Service Catalog_Module 6 Flashcards
Who is responsible for the following:
1, Defining, designing, and maintaining the
service catalog
2. Understanding and managing stakeholder
relationships
3. Continually improving the service catalog
structure, automation, and views
4 Effectively integrating the service catalog into
value streams
5 Effectively cooperating with other teams and
roles
6. Continually improving the practice
Service catalog manager
What role is similar to being a small business owner?
Service owner
The ________ ________ must be familiar with the various components that make up all aspects of the service
Service owner
A service owner must have familiarity with _____ and ______ of the
service, as well as the factors that influence them
budget and cost
A service owner must be familiar with the ________ of the service,
their needs, and reasons for using the service
customers
A service owner must be familiar with the ways to offer the service to meet customer needs in the most ________ way
efficient
A service owner must have familiarity with continual service _______
improvement
Offer a ________ that customers want and are willing to buy.
Service
_______ is delivered by managing the life cycles
of the activities and resources that produce it
Value
True or False - the following are the key roles for service catalog:
Service owner
Service catalog management practice owner
Service catalog manager
Business relationship manager
Service level manager
True
Which role is responsible for the following:
1) Accountable for the design, implementation and continual improvement of the service
2) Understanding the service (components, etc.)
3) Ensuring that the details of the service in the Service Catalog is accurate and is maintained
4) Working with business relationship management to understand and translate customer requirements
5) Assessing the impact of new services or changes to existing services
6) Participating in service review meetings
7) Identifying opportunities for service improvements
8) Providing input in service attributes such as performance, availability etc.
9) Participating in negotiating service level agreement
Service owner
Who’s responsibilities include:
1) Producing and maintaining the Service Catalog
2) Ensuring that all the information within the Service Catalog is accurate and up to date
3) Ensuring that appropriate views of the Service Catalog are maintained and made available to those for whom they are targeted
4) Ensuring the information within the Service Catalog is adequately protected and backed up
5) Promotion of the Service Catalog through available communication channels
6) Organizing and managing regular Service Catalog review activities
7) Obtaining customer satisfaction feedback as well as recording and managing all complaints
8) Coordinating interfaces with other processes
Service catalog manager
Who’s responsibilities include:
Management of the process and addressing any issues with the running of the process
Process strategy, policies, workflows, procedures, data models
Organizational compliance to the process
Regular reviews and audits of process, roles, responsibilities and documentation
Definition, evaluation and follow-up of process key performance indicators and measurements for effectiveness and efficiency
Review of opportunities for process enhancement and improvement
Process and role training
Working with other process owners to ensure there is an integrated approach to the design and implementation of Service Catalog Management, Service Portfolio
Management, Service Level Management and Business Relationship Management
Service catalog management process owner
Who’s Responsibilities include:
Establishing and maintaining a constructive relationship at a strategic level between the customer and the service provider
Identifying customer needs and ensuring that the service provider is able to meet these needs with an appropriate catalog of services
Ensuring customer expectations do not exceed what the customer is willing to pay for
Ensuring high levels of customer satisfaction, indicating the service provider is meeting customer needs, requirements and expectations
Identifying changes in the customer environment or trends in technology that could impact the type, level or utilization of services provided
Mediation where there are conflicting service requirements from different business units
Facilitating service level agreement negotiations by ensuring that the correct customer representatives participate
Business relationship manager
Who’s Responsibilities include:
Ensuring that current and future service requirements are identified understood and
documented in Service Level Requirements (SLRs) and Service Level Agreements (SLAs)
Negotiating and agreeing to levels of services to be delivered with the customer and documenting these in the SLAs
Negotiating and agreeing to Operational Level Agreements (OLAs), ensuring the targets are aligned with SLA and SLR targets.
Ensuring the targets agreed within Supplier Contracts are aligned with OLA, SLA and SLR targets
Assisting with production and maintenance of the Service Catalog
Ensuring service reports are produced and breaches highlighted for all their customer’s services
Conducting regular service performance reviews with customers and ensuring identified improvement initiatives are acted on and progress reports provided to
customers
Reviewing service scope, SLAs, OLAs and other agreements regularly
Service level manager
