Service Catalog_Module 5 Flashcards
3 Natures of a Service catalog
1) Constitutive
2) Actionable
3) Governing
Constitutive: The service catalog defines what ______offers and on what terms
IT
Constitutive: The service catalog declares _____ and manages ________.
value, expectations
Constitutive: The service catalog identifies _____, _______, and _____?
what, how and who
Actionable: The service catalog provides the means by which IT and its customers _______ and ________ business.
coordinate and conduct business
Actionable: If a service catalog is not ______, its probability of being used over the long term is very low
actionable
Governing: The ________, conditions, and controls defined in the service catalog are integrated into the service management process of the IT organization
key terms
An actionable service catalog is _______to all stakeholders and written so it can be understood by any user or business unit
executive
relevant
An actionable service catalog must be the means by which _______are offered, and business is transacted
services
An actionable service catalog provides the ability to track its status _________
Online
An actionable service catalog is readily ______ when customers want to transact business
accessible
An actionable service catalog provides service _______ and billing/budgeting
consumption
An actionable service catalog supports an _____ shopping cart approach
electronic
An actionable service catalog initiates the _______ to automatically complete service subscription, e.g., cloud
workflow
Ensuring that the organization’s service catalogs’ ______ and _____ meet organizational requirements is a success factor for the Service Catalog Management practice.
structure and scope
Ensuring that the information in service catalogs meets stakeholders’ ______ and _____ needs is a success factor for the Service Catalog Management practice
current and anticipated
Organization’s strategy and ______ _______ are key inputs to defining and maintaining service catalog data and views.
service portfolio
_______ and _____ requirements are a key input to defining and maintaining service catalog data and views.
Customer and user
_________ and agreements with customers and suppliers are key inputs to defining and maintaining service catalog data and views.
Contracts
________ external data sources are a key input to defining and maintaining service catalog data and views.
Relevant
Service catalog feeback and continual Improvement ______ are key inputs to defining and maintaining service catalog data and views.
register
Analyzing _______requirements for the service catalog is a key activity when defining and maintaining Service Catalog Data and Views
stakeholder
Define service catalog data structure and agree upon service catalog standard ________ for key stakeholder groups are key activities when defining and maintaining Service Catalog Data and Views
standard views
Collect and maintain service catalog ______ is a key activity defining and maintaining Service Catalog Data and Views
data
A list of key service catalog stakeholder groups and ______ stakeholders’ requirements are key outputs to defining and maintaining Service Catalog Data and Views
agreed
A ____ for new service data and requirements for catalog management ______ are key outputs for defining and maintaining Service Catalog Data and Views
template, tools
Data integration requirements, requests for ______ and the catalog data published are key outputs to defining and maintaining Service Catalog Data and Views
Requests for change
The structure and scope of the service catalog should reflect the organization’s _________ of business, products, and services.
architecture
The service catalog practice should be based on input from the strategy management, _________ ________, and portfolio management practices.
architecture management
What are two design strategies for the service catalog
Top down approach and bottom up approach
(Bottom-up approach or Top down approach)
1.Start with a rationalization of the service request and delivery processes
2. Focus on the user experience
3. Expand in subsequent steps to broader
organizational change
Bottom up approach
Bottom-up approach or top-down approach to service catalog design
1 .Start with rationalization of IT services and organization
- Focus on alignment with the business, improve visibility into IT
- Expand in subsequent steps to day-to-day service activities
Top down approach
3 popular service catalog views
1) User
2) customer
3) IT to IT
Which service catalog view provides the information on the services and service offerings, contains the respective details from a user perspective?
User
Which service catalog view provides the information from a business perspective and contains information about agreed service levels, financial data, service performance and measurement, and contractual requirements?
Customer view
Which service catalog view provides technical, security, risk, and process-related information for use in service delivery
IT to IT (technical view)
Which service catalog view addresses these stakeholder needs?
What services am I using?
What levels am I receiving?
What is my IT spend?
Customer view
Which service catalog view addresses these stakeholder needs?
What services do I offer?
What levels are available?
What are the technical resources and attributes?
IT to IT (technical view)
Which service catalog view addresses these stakeholder needs?
What can I request?
What does it include?
When will I get it?
End-User view
Where will service descriptions be documented and presented:
1) The service portfolio
2) Service catalog
3) Service level agreements
4) Supplier contracts
