Course introduction and overview

• Stages of the lifecycle
• Services
• The service portfolio
• Processes and functions
• A brief discussion of the ITIL processes
• Roles and responsibilities
• Exercise 1: Understanding basic service management concepts

• How ITIL defines a service catalogue
• The purpose of a service catalogue
• The benefits of having a service catalogue
• The types of service catalogue
• A simple service catalogue process
• Common service catalogue tools
• How the business perceives and uses a service catalogue
• The golden rule of service catalogues
• The service catalogue management process check sheet
• Exercise 2: Defining a simple service catalogue management process

• Example I: Understanding state, local and federal government service catalogues
• Example II: Higher education service catalogues
• Example III: Private industry service catalogues
• Example IV: Other real-world service catalogue examples
• Example V: Identifying appropriate service catalogue guidance for your environment

• The continual service improvement approach
• The CSI register
• Using the CSI register with the CSI approach
• Step I: Identifying the vision for your service catalogue
• Step II: Determining the current state of your service catalogue
• Step III: Transforming the vision into realistic targets
• Step IV: Identifying and implementing improvements
• Step V: Measuring progress towards the vision
• The service catalogue vision check-sheet
• Exercise 4: Revisiting your service catalogue process from Exercise 2

• Integrating service management processes throughout the lifecycle
• How service strategy interacts with other lifecycle stages
• Inputs and outputs between the lifecycle stages
• Business value of service management processes
• Interfaces of service management processes
• Understanding and agreeing to the desired state for service catalogue management in your environment
• Understanding the current state of service catalogue n your environment
• Service catalogue management Audit of Intent
• Service catalogue management Audit of Action
• Service catalogue management assessment questions
• Service catalogue management key performance indicators, metrics, and measurements
• Service catalogue management roles and responsibilities
• Service catalogue management process integration
• Documenting the difference between the vision and the baseline
• Exercise 6 – Establishing a baseline for service catalogue management

• Making the vision less nebulous
• Typical service catalogue targets
• Aligning typical service catalogue management targets to your specific targets
• Using SMART objectives
• Documenting SMART objectives
• The service catalogue management realistic target check sheet
• Exercise 7: Documenting realistic targets for your service catalogue management process and service catalogues

• Achieving targets
• Typical service catalogue management related improvements
• Using the CSI register with targeted improvements
• The service catalogue management improvement check sheet
• Exercise 8: Identifying and implementing improvements for your service catalogue management process and service catalogues

• Type of metrics
• Use of metrics
• Avoiding metric-overload
• A practical service catalogue management dashboard
• The service catalogue management metric, measurements and key performance indicator check sheet
• Exercise 9: Defining an effective service catalogue management dashboard

• The difference between challenges and risks
• Understanding the nature of challenges and risks
• Practical guidance for identifying and overcoming challenges
• Practical guidance for identifying and overcoming risks
• The service catalogue management challenge check sheet
• The service catalogue management risk check sheet
• Exercise 10: Identifying and overcoming challenges
• Exercise 11: Identifying and overcoming risks

• Understanding the tools landscape
• Understanding real-life tool requirements for service catalogue management
• Identifying appropriate tools for service catalogue management
• The service catalogue management tool requirements

• Comparing the vision and baseline
• Identifying an implementation plan
• Making the implementation plan specific
• Sample incident management implementation plan
• Exercise 11: Developing an implementation plan for incident management

• Transitioning your service catalogue management process
• Service catalogue management and business relationship management
• Service catalogue management and service level management
• Service catalogue management and request fulfilment
• Service catalogue management and asset management
• Service catalogue management operational check sheet
• Exercise 14: Defining operational responsibilities for service catalogue management

• The future of service catalogues
• Service catalogue management and cloud computing
• Advanced service catalogue management topics
• Continuing improvement and adjustment for your service catalogue management process

• Review of concepts learned
• Questions and answers