How to Build a Service Catalog
Classroom Learning
Classroom Learning
Who Needs to Attend
- Anyone who has taken an ITIL Foundation course
- Anyone responsible for an ITIL implementation starting with IT service definition or Service Catalog creation
- Service Catalog Managers, Service Level Managers, and others managing or supervising groups responsible for creating and maintaining an IT Service Catalog
- IT Managers
Prerequisites
ITIL v2 Foundation Exam Prep Boot Camp, ITIL v3 Foundation Exam Prep Boot Camp, or equivalent are suggested
Follow-On Courses
- Other ITIL in Action courses
- ITIL Intermediate courses
Learn how to create an IT Services Catalog based on ITIL good-practice guidance and practical real-world experiences.
A Service Catalog describes the services an IT organization provides to the business and how those services are obtained and supported. The backbone of ITIL v3, the Service Catalog is critical to controlling costs, improving quality, and setting and meeting customer expectations, and it's challenging to create.
In this course, you will learn how to identify your services, name and categorize them, and create a Service Catalog architecture that follows the best practices of ITIL and is practical to maintain. You'll gain practical experience you can put into practice immediately.
What You'll Learn
- Develop, publish, and implement your ITIL-based Service Catalog
- Tips for defining IT services quickly
- Key considerations that can indicate success or failure
- Measure the performance and effectiveness of your Service Catalog
- Maintain your Service Catalog
- Overcome challenges and manage risks associated with using a Service Catalog
- How software tools can help and hinder Service Catalog creation and operation
Course Outline
1. The Service Catalog
- What it is and what it isn't
- Integrating the Service Catalog and other IT Service Management processes
- Service Catalog and support center operations
- Benefits of a Service Catalog
2. Developing a Service Catalog
- Analyzing the service portfolio
- Identifying and categorizing IT services
- Establishing service-level agreements
- Validating service demand
- Elements of a Service Catalog
- Pros and cons of using software tools for Service Catalog creation
3. Implementing your Service Catalog
- Publishing the Service Catalog
- Marketing your Service Catalog
4. Measuring Service Catalog performance
- Establish metrics and key performance indicators
- Assess Service Catalog effectiveness
5. Maintenance and reporting
- Maintaining the Service Catalog
- Reporting Service Catalog performance
6. Overcoming challenges and managing risks
- Challenges created by a Service Catalog
- Risks associated with using a Service Catalog
- Critical success factors
Classroom Dates and Locations
Date |
Location Details |
|
| Oct 25 - 27, 2010 | Washington, DC | Register |
| Nov 8 - 10, 2010 | San Jose, CA | Register |
| Nov 15 - 17, 2010 | Morristown, NJ | Register |
| Dec 6 - 8, 2010 | Dallas, TX | Register |
| Jan 17 - 19, 2011 | Chicago (Schaumburg), IL | Register |
| Feb 28 - Mar 2, 2011 | New York, NY | Register |
| Mar 7 - 9, 2011 | Atlanta, GA | Register |
| Mar 21 - 23, 2011 | Raleigh, NC | Register |
Don’t see the location or date you need? No problem – just use our By Request service.
Course Code: 2795
Registration Information
$1995 USD
3 Day Course
18 PMI PDUs
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