Create an IT View of the Service Catalog

Unlock the full value of your service catalog with technical components.

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Your Challenge

  • Organizations often don’t understand which technical services affect user-facing services.
  • Organizations lack clarity around ownership of responsibilities for service delivery.
  • Organizations are vulnerable to change-related incidents when they don’t have insight into service dependencies and their business impact.

Our Advice

Critical Insight

  • Even IT professionals underestimate the effort and the complexity of technical components required to deliver a service.
  • Info-Tech’s methodology promotes service orientation among technical teams by highlighting how their work affects the value of user-facing services.
  • CIOs can use the technical part of the catalog as a tool to articulate the value, dependencies, and constraints of services to business leaders.

Impact and Result

  • Extend the user-facing service catalog to document the people, processes, and technology required to deliver user-facing services.
  • Bring transparency to how services are delivered to better articulate IT’s capabilities and strengthen IT-business alignment.
  • Increase IT’s ability to assess the impact of changes, make informed decisions, and mitigate change-related risks.
  • Respond to incidents and problems in the IT environment with more agility due to reduced diagnosis time for issues.

Contributors

  • Martin McCarthy, HO Global Service Delivery, Euromoney
  • Greg Yanni, BRM/EA, Interbank 1
  • Yvan LePlat, IT Manager, Epson France
  • Karl Kowalski, Chief Information Technology Officer, University of Alaska
  • Martha Mason, UAF CIO and Executive Director of User Services, University of Alaska
  • Cara Brunk, Service Catalog Manager, University of Alaska
  • Carolyn Weaver, CIO, Des Moines University
  • Ba Thinh Nguyen, Business Process Lead, Hybris SAP
  • Patrick Corbett, Service Owner, Infrastructure Planning & Engineering, CIBC
  • Ken Waldron, Manager, Support and Applications Development, Maves Intl.
  • Diane Sousa, Service Catalog Manager
  • Joseph Sgandurra, Sr. Manager Project Delivery, Loblaws
  • David Bokovay, Project Manager, Workers Safety and Compensation Board
  • Bill Leimbach, VP IT, Goucher College
  • Sterling Bjorndahl, Director of Operations, eHealth Saskatchewan

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Get to Action

Start here – read the Executive Brief

Read our concise Executive Brief to find out why you should build the technical components of your service catalog, review Info-Tech’s methodology, and understand the four ways we can support you in completing this project.

  1. Launch the project

    Build a strong foundation for the project to increase the chances of success.

  2. Identify service-specific technologies

    Identify which technologies are specific to certain services.

  3. Identify underpinning technologies

    Determine which technologies underpin the existence of user-facing services.

  4. Map the people and processes to the technologies they support

    Document the roles and responsibilities required to deliver each user-facing service.

Guided Implementation icon Guided Implementation

This guided implementation is a nine call advisory process.

    Guided Implementation #1 - Launch the project

  • Call #1: Identify the project leader with the appropriate skills

  • Call #2: Assemble a well-rounded project team

  • Call #3: Develop a mission statement and change messages

  • Guided Implementation #2 - Identify service-specific technology

  • Call #1: Create categories for service-specific technology

  • Call #2: Identify technology specific to a service

  • Guided Implementation #3 - Identify underpinning services

  • Call #1: Determine threshold for underpinning services

  • Call #2: Identify underpinning services and their components

  • Guided Implementation #4 - Map people and processes

  • Call #1: Identify the major teams involved in service delivery

  • Call #2: Identify the people and processes required to support user-facing services

Onsite Workshop

Module 1: Launch the Project

The Purpose

  • Build a foundation to kick off the project.

Key Benefits Achieved

  • A carefully selected team of project participants.
  • Identified stakeholders and metrics.

Activities: Outputs:
1.1 Create a communication plan
  • Project charter
1.2 Complete the training deck
  • Understanding of the process used to complete the definitions

Module 2: Identify Service-Specific Technologies and Underpinning Technologies

The Purpose

  • Determine the technologies that support the user-facing services.

Key Benefits Achieved

  • Understanding of what is required to run a service.

Activities: Outputs:
2.1 Determine service-specific technology categories
  • Logical buckets of service-specific technologies makes it easier to identify them
2.2 Identify service-specific technologies
  • Identified technologies
2.3 Determine underpinning technologies
  • Identified underpinning services and technologies

Module 3: Identify People and Processes

The Purpose

  • Discover the roles and responsibilities required to deliver each user-facing service.

Key Benefits Achieved

  • Understanding of what is required to deliver each user-facing service.

Activities: Outputs:
3.1 Determine roles required to deliver services based on organizational structure
  • Mapped responsibilities to each user-facing service
3.2 Document the services
  • Completed service definition visuals

Module 4: Complete the Service Definition Chart and Visual Diagrams

The Purpose

  • Create a central hub (database) of all the technical components required to deliver a service.

Key Benefits Achieved

  • Single source of information where IT can see what is required to deliver each service.
  • Ability to leverage the extended catalog to benefit the organization.

Activities: Outputs:
4.1 Document all the previous steps in the service definition chart and visual diagrams
  • Completed service definition visual diagrams and completed catalog
4.2 Review service definition with team and subject matter experts

Workshop Icon Book Your Workshop

Onsite Workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn’t enough, we offer low-cost onsite delivery of our Project Workshops. We take you through every phase of your project and ensure that you have a road map in place to complete your project successfully.

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