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IT Services

Join us for a deep dive into the often-overlooked intricacies of service management within IT. This session will explore fundamental questions surrounding service catalogs, services, service managers, and the overall concept of service management. We'll discuss how service catalogs serve as crucial marketing tools that clarify the offerings between organizations and their communities. We aim to address the balance between community needs and organizational capabilities, emphasizing the importance of effective service delivery, support, and consumption.

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IT Services

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Presentation Transcript

  1. IT Services All IT Staff Conference 3-12-14

  2. Introduction • Why would anybody talk about such a simple concept? • Why would anybody listen? • Because it might not be as simple as we think!

  3. Key Questions • What is a service catalog? • What is a service? • What is a service manager? • What is service management?

  4. Service Catalog A marketing tool that: • Accurately and simply describes a service. • Effectively represents the relationship between the organization and its community. • Provides clarity and understanding.

  5. Service A capability, feature or benefit that: • Balances competing considerations: • the needs and interests of the community • the abilities and resources of the organization • Is delivered: • B2B / B2C / C2C

  6. Service Manager Responsive individual and point of contact: • Authority to implement and evolve • Accountable for value and success

  7. Service Management Activities and efforts to ensure effective and efficient transactions between three elements: • Delivery • Support • Consumption

  8. Service Portfolio

  9. Service Portfolio

  10. Service Portfolio

  11. Questions Special thanks to: Mindy Carpenter Chris Cerrigione Kristy Hughes Michael Mundrane Tim Williams And Everyone in UITS who contributed!

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