Service Architecture

Does your business know the value of IT? For an organization looking to align IT with the rest of the business, it is crucial to provide customers with a comprehensive, up-to-date, and easy-to-use Service Catalog. More than just a list of items to order, ultimately a Service Catalog will reduce support needs, increase adoption of IT services, and improve customer satisfaction.

The Challenge

Traditionally, the IT department has been divided into functional groups with an internal focus, and the orderable items of interest have been the components that make up the infrastructure. In order for IT to turn outward and align with the business, the Service Catalog must contain services that a customer can easily identify based on their role. IT must gain an understanding of what the business recognizes as the services that IT provides, not what IT thinks they provide to the business.

Solution Overview

Cask works with your organization to identify the core services that comprise the Service Portfolio. The next step is to identify all of the people, software, hardware, and vendors that support those services, along with the SLAs and OLAs that drive performance. Only after a Service Portfolio is in place can the Service Catalog be built with a clear picture of the people, process, and technology needed to fulfill catalog requests, meet SLAs, report on key metrics, and maintain the catalog as the needs of the business evolve over time. Our Service Catalog offering includes:

  • Service Definition and Attribute Determination
  • Service Mapping – Functional Teams, Software, Hardware, and Vendors
  • SLA and OLA Development
  • Knowledge Management
  • Service Strategy for Managing the Service Portfolio
  • Business Case and Risk Analysis
  • Determination of Orderable Services
  • Communication and Marketing of Services

 Why Cask

Our experienced practitioners work with customers to provide a concise understanding of how each organization, service, process, and tool should work together and be measured to ensure continued success. Our associates have led ITSM process transformation activities using ITSM best practices (i.e. ITIL®, COBIT®, CMMI-SVC) and standards (ISO/IEC20000) for customers across multiple industries. Our hands-on advisors have an average of 15+ years of experience and hold certifications including ITIL® Expert, ISO/IEC 20000, COBIT®, PMP®, Certified Lead TIPA Assessor and Lean Six Sigma Black Belt.

Contact Cask to discuss your SMO needs.