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Intermountain - Utah LIG | What’s in YOUR Service Catalog: One-Day Interactive Svc Catalog Workshop
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Many people confuse the Service Request module of many software tools with the true intent envisioned for the Service Catalog. While the former is a critical component of efficient day-to-day IT support operations, the latter is a key component linking many ITSM best practices. This workshop is a highly interactive opportunity. After a review of the concepts supporting this important area, a case study organization will be presented and participants will build a Service Catalog.

2/28/2013
When: 2/28/2013
8:30 am - 4:30 pm
Where: Oracle Corporation
9350 S. 150 East, Suite 600
Sandy, Utah  84070
United States
Contact: Craig Bennion


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What’s in YOUR Service Catalog: A One-Day Interactive Service Catalog Workshop
 
Many people confuse the Service Request module of many software tools with the true intent envisioned for the Service Catalog. While the former is a critical component of efficient day-to-day IT support operations, the latter is a key component linking many ITSM best practices.
 
Interpreted correctly, the Service Catalog is the portion of the Service Portfolio that represents live (or soon to be released) services. It is also the place where you link other ITIL processes to a service and make powerful use of them:
  • As the parent for a chain of CI's in your CMDB you can understand the impact of a device failure, prioritize incidents and associate the cost of maintaining CI's to the services they support
  • Service Request Catalogs can be structured to incorporate the Service the requests underpin, once again enabling Service Level Management and Financial Management processes
  • Service Level Agreements can be negotiated and agreed upon, enabling all of the operational services by enabling correct prioritization of issues. Many organizations use a "one size fits all" approach to Service Level Management, which isn't as effective on the court
  • Services set the stage for the entire ITIL life-cycle, yet many organizations do not understand how to define, leverage or manage the Service Catalog or Service Portfolio.
This workshop is a highly interactive opportunity. After a review of the concepts supporting this important area, a case study organization will be presented and participants will build a Service Catalog, with links to the CMDB and Service Requests. Following this work, the links to other processes will be discussed from the standpoint of the case study organization.
 
Take-aways from this workshop include:
  1. A complete understanding of the Service Catalog and it's links to other processes
  2. An understanding of the difference between the Service Catalog and Service Request Catalog
  3. Practice in building an actual Service Catalog
  4. Understanding of important concepts in the design of the CMDB and Service Request Catalog
  5. The role of Service-based financial and service level agreements in managing demand and capacity, as well as operational costs
 

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