Designing and implementing a service catalogue

Course Code: 7020

Overview
Schedule classes
What you'll learn
Outline
Prerequisites
Who should attend
Certification

Overview

This 4-day course focuses on the design, implementation and operational management of various forms of service catalogues based on ITIL best practices. This course extends ITIL theory with numerous practical examples and real-world exercises oriented around service catalogues. The course includes topics such as design, implementation and operational management, as well as, how to overcome real-world challenges related to service catalogues. Additionally, this course covers how to work with the business to identify services and how to use the service catalogue to set important boundaries within an organization. This is a hands-on course that provides numerous exercises that give a real-world understanding of service catalogueues.

Schedule Classes

Looking for more sessions of this class?

Course Delivery

This course is available in the following formats:

Live Classroom
Duration: 5 days

Live Virtual Classroom
Duration: 5 days

What You'll learn

Service management

Request fulfillment
Service catalogue
Service catalogue management
Metrics and measurements for service catalogues
Identifying improvements
Service catalogue assessments
Service catalogue tools
Industry-based service catalogues
Self-service and service catalogues

Outline

Module 1: Course introduction

Module 2: ITIL basic concepts review

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

Module 3: Understanding the nature and purpose of a service catalogue

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

Module 4: Review of existing catalogues

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

Module 5: Using the continual service improvement approach to design and implement a service catalogue

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

Module 6: Determining the current state of your service catalogue management process and service catalogues n your environment

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

Module 7: Transforming your vision into realistic targets

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

Module 8: Identifying and implementing service catalogue management improvements

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

Module 9: Measuring progress

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

Module 10: Identifying and overcoming challenges and risks

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

Module 11: Service catalogue management tools and technology

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

Module 12: Putting it all together – Defining and implementing a service catalogue management process

Taking a project management approach
Defining a charter for service catalogue management
Defining service catalogue management project goals and objectives
Defining service catalogue management milestones
Defining a work breakdown structure for service catalogue management
Creating a service catalogue management project plan
The sample service catalogue management project plan
Exercise 13: Defining a service catalogue management project plan

Module 13: Operating your service catalogue management process

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

Module 14: Next steps

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

Module 15: Summary

Review of concepts learned
Questions and answers

Prerequisites

Participants for this course need to have foundation level understanding of ITIL® service management best practices and have experience working in organizations using various IT service management processes.