Someone who buys goods or services
– Defines and agrees the service level targets for an IT service
 Users
– A person who uses the service on a day-to-day basis
– The ‘consumer’ of the IT service
 Suppliers
– Third parties who supply goods or services that are required to deliver IT
services – for example hardware and software vendors
A service is a means of delivering value to customers by facilitating outcomes that
customers want to achieve, without the ownership of specific costs and risks (ITIL)

4. WHY SERVICE CATALOGUE?
23.10.2015 г. 4
 ISO/IEC 20000
 ISO/IEC 27001
 Who else?
– Business – SLA, Charging
– Users
– IT departments
– External service providers
– Security and continuity managers
– Risk officers
The service catalogue is a database or
structured document with information
about all live IT services, including
those available for deployment. The
service catalogue is the only part of the
service portfolio published to
customers and is used to support the
sale and delivery of IT services. The
service catalogue includes information
about deliverables, prices, contact
points, ordering and request processes

5. CATALOGUE OF SERVICES
23.10.2015 г. 5
Service owner(s) Business relationship
manager(s)
Service
assets
Service
catalogue
Business
outcomes
Copyright © AXELOS Limited 2011 Reproduced under licence from AXELOS

6. WHAT IS/IS NOT A SERVICE
23.10.2015 г. 6
 Business processes
 IT Systems
 Support
 Access management
 Printer repairs
 File backup or restore
 Notifications

7. HOW TO DEFINE IT
23.10.2015 г. 7
Identify
provider
positioning
Identify users
Define
views/filters
Start from the
business
perspective
Identify value
List the
services
Classify the
services
Agree with all
stakeholders
Publish and
market it

8. Bank Services
INTERNAL AND EXTERNAL
CUSTOMERS AND SERVICES
8
Bank XYZ
Payments Loans E-Bank ATM
Back office Front office
Internal customer-facing IT services
IT
Infrastructure
IT
Applications
Desktop
support
IT
Developers
External customer-facing IT services
Internal supporting servicesBank’s IT

9. IDENTIFY USERS /
STAKEHOLDERS
23.10.2015 г. 9
 COO
 Business unit managers
 Users
 External customers
 Service desk
 Software developers
 Application management
 Technical/infrastructure management
 IT Operation
 Security
 Compliance
 Financial management
 … and many others

10. DEFINE VIEWS/FILTERS
23.10.2015 г. 10
 Different needs – different views/filters
– External customer view – probably published on website
– Internal customer view - business units need to see what
services are used for their processes
– Technical view - technical people need technical details

11. START FROM THE BUSINESS
PERSPECTIVE
23.10.2015 г. 11

12. START FROM THE BUSINESS
PERSPECTIVE
23.10.2015 г. 12
Payment direction Payment system Payment type
Inbound Core Direct debit
Swift Request for transfer
Outbound Utility payment
SEPA Mass payments

13. IDENTIFY VALUE
23.10.2015 г. 13
Copyright © AXELOS Limited 2011 Reproduced under licence from AXELOS

14. IDENTIFY VALUE - UTILITY
23.10.2015 г. 14
Payment
reporting
service
• Provide
value to the
customer
when
officer
determine
failed orders
• By
Combining
data from
multiple
sources

15. IDENTIFY VALUE - WARRANTY
23.10.2015 г. 15
Payment
processing
service
• Facilitates
Payment
process
• To
process
payment
orders
Within one
hour

16. LIST THE SERVICES
23.10.2015 г. 16
SERVICE NAME
VERSION
NUMBER
UI
SERVICE
DESCRIPTION/SCOPE
KEY USE CASES
Intra Bank
Payments (FX)
Processing
2.0 Core,
DocMgmt,
SigVal, ScanIT
Automate execution
payment transfer between
two own bank accounts in
different currencies
Input payment order with FX
same day value date, Print
Document,
Scan Document, Validate
scanned document, Specimen
confirmation, Archiving
Payments
Commissions
Management
3.1
WebClear,
Core
Processing of requests
for payment of
commissions to and from
foreign banks for
payments with options
OUR
Registration of payments with
option OUR and requests for
payment of charges, processing
of payments of commissions,
booking, Archive

17. CLASSIFY THE SERVICES
23.10.2015 г. 17
Enabling /
Supporting
services
Core service
Enhancing
service
Essential
Customer

