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IT SERVICE CATALOGUE

Designing and Implementing
IT Service Catalogue

IT SERVICE CATALOGUE: THE REVOLUTION IN IT

Prepare yourself for the next level with the IT service catalogue: Industry 4.0. Our training equips you with the methods, procedures and IT service catalogue templates. Along with you, we will go through six IT service catalogues to find the stumbling blocks and how to work on it. After the training, you can optimally manage your IT service catalogue with the acquired knowledge.
IT SERVICE CATALOGUE TRAINING IT SERVICE CATALOGUE MISTAKES IT SERVICE CATALOGUE BOOK
CREATION
Structuring IT Services in a Catalogue

IT SERVICE CATALOGUE

IT Service Catalogue Training
The goal of our IT service catalogue training is to bring all the IT services offered by an enterprise under one hood in form of an IT service catalogue for effective administration. This training consists of the following elements:
  • IT Service Catalogue PortfolioService portfolio management and service catalogue management

  • IT Service Catalogue ElementsElements of service catalogue

  • IT Service Catalogue CreationApproach to IT service catalogue creation

  • IT Service Catalogue DesignDesign of IT services

  • Service Catalogue AnalysisAnalysis of six service catalogues

  • IT Service Catalogue PricesPrice model and billing models

  • IT Servicekatalog ToolsIT service catalogue tools

Duration: 2 Days
First Day begins at: 09:30
Number of participants: upto ten
Fees: EUR 1.200,00 gross;
(EUR 1.428,00 incl. 19% VAT)
There aren't any additional delivery costs.

IT SERVICE CATALOGUE TRAINING

This training includes a complete procedure on how to create a new IT service catalogue, optimize existing IT service catalogue and to keep existing ones up to date. With the six service catalogues in hand you can decide which suits your need the best. Our aim is to provide you with the IT service catalogue which fulfills your purpose and is a success for you.

We will provide you with IT service catalogue templates which can be referred to implement the concepts you have learned to your IT operations. All relevant questions, such as how you describe IT services, set service prices and cut out IT services, are also an integral part of this training.

After this training, you are a trained Service Catalogue Manager with a variety of tools and templates.

There is also an SLA gadget for each participant.

IT SERVICE CATALOGUE: Training Overview

Download IT Service CatalogueBrief look into the IT Service Catalogue Training


Are you interested in our IT Service Catalogue training?
Then just pick up the phone and call us or just write to us!

We would be happy to get in touch with you.

Service Level Manager Gill
When you are attending the IT service catalogue training, we will check your existing IT service catalogue. This option offers our participants the 2-in-1 concept and saves them a lot of time. While booking the training, you will find this as an option.
Review: My recommendation as a Service Level Manager
TRAINING DAYS DATE VENUE RESERVATIONS
IT Service Catalogue Mon/Tue 19./20.02.2018 Bruchsal ON REQUEST
IT Service Catalogue Mon/Tue 23./24.07.2018 Bruchsal ON REQUEST
IT Service Catalogue Thu/Fri 20./21.09.2018 Wien ON REQUEST
IT Service Catalogue Mon/Tue 24./25.09.2018 Bruchsal ON REQUEST
IT Service Catalogue Mon/Tue 26./27.11.2018 Zürich ON REQUEST

Participants, who booked this training were also interested in:

10 Days Service Architecture Coaching
Service: In 10 days, we will work on your IT service catalogue. This includes IT service layout, service descriptions, key figures, relevant attributes, cost types and a comprehensible design. Benefit: An IT service catalogue which even Management can understand
1 Day Workshop: Company Preparation for IT Service Catalogue
Service: In one day, we will train you on the focal points of the IT service catalogue and improvise the existing service layout. Benefit: Documentation of a feasible service architecture
Discourse on 10 Mistakes in IT Service Catalogue
Service: In this one hour lecture, we will show you the 10 mistakes you need to know about this still young discipline. Benefit: Creation of an IT service catalogue with clear concepts, avoiding any errors.
SCMaaS
Service: Service Catalogue Management as a Service: We provide long-term support for your IT service catalogue. Benefit: Expert knowledge of a Service Catalogue Manager, which saves time and resources.
Changing the Organizational Concept from System to Service
Service: We will work with you to develop an IT organization that balances the roles of system and service managers and corresponding skills and authorization levels. Benefit: Sustainable and market conformant IT organization for your IT operation.



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10 Days Service Architecture Coaching

1 Day Workshop: Company Preparation for IT Service Catalogue

Discourse on 10 Mistakes in IT Service Catalogue

SCMaaS

Changing the Organizational Concept from System to Service

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IT SERVICE CATALOGUE
The 10 Big Mistakes
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IT Service Catalogue Cover

IT Service Catalogue


The 10 Big Mistakes

What should a Service Catalogue Manager be careful of?

