To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=298 Business and customer buy-in is essential for a successful Service Catalog so it is therefore important to ensure it is integrated with the business for maximum ROI. This video discusses how to get the most out of having a service catalog.

1. Rapid and Relevant SLAs Integrating Service Catalog With The Business Barclay Rae, Global Head of Services Brian Hendry, Service Development Manager

3. Axios Systems Timeline assyst 8 launched US Expansion Windows Web Web 2.0 Green-Screen Axios founded assyst Classic launched assyst Enterprise launched Entry into the US market Axios ranked #1 vendor in HDI 'Customer Experience' report Expansion into Canada Axios retains #1 vendor ranking in HDI 'Customer Experience' report assyst launched on Java architecture Further expansion in the US, Europe and entry into Asia Pacific Axios awarded Software Company of the Year First in the world to achieve BS 15000 certification Entry into Middle East and Africa The number of assyst end-users tops 10 million Axios awarded Software Company of Year (again) Axios rated #1 vendor for 3rd time in succession in HDI 'Customer Experience' report Expansion into Russia, Eastern and Southern Europe and South America Axios wins International Excellence Award Expansion within Middle East ITIL V1 ITIL V3 ITIL V2 European expansion begins assyst 9 launched Service Catalog SaaS 1988 2005 1990 1995 1997 2000 2001 2003 2004 2006 2007 2008 2009/10

4. Service Catalog – what is it?

7. What do we mean by ‘services’?

8. Developing a Service Focus Good Systems Poor Service Good Systems Good Service Poor Systems Poor Service Good Service Poor Systems Tech Focus Service Focus

9. Negotiating SLAs across the business

10. SLAs, OLAs and Contracts SLA Service Level Agreement agreement between IT & its customers OLA Operational Level Agreement internal IT SLA between groups Contract External supplier agreement

11. SLM Implementation CUSTOMERS What IT services are key to you? Key people Key systems Key departments Key times/targets When do you need them? How quickly do you need them restored? What support information do you need? What reviews do you need? IT SERVICE PROVIDER What IT services do you provide? Infrastructure Networks Applications Service/Help Desk Procurement Projects 3 rd party contracts What are your resource levels? What levels of service can you provide? SLM PROJECT Planning Workshops Negotiation Facilitation Documentation Build Service Catalog Set up reporting Set up review mechanisms Plan full implementation Ongoing support as needed

12. Are SLAs a waste of time?

16. Why are SLAs like this?

19. How can we avoid these issues?

23. Service Catalog Hierarchy

26. Using tools & user request portal for buy-in

28. Service Design

31. Summary

33. Additional Resources Axios Systems Details: www.axiossystems.com [email_address] http://twitter.com/axios_systems http://www.servicecatalogblog.blogspot.com Service Catalog Resources: Sharon Taylor Webcast Sharon Taylor White Paper Webcast Series: 05.19.10 Service Catalog Reporting: Step Your Metrics Up A Gear On Demand Designing and Designing Your Services On Demand 3 Steps To Building A Service Catalog Business Case More information can be found on the Axios Systems website. Information on the assyst Service Catalog can be also be found on our website.