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Monday 9th November 2009 |
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Stream |
Tips and Techniques |
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Time |
16:20 - 17:00 |
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Title |
Service Catalogue: What is it? What everyone should know |
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Presenter |
Karen Brusch
Service Level Manager, RWE IT UK
Dave White
Service Architect, Fujitsu Services Ltd
(Karen and Dave are both from itSMF UK SLM SIG) |
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About the Presentation |
There are many misconceptions and expectations surrounding the service catalogue. This presentation explains the definition and scope of Service Catalogues as developed by the itSMF Service Level Management SIG for the recent itSMF publication 'Service Level Management - A Practitioner's Guide', and additionally addresses a number of practicalities including: what pre-requisites are there to creating one? What are the major pitfalls? What should you be trying to achieve? The speakers are both co-authors of the above SLM SIG publication, and presented at the itSMF Service Catalogue Seminar earlier this year. |
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About the Speaker(s) |
Karen Brusch
Karen has 7 years experience in Service Level Management and is an ITIL expert. Currently she is the chair of the itSMF Service Level Management Special Interest Group. Having gone through the painful exercise of creating a Service Catalogue from thin air, Karen brings to this seminar a unique understanding of what is realistically and practically achievable.
Dave White
Dave is an ITIL v3 Expert certified consultant with 30 years experience of the IT industry, both within in-house and outsourcing supplier organisations. For the last 12 years he has undertaken roles within the IT Service Management arena, with particular emphasis on Service Level Management. |
