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Service Catalog and the Back Office Connection

  • ID: 705492
  • Report
  • December 2008
  • Region: Global
  • 3 Pages
  • Enterprise Management Associates
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With the introduction of the IT Infrastructure Library version 3 (ITIL v3), awareness and adoption of the Service Catalog is rapidly increasing. As a cornerstone of the IT front office, it offers IT users access to the services they need while shielding them from the complex technologies and processes of the IT back office. While much of the value of the Service Catalog stems from hiding these complexities, a well implemented Service Catalog can also help reduce or eliminate them. In fact, to get the most out of a Service Catalog implementation, leading IT organizations leverage the back office connection to automate once manual processes and even make intelligent decisions during the fulfillment of requests.

The Service Catalog has many roles to play. The ITIL v3 Service Catalog Management process builds direct relationships to processes in every stage of ITIL v3 Service Lifecycle – from Service Strategy and Design to Service Transition and Operation to Continual Service Improvement. For instance, it can link together the Financial Management and Demand Management processes to gain a better understanding of which departments are consuming what services and what cost. It can also integrate Service Level Management (SLM) to ensure committed service levels from the Service Catalog are monitored and maintained. But it is the ITIL v3 Service Operation’s Request Fulfillment process that most directly interfaces with the Service Catalog Management process to connect the Service Catalog with the back office.
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