Abstract:
The Service Catalogue is a fundamental need of Information Technology (IT) organizations because it describes in a formal document the available services that these organ...Show MoreMetadata
Abstract:
The Service Catalogue is a fundamental need of Information Technology (IT) organizations because it describes in a formal document the available services that these organizations have to provide. The catalogue contains the respective Service Level Agreements (SLA) that should be met, setting expectations between clients and providers of services. The Service Catalogue is integrated with other processes, including Service Level, Financial, Demand and Request Management - all these perfectly described in the ITIL books. However, about 30% of IT Service Management (ITSM) projects do not finish as a result of poorly defined IT services. This research proposes some solutions that try to mitigate the risks of a service catalogue implementation. The proposed solutions include a service definition, its components, the roles involved in its management, an identification process and a lifecycle process. The proposal was implemented in a private company, where we identified the services that composite the service catalogue.
Published in: 2010 Seventh International Conference on the Quality of Information and Communications Technology
Date of Conference: 29 September 2010 - 02 October 2010
Date Added to IEEE Xplore: 03 December 2010
ISBN Information: