2010 Seventh International Conference on the Quality of Information and Communications Technology (2010)
Sept. 29, 2010 to Oct. 2, 2010
The Service Catalogue is a fundamental need of Information Technology (IT) organizations because it describes in a formal document the available services that these organizations have to provide. The catalogue contains the respective Service Level Agreements (SLA) that should be met, setting expectations between clients and providers of services. The Service Catalogue is integrated with other processes, including Service Level, Financial, Demand and Request Management – all these perfectly described in the ITIL books. However, about 30% of IT Service Management (ITSM) projects do not finish as a result of poorly defined IT services. This research proposes some solutions that try to mitigate the risks of a service catalogue implementation. The proposed solutions include a service definition, its components, the roles involved in its management, an identification process and a lifecycle process. The proposal was implemented in a private company, where we identified the services that composite the service catalogue.
Service Definition, Service Catalogue, Service Level Agreements, Service and Service Request Lifecycle Processes
M. M. da Silva and C. Mendes, "Implementing the Service Catalogue Management," 2010 Seventh International Conference on the Quality of Information and Communications Technology(QUATIC), Porto, Portugal, 2010, pp. 159-164.