ࡱ> #` ?6bjbjmm 2-SSS8*TT<VvZZZZ[ d]g`$hTtj[[jjZZ*o*o*ojZZ*oj*o*o1~!ZV `gOSkZM"7 0<oȏlȏD!!nȏhOih*oiT jhhhnjhhh<jjjj$ -: : Service Catalogue ABC Corporation Version n.n Revised date nn/nn/nn  TOC \o "2-3" \h \z \t "Heading 1,1"   HYPERLINK \l "_Toc110223309" Introduction  PAGEREF _Toc110223309 \h 3  HYPERLINK \l "_Toc110223310" Scope  PAGEREF _Toc110223310 \h 4  HYPERLINK \l "_Toc110223311" Assumptions  PAGEREF _Toc110223311 \h 4  HYPERLINK \l "_Toc110223312" Customer Responsibilities  PAGEREF _Toc110223312 \h 5  HYPERLINK \l "_Toc110223313" Services  PAGEREF _Toc110223313 \h 6  HYPERLINK \l "_Toc110223314" Application Services  PAGEREF _Toc110223314 \h 6  HYPERLINK \l "_Toc110223315" Technical Services  PAGEREF _Toc110223315 \h 6  HYPERLINK \l "_Toc110223316" Professional Services  PAGEREF _Toc110223316 \h 7  HYPERLINK \l "_Toc110223317" XYZ  PAGEREF _Toc110223317 \h 8  HYPERLINK \l "_Toc110223318" Description  PAGEREF _Toc110223318 \h 8  HYPERLINK \l "_Toc110223319" Service Levels  PAGEREF _Toc110223319 \h 8  HYPERLINK \l "_Toc110223320" Gold  PAGEREF _Toc110223320 \h 8  HYPERLINK \l "_Toc110223321" Silver  PAGEREF _Toc110223321 \h 8  HYPERLINK \l "_Toc110223322" Bronze  PAGEREF _Toc110223322 \h 9  HYPERLINK \l "_Toc110223323" Control  PAGEREF _Toc110223323 \h 9  HYPERLINK \l "_Toc110223324" Training  PAGEREF _Toc110223324 \h 9  HYPERLINK \l "_Toc110223325" Dependencies  PAGEREF _Toc110223325 \h 9  HYPERLINK \l "_Toc110223326" Underpinning Contracts  PAGEREF _Toc110223326 \h 9  HYPERLINK \l "_Toc110223327" Specification  PAGEREF _Toc110223327 \h 9  HYPERLINK \l "_Toc110223328" Sub-services and systems  PAGEREF _Toc110223328 \h 9  HYPERLINK \l "_Toc110223329" ABC  PAGEREF _Toc110223329 \h 9  HYPERLINK \l "_Toc110223330" Appendices  PAGEREF _Toc110223330 \h 11  HYPERLINK \l "_Toc110223331" Terminology  PAGEREF _Toc110223331 \h 12  HYPERLINK \l "_Toc110223332" References  PAGEREF _Toc110223332 \h 13  This document is prepared from a template provided by Two Hills Ltd www.twohills.co.nz  Template Author: Rob EnglandTemplate Version: 2.4 Introduction This Service Catalogue documents the services delivered by IT to the business. Such a catalogue is an essential foundation for Service Level Management (SLM). SLM is the process of documenting and agreeing service targets in Service Level Agreements (SLA), then monitoring and reviewing the actual service levels against those targets. The objective is to maintain and gradually improve business-aligned IT service quality. This catalogue describes and defines the services and the service targets. It is used as a reference for SLAs negotiated with the business. That is, SLAs will in general reference the services and service targets as defined in this document. The SLAs themselves need only specify exceptions and variations from this document. The improvements in service quality and the reduction in service disruption that can be achieved through effective SLM can ultimately lead to significant financial savings. Less time and effort is spent by IT staff in resolving fewer failures and IT customers are able to perform their Business functions without adverse Impact. Other specific benefits from SLM include: IT Services are designed to meet Service Level Requirements improved relationships with satisfied customers both parties to the agreement have a clearer view of roles and responsibilities - thus avoiding potential misunderstandings or omissions there are specific targets to aim for and against which service quality can be measured, monitored and reported - 'if you aim at nothing, that is usually what you hit' IT effort is focused on those areas that the business thinks are key IT and customers have a clear and consistent expectation of the level of service required (i.e. everyone understands and agrees what constitutes a 'Priority One' Incident, and everyone has a consistent understanding of what response and fix times are associated with something called 'Priority One') service monitoring allows weak areas to be identified, so that remedial