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So you know all about SLM but are there any tips and techniques about implementing in the "Real World?" |
| blaze18/06/2007 4:08:54 PM |
We recently went through an interesting experience in trying to create an "actionable" services catalogue in my organisation.
It's too early to say how well it's worked so har but providing service information that your clients can "drill-down" into to get more information (and in some instances order or get support) seems to be more useful than simply churning out what you provide.
Now I have the task of prioritising services - does anyone have any experience with this? I don't think prioritising from 1 to n is the right method. Perhaps grouping services is the way to go - i.e. Services A, B, and C are Priority 1, Services D,F,G are priority 2 etc.
It would be interesting to hear someone else's experience  |
| ChrisW4/07/2007 3:12:02 PM |
Prioritising services in a service catalogue is a good idea. Prioritisation can be facilitated by SLM but has to come from the business and implies that there is a good understanding as to what the core business processes/functions are of the business (speak to the business process owners/CIO/internal service providers).
It's also a good idea to have the (proposed) categories of services defined and agreed before publishing them in the service catalogue. Some categories to consider may include:
"Business Critical" ; "Business Essential" ; "Business Important" etc. Best to not have too many of these 'buckets' - 3 or 4 tend to enough and be clear as to what each category means. It's also a thought to capture this information in the Service Management tool to benefit the Service Desk/Incident Management....
Once services have been categorised other processes may also benefit from this like ITSCM and Incident Management. Configuration Management may also benefit from this during the early stages of implementation as it helps to focus where resources/effort should be applied.
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| peterp14/08/2007 5:54:44 AM |
A good place to start with this priority setting is your Business Continuity Plan. If this is already established you can provide some indicators to the Business of what they already believe are the highest priority services and it allows you to have a controlled discussion with them around the groupings. Consistency across the BCP and Service Catalog certainly will ist in managing priorities etc going forward.
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| Jilani22/10/2008 10:06:27 PM |
Hello All,
I am new to Service sector, I am supporting for
EMEA region so could you please suggest which
course is the First step to ITSM/ITIL.
Regards
Jilani,kak |
| nicole23/10/2008 9:59:35 AM |
Hi there - the V3 Foundation course is the first logical step for anyone new to IT Service Management. This course is 3-days in duration and after completing a one hour, multiple choice exam, gives you the Foundation Certificate in ITSM.
The Foundation Certificate is a pre-requisite for any further study.
If you are interested in topics such as Service Level Management, then I would recommend you consider first doing the Foundation course, then look at the Capabilities course of Service Offerings & Agreements. This is a 5-day course that offers a deeper level of detail and awards you credits towards achieving the ITIL Expert Certification.
If you'd like to discuss the range of courses offered in more detail, then ProActive's direct sales team can be contacted on 1300 880 855 or email info@proactiveservices.com.au.
I hope this helps!
Nicole |
