This course will introduce the concept of Service Catalog and what it means to the business and the relationship between IT and the business. This course also discusses how IT and IT services align with and enable the different business processes and services.
Before taking this course, it is recommended that students have the ITIL 2011 Foundation certificate.
2 Days/Lecture & Lab
This course is designed for IT professionals interested in understanding the content and concepts of the new ITIL 2011, as well as understand the differences with previous ITIL v2. This includes:
- Executives and key stakeholders.
- Services owners.
- Process owners and managers.
- Senior technical and operational staff.
- IT professionals and consultants.
- IT customers.
- Anyone interested or involved in the definition, design, development, or management of Service Catalog and service levels.
- Introduce ITSM at high level.
- Highlight the principals and concept of the Service Catalog.
- Show the basic structure of the Service Catalog and how it maps IT services to business processes and functions.
- Identify which services are repeatable standard services and which services or service elements are initiated via a service request.
- Show the benefits of automating the Service Request Fulfillment process including self-help concept.
- Reflect the basis for service-based costing and recovery.
- Explain how to define the service listed within an actionable Service Catalog.
- Identify the audience of the Service Catalog.
- Define and describe the service to be listed in the Service Catalog.
- Discuss the tools and technologies used to create, use, manage, and maintain the Service Catalog.
- Introduce the relationships between Service Catalog Management and other ITIL processes.
- Discuss the Service Catalog views.
- Introduce services definition methodology.
- Introduce a project plan approach to creating a Service Catalog.
- Discuss the CSFs, risks, metrics, and challenges of the Service Catalog.
- Introduce and discuss the business case in relationship to the Service Catalog.