Create an IT View of the Service Catalog

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

Unlock

This content requires an active subscription.

Access this content by logging in with your Info-Tech Research Group membership or contacting one of our representatives for assistance.

Speak With A Representative Sign In
or Call: 1-888-670-8889 (US) or 1-844-618-3192 (CAN)

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.

Create an IT View of the Service Catalog

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

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.

Onsite Workshop

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 roadmap in place to complete your project successfully.

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