This presentation provides a lower level of detail on how to build a n IT service catalog than provided by ITIL V3. It augments thinking in this area based on 25 years of building Service Catalogs

1. How to Build an Integrated
and Actionable IT Service
Catalog
Martin Boyle
IT Perceptions
mboyle@it-per.com
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2. Current Situation
Over 95% of Service Catalogs:
• Simply describe the offerings of various technology
teams
• Have no clear definition of how services are actually
delivered (through service mapping)
• Fail to meet user and business needs
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3. ITIL V3 position
• V3 puts the Service Catalog centre stage
• The V3 examples provided are much the same as ITIL V1
(in 1986) when I wrote the first Service Level
Management ITIL Book with Hans Dithmar
• In V3, services are shown as simply being under-pinned
by technologies
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4. Complication
• IT professionals are seeking methods to build a
meaningful IT Service Catalog as the IT shop window
• With limited practical guidance Service Catalog
confusion exists
• Software and books only provide partial solutions
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5. 12 tips from 25 years of
building Service Catalogs
1. Use value chain thinking (Porter, Charles Betz) to
identify the components in service delivery
2. Assume your IT staff are likely to leave so document all
key aspects (service components) associated with service
delivery
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6. 12 tips on building a
successful Service Catalog
3. Use service record templates (we use seven service
component types) to define aspects of service delivery
4. For each defined service, identify all of the service
records required and create a delivery map
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7. 12 tips on building a
successful Service Catalog
5. Use your development methodology as the basis of the
project plan together with a proven reference model
6. Ensure users shape the format, service groupings and
text in the Service Catalog
7. Have incremental releases of the mapped Service
Catalog rather than a big bang 7

8. 12 tips on building a
successful Service Catalog
8. Learn from good examples of Service Catalogs
9. Keep SLA and Charging aspects separate, but linked
10. Use outsourcing contracts as useful input to Service
Catalog thinking
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9. 12 tips on building a
successful Service Catalog
11. Categorize the top 25 most frequently used services,
fully map them and issue the Catalog, then the next 25
followed by a release, and so on..
12. Use automation and lean thinking to improve and
remove waste from processes, eg Toyota 14 Principles
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10. Service Catalog Reference
Model
• Provides a framework for analysis of ‘current state’ and
‘end state’ Service Catalog design
• Ensures key aspects are properly considered
• Forms part of your project plan
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12. Service Architecture
• A taxonomy for service components and sourcing
strategy development
• A proven basis for service mapping
• A link to Enterprise Architecture
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14. I hope that this has been helpful ..
Please contact me or my team for a Service
Catalog Audit or help in building an actionable
Service Catalog
Martin Boyle
IT Perceptions
mboyle@it-per.com
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