The document discusses designing and defining services for a service catalog. It outlines that a service catalog involves defining IT services and components, as well as business services, and mapping their relationships. It also discusses involving both IT and customers to understand key needs and priorities. The document provides guidance on how to structure services in a service catalog hierarchy and design the various elements and views needed, including user, business and technical views. It emphasizes the importance of strategy workshops to get input from stakeholders and ensure buy-in for a successful service catalog.

1. Designing & Defining Services For Service Catalog Barclay Rae, Global Head of Services Brian Hendry, Service Development Manager

3. Axios Systems Timeline Windows Web Web 2.0 Green-Screen Axios founded assyst Classic launched assyst Enterprise launched Entry into the US market Axios ranked #1 vendor in HDI 'Customer Experience' report Expansion into Canada Axios retains #1 vendor ranking in HDI 'Customer Experience' report assyst launched on Java architecture Further expansion in the US, Europe and entry into Asia Pacific Axios awarded Software Company of the Year First in the world to achieve BS 15000 certification Entry into Middle East and Africa The number of assyst end-users tops 10 million Axios awarded Software Company of Year (again) Axios rated #1 vendor for 3rd time in succession in HDI 'Customer Experience' report Expansion into Russia, Eastern and Southern Europe and South America Axios wins International Excellence Award Expansion within Middle East ITIL V1 ITIL V3 ITIL V2 assyst 8 launched US Expansion European expansion begins assyst 9 launched Service Catalog SaaS 1988 2005 1990 1995 1997 2000 2001 2003 2004 2006 2007 2008 2009/10

4. Service Catalog – What is it?

6. Service Value Management and IT Service Management (ITSM) CMDB Service Catalog IT components and infrastructure Each business service or process is defined as a supply chain of IT components, taken from the CMDB The CMDB holds information on all IT infrastructure and components, and their relationships IT Intelligence Business Intelligence IT business services

8. What do we mean by Services?

9. Developing a Service Focus Good Systems Poor Service Good Systems Good Service Poor Systems Poor Service Good Service Poor Systems Tech Focus Service Focus

12. Service Bundle and Lifecycle A ‘ service ’ is a business outcome from a number of linked processes, activities, roles, etc. that are combined to meet a specific business purpose . Service Catalog in ITSM is now part of ‘Portfolio Management’ – where the (whole) service is managed through a lifecycle – strategy, design build, etc. This includes pipeline (planned), published (live) and retired.

14. Services and Offerings

15. Services and Service Offerings Service : A collection of IT components (CIs and other services) that, when combined, provide the business with the functionality it needs to operate. Service Offering : A specific request logged against a service. The service and service offering templates provided with assyst have been created as a realistic set of examples that could be used by customers without significant amendment.

16. Services and Offerings

17. Involving IT and our Customers

18. SLM Implementation CUSTOMERS What IT services are key to you? Key people Key systems Key departments Key times/targets When do you need them? How quickly do you need them restored? What support information do you need? What reviews do you need? IT SERVICE PROVIDER What IT services do you provide? Infrastructure Networks Applications Service/Help Desk Procurement Projects What are your resource levels? 3rd party contracts? What levels of service can you provide? SLM PROJECT Planning Workshops Negotiation Facilitation Documentation Build Service Catalog Set up reporting Set up review mechanisms Plan full implementation Ongoing support as needed

20. How do we design and structure our Services?

21. Basic Implementation Strategy workshop Design - workshop & build Training Build services in Service Catalog Publish and review

23. Service Design

24. Service Catalog Hierarchy

25. Summary

26. SLM Implementation CUSTOMERS What IT services are key to you? Key people Key systems Key departments Key times/targets When do you need them? How quickly do you need them restored? What support information do you need? What reviews do you need? IT SERVICE PROVIDER What IT services do you provide? Infrastructure Networks Applications Service/Help Desk Procurement Projects What are your resource levels? 3rd party contracts? What levels of service can you provide? SLM PROJECT Planning Workshops Negotiation Facilitation Documentation Build Service Catalog Set up reporting Set up review mechanisms Plan full implementation Ongoing support as needed

28. Additional Resources Axios Systems Details: www.axiossystems.com [email_address] http://twitter.com/axios_systems http://www.servicecatalogblog.blogspot.com Service Catalog Resources: Sharon Taylor Webcast Sharon Taylor White Paper Webcast Series: 04.21.10 Rapid & Relevant SLAs: Integrating Service Catalog With Your Business 05.19.10 Service Catalog Reporting: Step Your Metrics Up A Gear On Demand 3 Steps To Building A Service Catalog Business Case More information can be found on the Axios Systems website. Information on the assyst Service Catalog can be also be found on our website.