Enable an organization to better plan, deliver and support services while accurately costing and pricing services.
The Service Catalogue enables good governance in that the key terms, conditions, and controls defined in the Service Catalogue are integrated into the service delivery processes of the organisation.
It looks at common activities such as ordering of PC/desktop, telecommunication, collaboration, and support services, which can produce measurable results and assures consistent service pricing and quality.
Service Catalogue also looks at ways to help reduce cycle time; implementing workflow can reduce the time it takes to fulfil services, saving numerous hours per request. Organizations can thus reallocate precious staff time to more strategic initiatives.
- Demonstrate value to the business by establishing service level expectations, regulating service deliverables and improving communication across IT.
- Reduce access points into IT and consolidate IT services.
- Standardize IT services and help IT organizations reduce or eliminate ad hoc requests by automating request management.
- Reallocate resources to critical business systems to better manage the IT portfolio and optimize workflow.
- Communicate a documented portfolio of services to the organization.
- Individuals who require a detailed understanding of how to create a service catalogue and how it may be implemented to enhance the quality of IT service provision within an organization.
- IT professionals working within service management or service catalogue or about to start a project to create or re-design a service catalogue.
- How to define and differentiate between the concepts and principles of the service catalogue.
- How to define a service offering which is to be published in a service catalogue.
- How to describe and explain the usage, benefits and relationships of the different views of the service catalogue.
- How to describe the technology encounters to create, manage, use and maintain the service catalogue.
- How to discuss and explain a project plan approach for the creation of a service catalogue.
- The major challenges, critical success factors and risks associated with the service catalogue.
- The key components in the creation of a business case as it relates to a service catalogue.
- The major relationships and touch points with key processes.
- Multiple choice
- 40 questions per paper
- 26 marks required to pass (out of 40 available) - 65%
- 75 minutes duration
- Closed book