18. CLASSIFY THE SERVICES
23.10.2015 г. 18
TYPE CATEGORY SVC ID Status SERVICE NAME
VERSION
NUMBER
UI
SERVICE
DESCRIPTION/SCOPE
KEY USE CASES
Customer-Facing
Internal
Payment
processing
IBS-001
Operational
/live
Intra Bank
Payments
(FX)
Processing
2.1 Core,
DocMgmt,
SigVal,
ScanIT
Automate execution
payment transfer
between two own bank
accounts in different
currencies
Input payment order with FX
same day value date, Print
Document,
Scan Document, Validate
scanned document, Specimen
confirmation, Archiving
Customer-Facing
Internal
Payment
support
IBS-002
Operational
/live
Payments
Commissions
Management
3.3
WebPortal,
Core
Processing of requests
for payment of
commissions to and from
foreign banks for
payments with options
OUR
Registration of payments with
option OUR and requests for
payment of charges,
processing of payments of
commissions, booking, Archive

19. HIERARCHICAL SERVICES
23.10.2015 г. 19
TYPE CATEGORY SVC ID Status SERVICE NAME
VERSION
NUMBER
UI
SERVICE
DESCRIPTION/SCOPE
KEY USE CASES
Customer-Facing
Internal
Payment
processing
IBS-001
Operational
/live
Intra Bank
Payments
(FX)
Processing
2.1 Core,
DocMgmt,
SigVal,
ScanIT
Automate execution
payment transfer
between two own bank
accounts in different
currencies
Input payment order with FX
same day value date, Print
Document,
Scan Document, Validate
scanned document, Specimen
confirmation, Archiving
Customer-Facing
Internal
Payment
support
IBS-002
Operational
/live
Payments
Commissions
Management
3.3
WebPortal,
Core
Processing of requests
for payment of
commissions to and from
foreign banks for
payments with options
OUR
Registration of payments with
option OUR and requests for
payment of charges,
processing of payments of
commissions, booking, Archive
Category Type Service
Technical
Application
service Market_Webservice
Technical
Application
service SOA_Swift
Technical
Application
service Payment queue
Technical
Application
service sep_master_hdl
Technical
Application
service sep_slave_hdl
TYPE SVC ID Status SERVICE NAME SERVICE DESCRIPTION/SCOPE
Supporting
Services
Tech-123 Operational/live Backup/ Restore Services
Copy or backup of files and databases, off-site
storage, storage system management, tape
collection for off-site storage and tape retrieval in
the event that restoration of historical data is
required. Self service restore portal
1. Incremental or differential backups
2. Processing backup requests
3…..

20. AGREE WITH ALL
STAKEHOLDERS
23.10.2015 г. 20
 Ensure that both customers (internal or external) and IT have
common understanding and recognize service in the catalogue
 Test it whether it will be suitable for
– SLA/OLA/UC
– Processes – Incident management, Risk management, Continuity
management etc.
– Budgeting and charging
– Project prioritization
 Show different views only to appropriate audience

21. SAMPLE FIELD OF SERVICE
CATALOGUE
23.10.2015 г. 21
 Service Name
 Type
 Category
 SVC ID
 Status
 Version
 UI
 Description/Scope
 Key use cases
 Business owner(s)
 Customers
 Service owner(s)
 Business impact
 Business priority
 Service level agreement
 Service hours
 Business contacts
 Escalation contacts
 Freeze periods
 Service reports
 Service reviews
 Security rating

22. PUBLISH AND MARKET IT
23.10.2015 г. 22
 Approve and publish appropriate view at appropriate place:
– External web site
– Intranet portal
– ITSM Suite / CMDB
– WebService Catalogue
 Measure the success of service catalogue
– Percentage increase in completeness of the customer-facing
views of the service catalogue against operational services
– Percentage increase in business user survey responses
showing knowledge of services listed in service catalogue
– Increase in measured business user access to intranet-based
service catalogue
 … and the most important – put it under change control and build
a process to manage it

23. SUMMARY
23.10.2015 г. 23
 Service catalogue is one of the most important documents for the
service provider – it establishes the connection between the
provider and its customers so it should be understandable and
useful by both parties
 Simple or complex – depends on the needs and maturity of the
organization
 Building and maintaining service catalogue is not an easy task – it
requires enough resources, commitment and expertise.
 Suitable tools makes the task easier

24. THANK YOU!
Contact Information:
Orlin Marinov, PhD, Senior Consultant and Partner at ITCE ltd.
Address: 115G, Tsarigradsko Shose Blvd., Business center “Megapark”, floor 1, office ITCE,
Sofia, Bulgaria
Office Tel.: +359 2 4400444;
Mail: info@itce.com
Web Site: www.itce.com
Facebook Page: https://www.facebook.com/ITCE.Ltd
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