Third Sky's Building an Effective
Service Catalog
Class Duration:
2 Days
Class Prerequisites:
It is highly recommended but not required that you take the
ITIL Foundation Certification Course before attending "Building an Effective
Service Catalog" so you will be familiar with the ITIL terms and theory
referenced during the course.
This course is recommended for:
Future and current Service Level Managers, Account Managers,
Service Owners, IT Process Engineers, Business Analysts, IT Project Managers
and Consultants and Systems Analysts (anyone involved in a Service Catalog
initiative).
The Service Catalog is the recommended
starting point for ITIL initiatives since it provides a high level definition
of all the services that I.T. provides. Incorporate this ITIL best practice in
your IT service management infrastructure and realize these benefits cited by
our clients:
-
Begin the cultural shift from a system-oriented perspective to service-oriented
perspective
-
Build an understanding within IT of how customers perceive the services offered
by IT
-
Kick-start (or reinvigorate) the process for IT's creation and publication of
it's Service Catalog
-
Create a foundation for the implementation all of the other ITIL/ITSM processes
Third Sky's 2 day "Building an Effective Service Catalog"
Course is grounded in the industry best practice guidelines of the ITIL
framework and expanded through our extensive, practical experience in
developing Service Catalogs with our clients. Learn the importance of an
effective Service Catalog to overall IT Service Management (ITSM) activities
and how to create one with the guidance of an experienced Third Sky ITSM
consulant.
What you will learn:
Service Catalog Concepts
-
The importance of the Service Catalog
-
Service Level Management, the Service Lifecycle, and the Service Owner role
-
The definition of a service
-
Adopting the perspective of the internal customer, i.e. end-to-end delivery of
the service
-
Alignment of I.T. with the business
Service Catalog Design Considerations
-
Defining the Customers & Users
-
Defining / validating the Services provided
-
Structuring the Service Catalog
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Defining "ITIL-ized" Service Descriptions
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Separating Services from Systems / Configuration Items (CIs)
Service Catalog Deployment Considerations
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Validating / identifying key related CIs
-
Validating Service scope and conditions
-
The critical roles & responsibilites and job descriptions for the service
catalog
-
How to get people in your company to support the Service Catalog concept to
ensure it's successful deployment
What you will take away:
-
A sample Service Catalog that you can tailor to your organization
-
A tool selection checklist to help you select the most appropriate tools to
support your Service Catalog
-
A copy of the presentation
-
Your services defined, some worked out in detail and a template for those
catalog entries
Fee:
$1,295 per person
Click on the schedule links below to register for a public
course in a town near you, or, to arrange an onsite private training course,
please click
here.
The Foundation Certification is a pre-requisite for taking
either of the Practitioner courses.
