Service Catalogue

ABC Corporation
Version n.n
Revised date nn/nn/nn
Introduction........................................................................................................3
Scope.................................................................................................................4
Assumptions......................................................................................................4
Customer Responsibilities.................................................................................5
Services.............................................................................................................6
Application Services.......................................................................................6
Technical Services.........................................................................................6
ro!essional Services....................................................................................."
#$%....................................................................................................................&
'escription.....................................................................................................&
Service (evels................................................................................................&
)old............................................................................................................&
Silver...........................................................................................................&
*ron+e........................................................................................................,
Control............................................................................................................,
Trainin-...........................................................................................................,
'ependencies................................................................................................,
.nderpinnin- Contracts.................................................................................,
Speci!ication...................................................................................................,
Sub/services and s0stems.............................................................................,
A*C............................................................................................................,
Appendices......................................................................................................11
Terminolo-0......................................................................................................12
Re!erences.......................................................................................................13
This document is prepared !rom a template provided b0
T3o 4ills (td 333.t3ohills.co.n+
Template Author5 Rob 6n-land
Template Version5 2.4
Introduction
This Service Catalo-ue documents the services delivered b0 IT to the
business. Such a catalo-ue is an essential !oundation !or Service (evel
7ana-ement 8S(79. S(7 is the process o! documentin- and a-reein-
service tar-ets in Service (evel A-reements 8S(A9: then monitorin- and
revie3in- the actual service levels a-ainst those tar-ets. The ob;ective is to
maintain and -raduall0 improve business/ali-ned IT service <ualit0.
1
This catalo-ue describes and de!ines the services and the service tar-ets. It
is used as a re!erence !or S(As ne-otiated 3ith the business. That is: S(As
3ill in -eneral re!erence the services and service tar-ets as de!ined in this
document. The S(As themselves need onl0 speci!0 e=ceptions and variations
!rom this document.
The improvements in service <ualit0 and the reduction in service disruption
that can be achieved throu-h e!!ective S(7 can ultimatel0 lead to si-ni!icant
!inancial savin-s. (ess time and e!!ort is spent b0 IT sta!! in resolvin- !e3er
!ailures and IT customers are able to per!orm their *usiness !unctions 3ithout
adverse Impact. >ther speci!ic bene!its !rom S(7 include5
2
IT Services are desi-ned to meet Service (evel Re<uirements
improved relationships 3ith satis!ied customers
both parties to the a-reement have a clearer vie3 o! roles and
responsibilities / thus avoidin- potential misunderstandin-s or
omissions
there are speci!ic tar-ets to aim !or and a-ainst 3hich service <ualit0
can be measured: monitored and reported / ?i! 0ou aim at nothin-: that
is usuall0 3hat 0ou hit?
IT e!!ort is !ocused on those areas that the business thin@s are @e0
IT and customers have a clear and consistent e=pectation o! the level
o! service re<uired 8i.e. ever0one understands and a-rees 3hat
constitutes a ?riorit0 >ne? Incident: and ever0one has a consistent
understandin- o! 3hat response and !i= times are associated 3ith
somethin- called ?riorit0 >ne?9
service monitorin- allo3s 3ea@ areas to be identi!ied: so that remedial
action can be ta@en 8i! there is a ;usti!iable business case9: thus
improvin- !uture service <ualit0
service monitorin- also sho3s 3here customer or user actions are
causin- the !ault and so identi!0 3here 3or@in- e!!icienc0 and/or
trainin- can be improved
S(7 underpins supplier mana-ement 8and vice versa9 / in cases 3here
services are outsourced the S(As are a @e0 part o! mana-in- the
relationship 3ith the third/part0 / in other cases service monitorin-
allo3s the per!ormance o! suppliers 8internal and e=ternal9 to be
evaluated and mana-ed
S(A can be used as a basis !or char-in- or cost allocation / and helps
demonstrate 3hat value customers are receivin- !or their mone0.
The cumulative e!!ect should lead to a -radual improvement in service
<ualit0 and an overall reduction in the cost o! service provision.
Scope
The Service Catalo-ue lists all o! the IT services currentl0 bein- provided to
the or-anisation.
Aith on-oin- development: the Service Catalo-ue 3ill describe the service
tar-ets: and details o! the users and those responsible !or on-oin-
maintenance o! each service.
Bor the purpose o! this document: a service 3ill be de!ined as the !ollo3in-5
One or more IT Systems which enable a business process
Assumptions
C!or e=ample5
Service level commitments assume DnormalE load. DFormalE implies t0pical
avera-e loadin-s over the previous monthl0 interval. It does not include
e=traordinar0 events such as: !or e=ample: sur-es in e=ternal activit0
tri--ered b0 a media announcement or promotion: or ac<uisition o! ne3
business units.
Cost models assume that IT Services department 3ill continue to be
!unded b0 annual bud-et allocation: and procurement remains under IT
Services control.