Mistake 1: IT service can be defined
Mistake 2: Everyone can understand an IT service catalogue
Mistake 3: IT service catalogue is customer oriented
Mistake 4: All the dependent elements must be defined in an IT service
Mistake 5: IT services are created for IT sales
Mistake 6: Only formula is needed to define a KPI
Mistake 7: An IT service description describes the IT service
Mistake 8: Each IT service has a fixed price
Mistake 9: The IT service catalogue includes all the IT services
Mistake 10: For every IT service there is a service name
IT Service Definition

Mistake 1: IT service can be defined

False: IT service can be defined. True: There are 25 definitions. Each definition of procedures leads to different IT services.
  1. Enterprise internal research (SLAs, Calculations, Order Forms, Processes)
    • SLAs
    • Calculations
    • Order Forms
    • Processes
  2. Interviews with IT-Personnel
    • Which services do we provide to our customers?
    • Who are our customers?
    • What are we doing for our customers?
    • Which products are in use?
  3. Structure and Summary
IT Servicekatalog Struktur
IT Service Understanding

Mistake 2: Everyone can understand an IT service catalogue

False: Everyone can understand an IT service catalogue or rather everyone must understand.

True: An IT service catalogue is always written for a target group. There are different kinds of groups in an enterprise. Some have little or others have completeltly zero IT background.

The IT service catalogue should be effective for most of the employees in an enterprise. For the rest of the people there should be a mediator, who helps to implement it.
IT Service Customer

Mistake 3: IT service catalogue is customer oriented

False: IT service catalogue is customer oriented. 

Right: There are service catalogues which are designed only for experts
  • For example: To build up big offices or enterprise with standard IT services.
  • For experts, IT service catalogue is like a basic building tool.
  • These building tools are used to deilver the services.
  • In addition to the customer oriented IT service catalogue, there is often an internal IT catalogue.
IT Service Dependence

Mistake 4: All the dependent elements must be defined in an IT service

False: All the dependent elements must be defined in an IT service.

Right: One should not build the second CMDB with the service catalogue

Service bundels are a meaningful alternative, which are not so restrictive. The additional options can be added to an IT service.  (For ex. VPN with a notebook)

The pre requisitie to model the dependencies is finding a suitable method
  • System requirements must be known
  • Requirements for implementation
  • For a particular service X, the other services Y and Z must be activated
  • Access authorization with rights(level) 1, 2 and 3 must be available
  • Registered users at the service desk for this service
IT Service Catalogue Sales

Mistake 5: IT services are created for IT sales

False: IT services are created for IT sales

Right: No IT service without target group
  • An IT service can be designed effectively only when the target group is known.
  • The entire design and description of the IT service is integrated with the target group.
  • This fact is often ignored, so the IT services are created as the creator understands himself and not as understood by the audience, for whom he does it.
  • Working without target groups is often the view of the IT sales.
IT Service Catalogue Formulars

Mistake 6: Only formula is needed to define a KPI

False: Only formula is needed to define a KPI. 

Right: A KPI has many factors that need to be considered in the definition. The formula is just a part of it.

IT Service Catalogue Description

Mistake 7: An IT service description describes the IT service

False: An IT service description describes the IT service

Right: While using firewall, one does not have to explain the functions of a firewall.
  • IT service is about "nature or charachter of IT service".
  • The purpose of this is the "intended use".
  • In this case, the IT service is used at "place of use" in order to achieve the "benefit".
Example: The firewall restricts the network access. The purpose of this is to monitor traffic passing through the firewall and prevent unauthorized network access. At the same time the resposible security officer allows the IT services to maintain the configuration of the current security policies.
IT Service Catalogue Price

Mistake 8: Each IT service has a fixed price

False: Each IT service has a fixed price.

Right: When an IT service is accessed in a particular catergory, the price changes.
  • The price depends on the requested quantities
  • The service can not be provided at all delivery locations in the global context on the same terms.
  • The complexity of the solution depends on the size and the local framework conditions, even if it is composed of standard components.
  • Recommendation: Coordination of prices of standard components. Implementing a project management service that compensates for price differences in complex services.
  • Formulation proposal: "This IT service is calculated on the basis of standard components. Changes require project management. The price for a modified IT service will be calculated and presented upon request."
IT Service Catalogue

Mistake 9: IT service catalogue includes all the IT services

False: IT service catalogue includes all the IT services. 

Right: The service catalogue defines a corridor in which the service provider mainly provides its services.
  • The service catalogue contains all services that describe the core business of the service provider.
  • It isn't a "vendor's tray" that lists everything a service provider COULD provide.
IT Servicekatalog Name

Mistake 10: For every IT service there is a service name

False: For every IT service there is a service name. 

Right: A service name isn't always constant.
  • A service name is created over time from a project name.
  • The service name gets different names in the
    • Monitoring tool
    • Controlling
    • In the minds of the people
Recommendation: In the service catalogue, it makes sense to set up a service name archive so that all customers can find the IT service under the saved name list. ´
IT Service Catalogue Scholderer

Questions ? Proposals ? Mistakes?

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We would be happy to receive your feedback on our content.

Just send us an e-mail:
robert@scholderer.de

Or call us directly at:
+49 7251 - 50 555 15

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IT Service Catalogue Book
Bestseller on amazon
Released in 2017 IT Service Catalogue Design services in IT professionally and implement successfully
(IT bestseller on amazon)
IT Service Catalogue Book
The IT service catalogue is the compilation of all IT services which are offered in an IT company. The IT service catalogue gives customers a detailed description of an IT service and allows them to book them.

The book IT service catalogue is the first book which is released in the market on this topic. One of the reasons being the complexity of this topic. The concepts in this book are based on 10 years of experience and the evaluation of more than 100 IT service catalogues that have proven themselves in IT operations. In addition, 8 years of experiences and questions by the participants have been answered. Our book provides service catalogue managers with a variety of templates for describing IT services, KPIs, and ITIL processes.