{"id":696,"date":"2016-10-10T10:39:37","date_gmt":"2016-10-10T14:39:37","guid":{"rendered":"http:\/\/sites.miamioh.edu\/itservices\/?p=696"},"modified":"2016-10-10T10:39:37","modified_gmt":"2016-10-10T14:39:37","slug":"the-state-of-the-service-catalog-service-structure-defined-part-2-post-4-of-5","status":"publish","type":"post","link":"https:\/\/sites.miamioh.edu\/itservices\/?p=696","title":{"rendered":"The State of the Service Catalog-Service Structure Defined-Part 2 (Post 4 of 5)"},"content":{"rendered":"

A 5 post series about the Service Catalog presented to you by Dana P. Miller, Service Catalog Process Owner<\/em><\/b><\/p>\n

In our previous\u00a0post we looked at how service overviews and service requests are presented in the Service Catalog. \u00a0In this post we want to look at the different categories of services and how each provides value to the university.<\/p>\n

There are 3 categories of IT services:<\/strong><\/p>\n

1) \u00a0Customer-Facing IT Services <\/b>(Directly support the operations of the university of one or more customers with service level targets defined in a service level agreement). \u00a0<\/span><\/i><\/i><\/i>Example: Wireless Internet Overview<\/i><\/b><\/a><\/p>\n

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.<\/span><\/p>\n

\"Menu\"<\/a> <\/span>
\n<\/span>There are many suppliers, teams, ingredients and processes involved in making a great dish such as Beef Bourguignon.
\n<\/span>
\n<\/span>\"BB\"<\/a><\/span><\/p>\n


\n<\/a><\/span>2) Supporting IT Services <\/b>(Not directly used by Miami faculty, staff, or students but are required to deliver customer-facing services. \u00a0<\/span><\/i><\/i>Example: <\/span>Identity and Access Management Overview<\/i><\/b><\/a><\/p>\n

There are many ingredients to produce the tasty Beef Bourguignon. \u00a0We can think of Supporting IT Services as the ingredients such as beef, carrots, pearl onions and of course, Burgundy wine.<\/span><\/p>\n

\"b\"<\/a> \"C\"<\/a> \"O\"<\/a> \"W\"<\/a><\/p>\n

 <\/p>\n

3) \u00a0IT Enabled Business Services <\/b>(provided by campus partners that are enabled by underlying Customer-Facing and Supporting IT Services). \u00a0<\/span><\/i>Example: <\/span>Time and Attendance Overview<\/i><\/b><\/a><\/p>\n

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. \u00a0<\/span><\/p>\n

\"FT\"<\/a><\/p>\n

\"CM\"<\/a><\/p>\n

 <\/p>\n

Currently we have 48 Service Overviews and 160 Service Requests. \u00a0<\/span>
\n<\/span>The Service Overview counts are:<\/span><\/p>\n