Service Catalog overview
ITIL V3 has raised the importance of service lifecycle management and the need to align IT with business goals. Creating a service catalog has two main challenges. First, customers and partners need to know clearly what services IT offers and what it does not. One reason is that services are fragmented, and service information is managed in different places or silos. Process and end user information is managed in one place, service level management is managed elsewhere, and another application manages costs.
Second, service models tend to focus on the infrastructure and on the technical services and associated CIs in an environment. The focus is on the supporting services and details and not on the business services. For example, when a particular server fails, an IT staff member might not know the business service that is affected, such as the ability to book orders. In this situation, the service model and the service catalog present only a partial view of the services.
As a result of these challenges, an IT user cannot view the whole service. Rather than design a service catalog starting with the CIs, ITIL V3 requires starting with the business service. The Service Catalog allows you to overcome fragmentation and to provide a more complete view of services:
- Focus on services to generate better business results.
- Create a catalog of services in which you manage cost, quality, and value.
- Use a common language for IT and businesses to communicate clearly what IT does and does not do.