how to treat hosted applications in the ITIL service catalogue
Here's one that a colleague wrestled with recently at a client site: how to treat hosted applications in the service catalogue.read more
View ArticleSample ITIL Service Catalogue documents
FWIW, here are some sample ITIL service catalogue documents. They may not be flash but they are better than what you get in the ITIL V3 Service Design book. I have used these a couple of times with...
View ArticleDo we overcook services? ITIL out of line
It seems to me that the technoid's obsession with over-analysing and chasing perfection - what I call ETF: Excessive Technical Fastidiousness - is often applied to the definition of services. read more
View ArticleITIL V3 Business Service Catalogue and Technical Service Catalogue are...
It seems Technical Service Catalogue is often misunderstood to mean a catalogue of different services from those in the Business Service Catalogue. It's not. It is a different view of the same...
View ArticleShock horror: the IT Skeptic endorses a technology - service catalogue
[Updated with a Health Warning] Recently I wrote"It seems Technical Service Catalogue is often misunderstood to mean a catalogue of different services from those in the Business Service Catalogue. It's...
View ArticleITIL services are customer-facing, whatever catalogue they appear in
Oh dear it's an outbreak. I'm once again debating on a forum whether the services in the Technical Service Catalogue are different services from those in the Business Service Catalogue. And it shows up...
View ArticleEnsuring the service catalogue gets used
The question was asked on a LinkedIn forum: after the initial launch and training for a service catalogue, how to ensure it gets used? My view:read more
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The service catalogue according to the IT Skeptic
Those of you who have the misfortune to NOT live in this part of the planet probably won't be at the Aussie itSMF conference to meet me, so how about coming to debate service catalogues with me on next...
View ArticleThere is only one service catalogue
Technical vs Business service catalogue: we had a go at this argument previously but I am discussing it again over on LinkedIn and I have - I hope - a clearer way of stating the position. The popular...
View ArticleThe heart of ITIL is the service catalogue
Oh dear. “The heart of ITIL is the CMDB”? No it isn’t. Not unless you are looking at ITIL from underneath. Yet another example of inside-out thinking instead of outside-in. Do customers care about the...
View ArticleCatalogue yourselves as an Information Service Provider
If your service catalogue says you provide application "hosting", your IT department is committing organisational suicide. You need to be an Information Service Provider.read more
View Articlesample Business Service Catalogues are generally hideous
Why are so many sample Business Service Catalogues so hideously boring? - dull and analytical. They should be written by marketing people: they should be brochures. Bright and colourful, creating a...
View ArticleITIL 2011 persists with the dangerous concept of supporting services
Not only has ITIL V3.1 2011 not fixed the problems with business-vs-technical services, they have gone the wrong way and reinforced the problem. I will fight to the death to say there is no such thing...
View ArticleService Catalogue in a nutshell
A reader asked for advice on Service Catalogue. Here's my "Service Catalogue in a nutshell":read more
View ArticleA menu is not a service catalogue
A menu is not a service catalogue. Please can we desist with this awful analogy. It makes people think automated service requests is an "actionable service catalogue". It's not. It's an actionable...
View ArticleService catalogue and service request catalogue
Both service catalogue and service request catalogue matter - the order in which you address them and the relative priority you give them depends on the circumstances. Don't fall for the hype around...
View ArticleBook review: Defining IT Success Through The Service Catalog, and some other...
I like Defining IT Success Through The Service Catalog. I use it.read more
View Article#SMFlashbook My top tip for building a service catalogue
This post is part of a worldwide flashbook or flashblog, where many contributors simultaneously publish on the topic of "My top tip for building a service catalogue".Here is my contribution to it:Know...
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Join the IT Skeptic in a twitterchat and webinar on service catalogues
If you enjoyed the discussion recently on Service catalogue vs Request catalogue, here is the twitterchat that I ran on that topic. We ran a webinar on When You Do (and Don’t) Need a Service...
View ArticleService catalogue and request catalogue
It is hard to believe that confusion between service catalogue and request catalogue is still a thing but it is, as shown by a recent conversation on Facebook Back2ITSM.read more
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