Demand for IT services is outpacing the growth of IT budgets. The business constantly requests new services, requires higher service levels, and expects more consistent service delivery. With supply constrained, the only solution is to manage this demand more effectively. The new version of ITIL prescribes essential changes to help IT and the business tackle this difficult task.
ITIL Version 3
and the IT Service Catalog
An Enterprise Management Associates White Paper August 2007Table of Contents
Abstract..................................................................................................................................................................................................1
Introduction..........................................................................................................................................................................................1
IT Services as an Investment Portfolio............................................................................................................................................1Managing Demand ........................................................................................................................................................................2Achieving IT Financial Transparency.........................................................................................................................................2
Service Catalog Management.............................................................................................................................................................3Designing the Service Catalog......................................................................................................................................................3
Request Fulfillment .............................................................................................................................................................................3Automating Service Requests.......................................................................................................................................................4
Getting Started with ITIL V3............................................................................................................................................................4Implementing Service Catalog Tools..........................................................................................................................................5
Summary................................................................................................................................................................................................5
ITIL Version 3 and the IT Service Catalog
Abstract four major changes that will dramatically affect IT and Demand for IT services is outpacing the growth of IT its relationship with the business. These dramatic chang-budgets. The business constantly requests new services, es represent some of the most valuable improvements requires higher service levels, and expects more consis- from the latest ITIL refresh:tent service delivery. With supply constrained, the only 1. Creation of a new overarching management solution is to manage this demand more effectively. The framework called the Service Portfolio, with a new version of ITIL prescribes essential changes to help corresponding Service Portfolio Management IT and the business tackle this difficult task. With ITIL process. The Service Portfolio is the "spine" Version 3, the Service Catalog has matured to become that connects all of the phases of the service one of, if not the most important undertakings within lifecycle, and represents a superset of the ser-IT. ITIL V3 removes the Service Catalog from Service vices published in the Service Catalog.Level Management and creates a new Service Catalog Management process, promotes service requests from 2. Promotion of the Service Catalog to a higher incidents to a new Request Fulfillment process, and cre- level of importance by creating a new Service ates an overarching new process for Service Portfolio Catalog Management process. The Service Management. These new processes - in the context of Catalog is now recognized as one of the most the new service lifecycle approach in ITIL V3 - will important predicates to achieving IT service make it easier for IT to provide the right services to meet quality, business and IT alignment, and control-the demands of the business. ling IT costs.3. The addition of a new process designed to Introduction optimize handling of requests by users - the IT is fast becoming a commodity. IT must support more... [download for more]
