Imagine trying to run a restaurant business without a comprehensive detailed view of the company’s menu, referred to as its products and services. It would be difficult to know what the chef(s) in the kitchen is able to prepare to meet customer’s hunger needs, and also equally difficult to know the elements and support resources needed to prepare a product.

A Service Catalog is a key document containing valuable information on the complete set of services provided by a Service Provider (e.g. IT Organization) to her customers. The Service Catalog is a foundation for defining services and communicating those services to the business.

This 1-day course will equip participants with the skills required to determine, define and document all operational services including the interfaces with Service Portfolio, business and IT service continuity management and Configuration Management System.

Learning Objectives

Participants will gain practical skills in the following areas:

• A deep understanding of how to define services
• Able to distinguish between the contents of Service Portfolio Management and Service Catalogue
• Analyzing to determine the impact of supporting IT services on business units and business processes
• Analyzing to determine the impact of supporting services on IT services
• Producing and maintaining a Service Catalogue
• Define applicable metrics and key performance indicators for measuring the effectiveness of the Service Catalogue Management process

Who Should Attend

The Producing an Effective Service Catalogue course is appropriate for individuals who:

• Would like a deep understanding of how to define services, produce and maintain a Service Catalogue
• Are working in, or about to enter, a Service Catalogue Management unit
• Staff who work in the areas of Service Portfolio Management; Service Catalogue Management; Service Level Management; Demand Management; Supplier Management; Financial Management and Business Relationship Management.
• This may include but is not limited to, IT professionals, business managers and business process owners.

Prerequisite

There is no prerequisite for this course. It is strongly recommended that candidates go through ITIL Foundation v3 course, as it will give them an overview of the five Service Lifecycle publications.

Examination

There will be an end of course test consisting of ten questions. Candidates are required to score 70% to receive our Certificate of Completion.

Materials

You will receive a course binder containing copies of presentation slides, case studies, exercises and suggested solutions.

What You Will Learn