Create an IT View of the Service Catalog
Unlock the full value of your service catalog with technical components.
- 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.
Member Testimonials
After each Info-Tech experience, we ask our members to quantify the real-time savings, monetary impact, and project improvements our research helped them achieve. See our top member experiences for this blueprint and what our clients have to say.
9.8/10
Overall Impact
$13,616
Average $ Saved
16
Average Days Saved
Client
Experience
Impact
$ Saved
Days Saved
The Canadian Food Inspection Agency
Guided Implementation
10/10
$30,000
10
Ecco
Guided Implementation
9/10
$2,466
2
Greg understood the positions that we were and therefor the suggestions where quite meaningful.
Justice Institute of British Columbia
Guided Implementation
10/10
$9,000
2
Greg's advice provided clarity to something that we were struggling to figure out internally. Greg was professional, well spoken and kind. He see... Read More
Winston-Salem State University
Workshop
10/10
$12,999
50
Chelsey: Exceed expectation - like methodology Derrick: Looking forward to moving forward Danny: Didn’t realize it needed to be done until we did... Read More
About Info-Tech
Info-Tech Research Group is the world’s fastest-growing information technology research and advisory company, proudly serving over 30,000 IT professionals.
We produce unbiased and highly relevant research to help CIOs and IT leaders make strategic, timely, and well-informed decisions. We partner closely with IT teams to provide everything they need, from actionable tools to analyst guidance, ensuring they deliver measurable results for their organizations.
What Is a Blueprint?
A blueprint is designed to be a roadmap, containing a methodology and the tools and templates you need to solve your IT problems.
Each blueprint can be accompanied by a Guided Implementation that provides you access to our world-class analysts to help you get through the project.
Need Extra Help?
Speak With An Analyst
Get the help you need in this 4-phase advisory process. You'll receive 9 touchpoints with our researchers, all included in your membership.
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
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
Create a Service Management and IT Operations Strategy
Develop a Plan to Pilot Enterprise Service Management
Create a Service Management Roadmap
Elevate Your Service Capabilities to Drive Enterprise Value
Design and Build a User-Facing Service Catalog
Create an IT View of the Service Catalog
Initiate Your Service Management Program
Develop Meaningful Service Metrics
IT Service Management Selection Guide
Service Management Integration With Agile Practices
Define Your Enterprise IT and Digital Services