Template/Policy

Service catalogs are as diverse as the organizations that use them. To be effective, service catalogs must be appropriately scoped and crafted to meet predefined objectives and audiences.

Template/Policy

Service catalogs are as diverse as the organizations that use them. To be effective service catalogs must be appropriately scoped and crafted to meet predefined objectives and audiences. Use this template to document the IT service catalog.

Tool

Service catalogs are as diverse as the organizations that use them. To be effective, service catalogs must include elements that fit the objectives that the service catalog was designed to achieve.

Solution Set

Get to service catalog objectives faster and with less pain by selecting appropriate elements to incorporate into your service catalog project, and determining the appropriate means of service catalog publication.

IT departments looking to move towards a service-oriented IT delivery model must use business activity mapping to link IT assets and services to business processes. This process helps align IT activities with business impact and paves the way...

Moving IT to a business-centric IT delivery model is a process that continues to challenge small and midsized enterprises. Gauge the enterprise's current ITSM maturity by learning why and how other small and midsize enterprises are moving to...

Moving IT to a business-centric, services oriented model is a process that continues to challenge fast growing small and mid-sized enterprises. Info-Tech In-Depth Research interviews provide valuable insight on what drives organizations to...

IT Service Management (ITSM) has become widely recognized as a business friendly approach to delivering IT service, but the complexity of frameworks, standards, and best practices can sometimes have the unintended consequence of distorting the...

Tool

This tool is designed to help organizations determine their top tactics for cost reduction within the end-user support service area. The tactics provided in this tool are a starting point for organizations seeking to reduce their end-user...

IT Service Management (ITSM) has become widely recognized as a business friendly approach to delivering IT, but the complexity of frameworks, standards and best practices can sometimes have the unintended consequence of distorting the core goals...

IT Service Management (ITSM) frameworks and standards fail to define what service orientation should look like for small and mid-sized shops. Instead of blind framework adoption, use a diagnostic approach and apply common sense to satisfy the...

Service Level Management (SLM) delivers accountability, transparency, and visibility to IT services. Enterprises must start establishing service levels with the business through implementation of Service Level Agreements (SLAs).

IT departments must plan for enterprise-wide budget cutbacks to avoid being unable to meet service level expectations. Pre-empt spending cuts by rightsizing IT services.

Template/Policy

Internal Service Level Agreements (SLAs) are the single most effective tool for managing stakeholder expectations of IT service levels. Use Info-Tech's Internal SLA template as a guide to developing SLAs in the enterprise.

Note

Service level management lends transparency and accountability to the IT department, thereby improving IT/business communications. Small shops should keep it simple, and start by defining and establishing baseline service levels with business...

Enterprises buckling down on spending will target projects and freeze hiring, but for many IT departments the cuts won't stop there. To avoid debilitating hatchet-like cuts, IT must learn to manage service levels and communicate the consequences...

Most IT decision makers are struggling to optimize IT performance measurement, delivery, management, and reporting. Broadly defined, these activities can be grouped together and defined as "IT service management." Understand where the enterprise...

IT departments that have a mandate to act as internal service providers must become a business within a business. Instead of simply focusing on the maintenance of activities and assets, IT must manage resources in a manner consistent with...

Tool

Begin a services catalog regardless of whether you plan to charge for IT services or not.