This book covers Service Catalog fundamentals the use of Service Catalogs as a core IT tool covering the services themselves, default capabilities, measures and primary means of access and provision. It then shows how this tool is pivotal in demonstrating the value IT provides to facilitate business operations. Written by industry experts and using real case studies, this valuable title takes the reader beyond the theoretical to focus on the real business benefits of Service Catalogs and how to implement them successfully within an organization.
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5.0 out of 5 stars
Solid practical advice on implementing a Service catalog in the enterprise,
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This review is from: Defining IT Success through the Service Catalog (Pink Elephant Guides) (Paperback)
The book has the practical examples, diagrams and other visualizations which makes going from ITIL theory to practice easier to understand. The included CDR contains a number of useful templates including: OLA template, SLA template, Service Level Management project form, Service Specification Sheet, Service Offering Template, Service Request Business Requirements Questionnaire and a MS project plan template for the Service Level Management project.You should skip the book "Servicing ITIL" by Steinberg and grab this book and the "Best Practice - The Service Catalog - A Practitioner's Guide". Well worth the investment.
4.0 out of 5 stars
Good comprehensive guide to creating a Services Catalog,
By Josh from Maryland "Josh" (Maryland, USA) - See all my reviews
This review is from: Defining IT Success through the Service Catalog (Pink Elephant Guides) (Paperback)
Good introduction and advanced info on Service Catalogs. I have only been through the first half of the book, but that has been a great start. My organization is using this as well as other ITSM articles/resources to work on a Services Catalog. One of the best things about the book are the practical examples, diagrams and other visualizations which makes it a lot easier to understand versus all the broad theory. The sample docs from the CD are also helpful, but not as much as the samples in the book. The one thing that would make this book better is more actual complete samples for a real Services Catalog, including all the internal and external facing layers. This would be useful since at a high level, most IT departments are doing the same sorts of things, and no need to re-invent the wheel when you can start with something else that is worded fine.
5 of 8 people found the following review helpful:
5.0 out of 5 stars
Road Map for a Service-Centric IT,
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This review is from: Defining IT Success through the Service Catalog (Pink Elephant Guides) (Paperback)
The authors claim that in a service-centric world, it is increasingly meaningless to try to separate software from services; that IT Technology is an increasingly commoditized market, as commoditized as electric utilities; and finally, that nobody in normal circumstances builds in-house utility capabilities to leverage differentiation and competitiveness.In this scenario, CIOs are facing pressure from inside and from outside their organizations . Inside pressures come from cost management and service management; both often perceived as complex cul de sacs. Outside pressures come from an increasingly mature On Demand Services , well established outsourcing markets, or common supply chain strategies. Regulatory demands and other factors will maintain the need for in-house IT requirement for a while. However, CIOs and IT organizations with better chances to do something relevant and, above all, with chances to bridge with the business future, will be organizations that succeed in understanding IT as business' portfolio services. This situation defines spaces of opportunities for IT organizations: first, to become aware of the topology of the space that is opening in the industry and the role Service Catalogs may play in solving the "how-to"; and second, to expand the collaboration of the IT community to develop a Service Design discipline able to project many interesting initiatives already being developed. This book is a simple and robust approach to move IT in the service direction.
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Inside This Book
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Key Phrases - Statistically Improbable Phrases (SIPs):
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service catalog, business customer, service level manager, relationship manager, configuration items, incident management, service level management, actionable service catalog, determining potential savings, process shepherds, service delivery team, business unit executives, external service providers Key Phrases - Capitalized Phrases (CAPs): (learn more)
End Users, Service Offerings, Service Request, Business Unit, Service Management, Change Management, Configuration Management, Business Agreements, Total Annual, Service Desk, Conservative Aggressive, Help Desk, Service Support, Service Portal, Financial Management, Service Field Support, Business Management, Relationship Customers Management Relationship Vendor, Product Manager Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Surprise Me!
service catalog, business customer, service level manager, relationship manager, configuration items, incident management, service level management, actionable service catalog, determining potential savings, process shepherds, service delivery team, business unit executives, external service providers Key Phrases - Capitalized Phrases (CAPs): (learn more)
End Users, Service Offerings, Service Request, Business Unit, Service Management, Change Management, Configuration Management, Business Agreements, Total Annual, Service Desk, Conservative Aggressive, Help Desk, Service Support, Service Portal, Financial Management, Service Field Support, Business Management, Relationship Customers Management Relationship Vendor, Product Manager Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Surprise Me!
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