Create an IT View of the Service Catalog

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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 Research & Tools

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.

Create an IT View of the Service Catalog – Executive Brief

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.

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.

Table of Contents

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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

Authors

Valence Howden

Paul Brown

Kimberly Jiang

Ryan McCrea

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