Service Catalog Two Day Workshop

Evergreen Systems' two day catalog workshop can kick-start your service catalog development efforts. In two days' time it delivers a 'real world' approach to service catalog development that equips participants to walk out with a basic outline of its service catalog offerings and the tools to cost, develop and implement those offerings, in a best practice manner.

This course explores the Service Catalog is a listing of standard services that IT provides to their customers and as a foundation for defining services and communicating those services to the business. Particular attention is given to the developing the business value of the service catalog.

The service catalog workshop establishes a standard set of deliverables by creating business oriented agreements associated with Service Levels and their costs. The focus is on delivery of a repeatable and standardized quality of customer service.

Basic components of a service catalog are explored, including:

• A listing of standard services IT provides to their customer
• Foundation for defining services and communicating with their customer.
• Standard set of deliverables
• Underlying service levels and costs

Business Value of the Service Catalog

A Service Catalog provides the customer one location to view and order services provided by IT. It also organizes and bundles 'services' in a way that customers understand and use services. Service catalogs also provide details about the characteristics of the service, including Service Level Requirements, Service Level Agreements and even internal Operational Agreements.

IT organizations use Service Catalogs to rationalize end user demand through the establishment of service and vendor standards, and optimize that demand based on business planning and spend. Service Catalogs also help IT organizations control service usage by utilizing request management and compliance procedures to maximize and automate workflow. Service catalog benefits include:

• Improved alignment of services to customers' needs, the technologies and services offered and costs to provide services
• Simplified decision-making involved in identifying and selecting technology services
• Enablement of IT to more effectively predict and fund capacity demands
• Business predictability around costs and service
• Improved service level delivery
• Improved image of IT to the business and business goals

Two Day Service Catalog Workshop Agenda

Day 1: Definition, structure and goals of a service catalog are explored, including:

• Service catalog structure
• Service catalog goals

Day 1 provides a comprehensive overview of the service catalog, including the goals of a service catalog, examples and worksheets that focusing on helping your organization develop a service catalog.

Detailed structure and taxonomy of the service catalog is defined, including service families, their underlying services and their costs. Templates are utilized to categories services into families, with accompany definitions. After services are identified, their attributes and future phases are also developed.

Day 1 concludes with a service catalog questionnaire, which helps participants fill out service catalog questionnaires, then used for development of service catalogs within their own organizations.

Day 2: Service Catalog deliverables are examined, including OLAs (Operational Level Agreements) and SLAs (Service Level Agreements), including their underlying expectations, costing and implementation. This part of the workshop goes into detail on the 'how to' of developing:

• OLAs and SLAs
• Underlying costs to deliver services
• Accountability
• Establishment of expectations
• Using questions and templates to establish SLAs and OLAs
• Cost examples and questions
• Processes
• Road maps to implementation

Day 2 focuses on developing expectations and costing for SLAs (Service Level Agreements) and OLAs (Operational Level Agreements). These agreements become the underpinning for a business-based service catalog. The goals of day 2 including determining how an SLA and OLA are created, determining their costs, and developing these documents for at least one service, defined during day 1.

In addition to definitions and underlying costs of SLAs and OLAs, expectations and accountability for meeting defined standards are explored in detail. Day 2 concludes by using templates (provided by Evergreen) to develop at least one sample SLA and OLA for your organization.

Real-life samples of successful SLAs and OLAs are presented, and questionnaires are used to help organizations begin to develop their own agreements.

Day 2 concludes by detailing required processes and helping each participant begin to map the roadmaps to Service Catalog implementation, using Evergreen templates and flow charts.

Workshop Pricing and Delivery

Evergreen's Two Day Service Catalog Workshop is a fast and effective way to jumpstart your service catalog project. It is inexpensive (under $5,000) and can be delivered on-site for up to 15 students per class.

Once the workshops are complete, Evergreen provides the client with a deliverable that includes a summary of the two days' work, as well as a plan that maps your organization's implementation path to a completed service catalog.

The workshop focuses on helping your organization leverage what is already in place, with real-time assessment and review of current operations, including people, processes and tools, and development of a strategy that utilizes what your organization already owns. New technology and additional development is recommended only when the business case supports it.

Download this offering summary on the Service Catalog Workshop as a .pdf.