Customer Responsibilities
Cobli-ations and responsibilities o! the users in return !or services: e- adherin-
to pass3ord: virus: incident policiesG
Services
CBrom the Service Catalo-ue spreadsheet.
C4ere are some e=ample services5G
Application Services
6nterprise Resource lannin-
86R9
Binancials 8AR: A: )(9
rocurement
Customer Relationship
7ana-ement 8CR79
4uman Resources
7ar@et Research
a0roll
6nterprise pro;ect mana-ement
Bacilities
7anu!acturin-
'istribution
Standard des@top
Corporate >3nership Re-ister
Assets
rocurement H 'istribution
Technical Services
Communication
Standard des@top
Bile / rint
'es@top productivit0 tools
Fet3or@ access
Remote access
Internet
4elpdes@ callcentre
4elpdes@ 3eb
IT >perations
Bor3ard 'eplo0ed Support
6nhanced 'es@top
7ana-ement
Identit0 and Access
7ana-ement
Threat 7ana-ement
*ac@ups and archivin-
Professional Services
Service (evel 7ana-ement
ro;ect 7ana-ement
IT Consultin-
Securit0 architecture
IT Architecture
Architectural Revie3s o! ne3
technolo-0
IT rocurement Services
Application 'evelopment
Application 6nhancement
Application 7aintenance
Vendor relations
*usiness anal0sis
*usiness modellin-
rocess consultin-
Trainin-
Service deliver0
Service support
Service 'es@
>n/call support
Bield support
XY
Cone o! these sections !or each serviceG
Description
Cin business terms I avoid ;ar-onG
Scope
Service Levels
CThere are t3o schools o! thou-ht at this point.
C6ither 0ou document 0our service levels once here: then re!er to them 3ithin
each S(A 3ith customers and document onl0 e=ceptions/variations in the
S(A5 this ma@es the S(A documents simple: and all the DmeatE is documented
once: in this Catalo-ue
C>r 0ou document service levels each time in each S(A and @eep this
document as a hi-h level DbrochureE5 this ma@es S(As more comple= but it
copes better i! Dde!aultE service levels chan-e over time.
Ci.e. i! S(As are alread0 ne-otiated and re!erence the Catalo-ue !or
documentation o! the service levels: ho3 do 0ou chan-e service level in the
Catalo-ue 3ithout rene-otiatin- the S(AJ The ans3er is 0ou maintain
versions o! the Catalo-ue: and S(As re!erence a speci!ic version. Some
or-anisations 3ill pre!er to maintain multiple versions o! Catalo-ue: some 3ill
pre!er to de!ine service levels each time in the S(As.
CF.*. it is -ood practice to maintain versions o! this document an03a0G
!old
Char-es5 Cper user: per unit: !lat char-e per business unit: allocated on
an Darbitrar0E metricKG
Availabilit0 All s0stems 3ill be available as de!ined in the s0stem
speci!ications belo3
er!ormance All s0stems 3ill provide per!ormance as de!ined in
the s0stem speci!ications belo3
Capacit0 .p to 5L7* o! user data
Continuit0 Availabilit0 to be recovered 3ithin 3 hours o! an
outa-e
Service 'es@ )old level incident response
Silver
Char-es5 Cper user: per unit: !lat char-e per business unit: allocated on
an Darbitrar0E metricKG
Availabilit0 All s0stems 3ill be available as de!ined in the s0stem
speci!ications belo3
er!ormance All s0stems 3ill provide per!ormance as de!ined in
the s0stem speci!ications belo3
Capacit0 .p to 1L7* o! user data
Continuit0 Availabilit0 to be recovered 3ithin 12 hours o! an
outa-e
Service 'es@ Silver level incident response
Bron"e
Char-es5 Cper user: per unit: !lat char-e per business unit: allocated on
an Darbitrar0E metricKG
Availabilit0 All s0stems 3ill be available as de!ined in the s0stem
speci!ications belo3
er!ormance Fo per!ormance -uarantee
Capacit0 .p to 1L7* o! user data
Continuit0 Availabilit0 to be recovered as soon as possible
Service 'es@ Silver level incident response
Control
Co3ner o! the service. It is use!ul practice to de!ine o3ners b0 role not b0
nameG
Cpermissions re<uired to access serviceG
Training
Cavailable education: re<uired educationG
Dependencies
Cother servicesG
Underpinning Contracts
Specification
Chi-h level technical descriptionG
Cre!erence to other documentationG
Sub-services and systems
ABC
Cone o! these sections !or each sub/service and s0stemG
Owner
CThe business o3ner o! the s0stem i! there is one5 the customer. $ou
ma0 also choose to de!ine the IT o3nerG
Availability
C*usiness hoursG
CCritical periods 8o! the 3ee@: the 0earK9G
Procedures
C(ist the critical procedures and 3here the0 can be !ound5 transactional:
provisionin-: securit0: maintenance KG
Service Targets
Cavailabilit0: per!ormance: capacit0: continuit0 8bac@ups: recover0
processes9: service des@ responsiveness 8Dservice t0pesE9K
Calso provisionin-: purchasin-: reportin-KG
Appendices
Terminology

IT Service#
>ne or more technical or pro!essional IT capabilities that enables a business
process.
An IT service e=hibits the !ollo3in- characteristics5
Bul!ills one or more needs o! the customer
Supports the customerMs business ob;ectives
Is perceived b0 the customer as a coherent 3hole or consumable product
IT System#
An inte-rated composite that consists o! one or more o! the processes:
hard3are: so!t3are: !acilities and people: that provides a capabilit0 to satis!0 a
stated need or ob;ective. It is a collection o! resources and con!i-uration
items or assets that are necessar0 to deliver an IT service
An IT s0stem is sometimes re!erred to as a Technolo-0 Solution
Con$iguration Item %CI&#
A component o! an IT in!rastructure that is part o! an IT s0stem
A CI is an ITI( term !or 3hat is o!ten @no3n as an IT Asset
CIs ma0 var0 3idel0 in comple=it0 si+e and t0pe I !rom a document or polic0
to an entire s0stem or a sin-le module or a minor hard3are component
3
Bibliography
C e=istin- S(As: technical and !unctional documentation KG
Business Perspective: The IS View on Delivering Services to the Business:
>)C: 2LL4
Re$erences
1
IT Service Management: itS7B 2LL1
2
Service Delivery: >)C 2LL1
3
Defining, Modeling !osting IT Services: in@ 6lephant: 2LL4