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Choose a service type from Table 21.1 (Service Management chapter under the Service Catalog Management Section; this does not refer to figure 21.1) that you think applies to WW and discuss how the CIO might manage its performance in the current Wobbly Wheels operating environment.

Service Catalog Management

In simple terms, service catalog management is a menu or catalog of services provided by the IT department. It essentially captures different services, categories, approval details, cost information (if applicable), and expected turnaround time for resolution or service. Turnaround time is one of the critical performance parameters for the service delivery organization. It is published to customers being serviced and tightly coupled with the service desk processes and OLAs with other delivery organizations. A typical list of services is illustrated in Table 21.1. A sample entry for e-mail service in the service catalog is illustrated in Table 21.2.

Table 21.1: Typical List of Services
Open table as spreadsheet
Service Type	Provisioning Medium and Processes	Measurement
Communication	Mail, messenger, and broadcast services	Uptime, capacity, and performance
Desktop management	Configuration and upkeep of standard workstation image	Patching, compliance and performance
Productivity tools	Document, spreadsheet, presentation, and process management tools	Patching, integration, and performance
Network access	Access to organization's systems over local, metropolitan, and wide area networks	Uptime and performance
Remote access	Remote access mechanism for troubleshooting, knowledge sharing, and presentation	Authorization, authentication, and availability
Internet/intranet	Restricted and unrestricted access to authenticated and white-listed domains inside and outside of the organization	Uptime and performance
Identity and access management	Managing users, their profiles, personalization, and ease of access to business systems through single-sign-on configuration	Authorization, authentication, availability, and self-service
Threat management	Protecting business systems from vulnerabilities and attacks	Infections, threats, vulnerabilities, patching, and compliance
Backups and archiving	Ensuring high availability of information from disasters and data losses	Backup success, recoverability, and restoration

Table 21.2: Sample Entry for E-mail Service in the Service Catalog
Open table as spreadsheet
Service Name	E-mail
Service Availability	24 hours/7 days a week
Eligibility	Full-time employees and authorized contractors, standard desktop access, andactive employment status on corporate HR management system
Service Creation	Automatic creation on the basis of employment entry and inactivation upon termination of employment services as recorded in the HR management system
Service Support	Service desk through published contact mechanisms
Cost	Charge-back component of IT services
Service Availability	99.9% excluding scheduled outages every other Saturday from 12 midnight until 3 a.m.
	Account creation and updates within 48 hours of employment status changes
	Quota/capacity based on designation and specialized needs
	Restoration based on severity of outages

Other services provided in the catalog can include extension to the basic IT services, such as application services (support processes for enterprise resource planning and customer relationship management systems) and specialized services for projects and technology architecture management.

11 years ago
18.07.2015
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