action can be taken (if there is a justifiable business case), thus improving future service quality service monitoring also shows where customer or user actions are causing the fault and so identify where working efficiency and/or training can be improved SLM underpins supplier management (and vice versa) - in cases where services are outsourced the SLAs are a key part of managing the relationship with the third-party - in other cases service monitoring allows the performance of suppliers (internal and external) to be evaluated and managed SLA can be used as a basis for charging or cost allocation - and helps demonstrate what value customers are receiving for their money. The cumulative effect should lead to a gradual improvement in service quality and an overall reduction in the cost of service provision. Scope The Service Catalogue lists all of the IT services currently being provided to the organisation. With ongoing development, the Service Catalogue will describe the service targets, and details of the users and those responsible for ongoing maintenance of each service. For the purpose of this document, a service will be defined as the following: One or more IT Systems which enable a business process Assumptions [for example: Service level commitments assume normal load. Normal implies typical average loadings over the previous monthly interval. It does not include extraordinary events such as, for example, surges in external activity triggered by a media announcement or promotion, or acquisition of new business units. Cost models assume that IT Services department will continue to be funded by annual budget allocation, and procurement remains under IT Services control. Customer Responsibilities [obligations and responsibilities of the users in return for services, eg adhering to password, virus, incident policies] Services [From the Service Catalogue spreadsheet. [Here are some example services:] Application Services Enterprise Resource Planning (ERP) Financials (AR, AP, GL)ProcurementCustomer Relationship Management (CRM)Human Resources Market ResearchPayrollEnterprise project managementFacilitiesManufacturingDistributionStandard desktopCorporate Ownership RegisterAssetsProcurement & Distribution Technical Services CommunicationStandard desktopFile / PrintDesktop productivity toolsNetwork accessRemote accessInternet Helpdesk callcentreHelpdesk webIT OperationsForward Deployed SupportEnhanced Desktop Management Identity and Access ManagementThreat ManagementBackups and archiving Professional Services Service Level ManagementProject ManagementIT ConsultingSecurity architectureIT ArchitectureArchitectural Reviews of new technologyIT Procurement ServicesApplication DevelopmentApplication EnhancementApplication MaintenanceVendor relationsBusiness analysisBusiness modellingProcess consultingTrainingService deliveryService supportService DeskOn-call supportField support XYZ [one of these sections for each service] Description [in business terms avoid jargon] Scope Service Levels [There are two schools of thought at this point. [Either you document your service levels once here, then refer to them within each SLA with customers and document only exceptions/variations in the SLA: this makes the SLA documents simple, and all the meat is documented once, in this Catalogue [Or you document service levels each time in each SLA and keep this document as a high level brochure: this makes SLAs more complex but it copes better if default service levels change over time. [i.e. if SLAs are already negotiated and reference the Catalogue for documentation of the service levels, how do you change service level in the Catalogue without renegotiating the SLA? The answer is you maintain versions of the Catalogue, and SLAs reference a specific version. Some organisations will prefer to maintain multiple versions of Catalogue, some will prefer to define service levels each time in the SLAs. [N.B. it is good practice to maintain versions of this document anyway] Gold Charges: [per user, per unit, flat