IT organizations usually grow, develop, become more complex over the years. Together with this development overview about provided services often declines. Since a good quality service is a target of all IT processes, ITIL recommends clarifying portfolio of provided services and maintaining their catalogue.
Service catalogue should contain two views determined for two different groups of people:
ObjectGears contains Service catalogue designed according to ITIL recommendations. Since the services are configuration items at the same time, they have adequate interface to other ITIL processes.
This entity is used for particular services. Key atributes are name, description, status, service classification and criticality, supported processes, business owners and users, IT owners, SLA, supporting OLA and contracts, costs and other financial aspects of services, metrics and used strategy (insourcing, outsourcing etc.).
Customer view contains, apart from name, description and status, mainly SLA, supported processes, business users and owners...
Service dashboard contains overall data about services in a graphical overview. Share of services by SLA, criticality, classification or strategy....
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