A 5 post series about the Service Catalog presented to you by Dana P. Miller, Service Catalog Process Owner
In our previous post we looked at how service overviews and service requests are presented in the Service Catalog. In this post we want to look at the different categories of services and how each provides value to the university.
There are 3 categories of IT services:
1) Customer-Facing IT Services (Directly support the operations of the university of one or more customers with service level targets defined in a service level agreement). Example: Wireless Internet Overview
Another way we can think of the Service Catalog is as a menu and the Customer-Facing IT Services are the entrees such as Beef Bourguignon.
There are many suppliers, teams, ingredients and processes involved in making a great dish such as Beef Bourguignon.
2) Supporting IT Services (Not directly used by Miami faculty, staff, or students but are required to deliver customer-facing services. Example: Identity and Access Management Overview
There are many ingredients to produce the tasty Beef Bourguignon. We can think of Supporting IT Services as the ingredients such as beef, carrots, pearl onions and of course, Burgundy wine.
3) IT Enabled Business Services (provided by campus partners that are enabled by underlying Customer-Facing and Supporting IT Services). Example: Time and Attendance Overview
While our restaurant creates excellent Beef Bourguignon we can think of IT Enabled Business Services as similar to a food truck service that utilizes all our great ingredients and cooking but they have expertise in serving Beef Bourguignon in remote locations.
Currently we have 48 Service Overviews and 160 Service Requests.
The Service Overview counts are:
- Customer-Facing IT Services=37
- Supporting IT Services=5
- IT Enabled Business Services=6
Many IT Staff have asked me about providing ticket logging examples and I put together this spreadsheet:
Service Overview Ticket Logging Examples
This series about the Service Catalog is designed to help you understand how your daily work contributes to the success of IT Services and Miami University.
If you have any questions or ideas for improving the Service Catalog contact me (mille704@miamioh.ed) or enter a Continual Improvement Committee for IT Services (CIRCUIT) suggestion.
Thanks.
Dana P. Miller-Service Catalog Process Owner
