How To Design A Service Catalogue
Learn to Design and Configure an ITIL-Compliant Service Catalogue
Learn how to use best practice design templates and tools in a case-oriented approach. In this course, you will discover the 5 key steps in the Service Catalogue design process, from how to gather information about the current service and its associated components, to finalizing and publishing a prototype service.
- Course description
- Who should attend?
- Subjects covered
- More about Service Catalogues
- Who are NewScale?
Course Description
Course Dates:
2008
8-9th July
9-10th September
9-10th December
Price: £650
Location:
Artillery House
Artillery Row
London SW1P 1RT
To find out more about
ITIL v3 or
to obtain the
2e2 Whitepaper on IVIL v3
please contact Natalie Bruins
- Learn both the theory and the practice of creating and using an effective IT Service Catalogue.
- Receive hands-on training in best practice service definition, working with real-world examples – gaining first-hand experience with fully developed, widely tested and broadly adopted Service Catalogue templates in use.
- Learn how to use best practice design templates and tools in a case-oriented approach. In this course, you will discover the 5 key steps in the Service Catalogue design process, from how to gather information about the current service and its associated components, to finalizing and publishing a prototype service.
Who Should Attend?
This course is ideal for anyone responsible for managing, implementing or advising in the development of an IT Service Catalogue, or for anyone who wants to learn more about the requirements for creating and implementing an IT Service Catalogue.
Among the topics covered are:
- Setting appropriate expectations
- Improving quality
- Enabling governance, efficiency and reducing costs
- Documenting service levels
- Categorizing services commitments
- Achieving consistency and speed
- Standardizing service
- Establishing control parameters
- Leveraging automation
More about the Service Catalogue and this course
The ITIL framework advocates that IT organizations begin their process improvement initiatives by creating a Service Catalogue to define and describe standard services offerings. As prescribed in the most recent ITIL Business Perspective publication from the Office of Government Commerce, the Service Catalogue is the focal point for communication between IT and the business – and an essential vehicle for marketing what IT does and how well it does it.
To be effective, your Service Catalogue must be the means by which you offer your services and transact with your internal customers and users. Services should not be merely static documents, they should also be readily accessible at the moment an end user wants to order services – or when a business unit executive wants to review budgets and track service level compliance. You will learn how to make your Service Catalogue actionable – by linking service descriptions to service ordering processes and communicating business-relevant Key Performance Indicators.
To succeed, the Service Catalogue must be in the language of the customer. Learn the secrets to avoiding this mistake and the nine other common pitfalls in a Service Catalogue project. Discover best practices in merchandising and other IT marketing techniques – invaluable tips that can help you to drive broad Service Catalogue adoption and ensure project success.
Once you have created the basic Service Catalogue, where do you go next? Many IT organizations embark on Service Catalogue initiatives but the vision sometimes becomes unclear after the initial Service Catalogue is built. In this course, you will learn how other industry-leading companies have rapidly deployed their Service Catalogue achieving realistic and measurable goals, ensuring ongoing refinement and continuous improvement, and maintaining their Catalogue as the organization changes.
The course makes use of the newScale Service Catalogue software solution, together with a variety of pre-built templates and examples deployed and successfully in use at IT organizations today. Access to certain elements of our Service Catalogue and other intellectual property is also provided as part of this course.
newScale
Why newScale?
The most mature and proven Service Catalog solution is provided by newScale, an innovator and market leader in the Service Catalog software market.- Unlike other vendors that have recently entered the Service Catalog market, newScale offers a complete solution that has been widely adopted and broadly deployed at some of the most well-respected IT organizations in the world.
- In combination with the guidance and vision contained within ITIL V3, using a software solution such as that provided by newScale offers the potential to dramatically improve IT service quality, increase customer satisfaction, control the costs associated with IT, and align IT with the business.
“newScale’s solution is a perfect fit with our current managed services offering. Through the partnership we will ensure that our clients’ infrastructures are inline with the ITIL. As a UK partner for this particular solution we are delighted to work with newScale and we look forward to a successful future,” commented Terry Burt, Chief Executive of 2e2.
“2e2 brings value to our expanding customer base, with its skills and experience and track record in IT services and management and competence in technology, infrastructure and communication,” said Mark Lindsay, Operation Director, Middle East and Africa (EMEA) at newScale, Inc. “2e2 is a great addition to our growing alliances in Europe,” he added.
