How do you deliver an effective Service Catalogue?

Keith Webb Principal Service Management Consultant Fox IT

Agenda • • • • • Introduction and objective Key roles Sources of information Spreading the message Summary .

• Over 30 years’ experience in I. Fox I.Introduction and objective • Keith Webb. Principal Service Management Consultant.T. • Objective of this session – To highlight what controls and processes need to be in place to deliver an effective Service Catalogue .T.

Process Owner • • • • Identify / nominate Permanent member of staff Full-time role Objectives and scope of process .

procedures . process.Role Owner • • • • Appoint Job description Line reports Policy.

RACI matrix • Roles and responsibilities – Responsible – Accountable – Consulted – Informed .

Service Portfolio • Source of all services. irrespective of the lifecycle status • Liaison with process • May be responsible for Service Catalogue Management .

Project Management • What’s been delivered • What’s on the cards • Advance notification of services .

as well as new ones .Development • Teams – In-house – Out-sourced • Old and existing services.

Service Management Liaison • Service Level Management – SLAs • Business Relationship Management – Customers and stakeholders .

Awareness • Broadcast the programme – Intranet – Seminars – Workshops – E-mail – Podcasts .

Communication • Get the message out – When is it going to happen? – How will the Service Catalogue be accessed? – Who has access to it? .

Training • At every level – Who – How – When .

Intranet • The place for the catalogue – Ease of access – Catalogue available 24/7 – Familiar interface .

Summary • How to deliver an effective Service Catalogue – Appoint process and role owners – Identify sources of information – Spread the message – Make it available .

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