charge per business unit, allocated on an arbitrary metric] AvailabilityAll systems will be available as defined in the system specifications belowPerformanceAll systems will provide performance as defined in the system specifications belowCapacityUp to 50MB of user dataContinuityAvailability to be recovered within 3 hours of an outageService DeskGold level incident responseSilver Charges: [per user, per unit, flat charge per business unit, allocated on an arbitrary metric] AvailabilityAll systems will be available as defined in the system specifications belowPerformanceAll systems will provide performance as defined in the system specifications belowCapacityUp to 10MB of user dataContinuityAvailability to be recovered within 12 hours of an outageService DeskSilver level incident responseBronze Charges: [per user, per unit, flat charge per business unit, allocated on an arbitrary metric] AvailabilityAll systems will be available as defined in the system specifications belowPerformanceNo performance guaranteeCapacityUp to 10MB of user dataContinuityAvailability to be recovered as soon as possibleService DeskSilver level incident response Control [owner of the service. It is useful practice to define owners by role not by name] [permissions required to access service] Training [available education, required education] Dependencies [other services] Underpinning Contracts Specification [high level technical description] [reference to other documentation] Sub-services and systems ABC [one of these sections for each sub-service and system] Owner [The business owner of the system if there is one: the customer. You may also choose to define the IT owner] Availability [Business hours] [Critical periods (of the week, the year)] Procedures [List the critical procedures and where they can be found: transactional, provisioning, security, maintenance ] Service Targets [availability, performance, capacity, continuity (backups, recovery processes), service desk responsiveness (service types) [also provisioning, purchasing, reporting] Appendices Terminology IT Service: One or more technical or professional IT capabilities that enables a business process. An IT service exhibits the following characteristics: Fulfills one or more needs of the customer Supports the customers business objectives Is perceived by the customer as a coherent whole or consumable product IT System: An integrated composite that consists of one or more of the processes, hardware, software, facilities and people, that provides a capability to satisfy a stated need or objective. It is a collection of resources and configuration items or assets that are necessary to deliver an IT service An IT system is sometimes referred to as a Technology Solution Configuration Item (CI): A component of an IT infrastructure that is part of an IT system A CI is an ITIL term for what is often known as an IT Asset CIs may vary widely in complexity size and type from a document or policy to an entire system or a single module or a minor hardware component Bibliography [ existing SLAs, technical and functional documentation ] Business Perspective: The IS View on Delivering Services to the Business, OGC, 2004 References      IT Service Management, itSMF 2001  Service Delivery, OGC 2001  Defining, Modeling & Costing IT Services, Pink Elephant, 2004 !"&-./01>?ABDEGIJopqrsǸ}rcrjhpUmHnHuhpmHnHu2jhphK>*B*UmHnHphuh}hp0JmHnHu$jh}hp0JUmHnHuhpmHnHu h?^Jjh?U^J h^J h_W^Jho`hv-^J h5=^Jh_Whphv-hxh|""#$%&2Hq V T  G - v T  h  h  h gdo`gdo`55>6       & ' ( ) 4 5 6 P ³¥¥q³¥W¥2jhphK>*B*UmHnHphu jwhKUmHnHu2jhphK>*B*UmHnHphuhpmHnHuh}hp0JmHnHuhpOJQJmHnHsH u$jh}hp0JUmHnHuhpmHnHujhpUmHnHu j}hKUmHnHu P Q R S T U V W X t u v w ³¥¥q³¥W¥2jhphK>*B*UmHnHphu jkhKUmHnHu2jhphK>*B*UmHnHphuhpmHnHuh}hp0JmHnHuhpOJQJmHnHsH u$jh}hp0JUmHnHuhpmHnHujhpUmHnHu jqhKUmHnHu     2 3 4 N O P Q R S T U V r s t u ³¥¥q³¥W¥2jhphK>*B*UmHnHphu j_hKUmHnHu2jhphK>*B*UmHnHphuhpmHnHuh}hp0JmHnHuhpOJQJmHnHsH u$jh}hp0JUmHnHuhpmHnHujhpUmHnHu jehKUmHnHu     ! 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