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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See how all the steps you need to take come together, with tools and advice to help with each task on your list.

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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.

Launch the project

Build a strong foundation for the project to increase the chances of success.
Identify service-specific technologies

Identify which technologies are specific to certain services.
- Create an IT View of the Service Catalog – Phase 2: Identify Service-Specific Technology
- IT Service Catalog
Identify underpinning technologies

Determine which technologies underpin the existence of user-facing services.
- Create an IT View of the Service Catalog – Phase 3: Identify Underpinning Services
Map the people and processes to the technologies they support

Document the roles and responsibilities required to deliver each user-facing service.
- Create an IT View of the Service Catalog – Phase 4: Determine People & Process
- Service Definitions: Visual Representations

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

Schedule Your First Call

Onsite Workshop

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

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

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

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