Service Management

• Service Management, also known as ITSM, is an essential part of the lives of service-oriented businesses and organizations. ITSM, traditionally used to deliver technology solutions effectively, has now evolved into service management, which provides business values. Service management can help organizations simplify processes within other teams that rely on technology, such as HR, administration, finance, legal, etc.

• Service Management is an essential module of Infraon that helps organizations follow ITIL or other compliance-related practices while delivering consistent care and attention.  A service-driven organization aims to support strategic business objectives with the support of ITIL.

• While ITIL V3 defined 26 processes across the service lifecycle, in ITIL 4, these 26 processes were replaced by 34 "practices." The noticeable change in ITIL 4 is its definition of service as a means to co-create value by facilitating customer-desired outcomes without undergoing related costs or risks. To achieve this, the ITIL Service Value System (SVS) has been introduced in ITIL 4 to replace the service lifecycle from ITIL v3. In addition to this, ITIL 4 has also introduced four dimensions replacing the 4 Ps of ITILv3:

  • Organizations and People

  • Information and Technology,

  • Partners and Suppliers 

  • Value Streams and Processes

• Organizations looking to implement ITIL must know that ITIL defines two types of catalogues for IT Services.  Why do we need two separate catalogues?

What is a catalogue, and why do we need separate catalogues?

A catalogue is a compilation of items for end-users to select from to simplify their daily requests. Articles from the catalogue can include:

• The organization's IT services include email creation, login credentials, laptop servicing, etc.

• Non-IT services include HR (Onboarding, letters, relieving), finance (Pay Slips, tax forms), and admin (Access cards, cupboard keys).

• Asset requests for active assets like keyboard, monitor, laptop, etc.

• Asset requests for fixed assets like chairs, boards, pedestals, etc.,

• Consumables like batteries, printer cartridges, stationeries, forms, etc.

Service management has two sides: service offering and service requesting. Services are offered using a service catalogue and requested using the business catalogue. Organizations can target a smooth workflow regarding assignments, approvals, and SLAs by having two separate catalogs and simultaneously enhance user experience.

Label	Service Catalogue	Business Catalogue
The audience	Meant for the IT or other respective teams to define categories, subcategories, and services to be listed in Business Catalogue.	Meant for end users. Lists out offered products and services as a catalogue, making it readily available for selection by users.
Service Perspectives	Contains infrastructure components used to fulfill all listed services like backup, storage, Assets, HR forms, maintenance tools, etc.	Contains user-facing services like Email fixes, IT servicing requests, services for provisioning, products like Mouse, Laptop, etc.
Information	Lists out Items and components in detail in addition to teams/individuals available to support these services.	Lists out products/services with descriptions, making it easy for users to select.
Value	Facilitates delivery of services in the business catalog in compliance with SLAs.	Facilitates timely access to services enabling user experience.

To simplify, the service catalogue is the backend of services offered through the business catalogue.

Configuring a service catalogue enables consolidation of services offered and improved productivity levels, thereby enhancing service experience. A Service Catalog is often integrated with a Configuration Management DataBase (CMDB), a database of assets or CIs (Configurable Items) owned by the business. Infraon's CMDB is referred to as Assets.

How to build an effective service catalogue?

An effective service catalogue must fulfill user requirements, ease technicians' load, and adhere to SLAs. It must also be defined to facilitate self-service.

Step 1: Understand user needs

Step 2: Define service offerings

Step 3: Keep the details crisp, clear, and user-friendly

Step 4: Align offerings with the right audience

Step 5: Setup the right service team

Step 6: Define owners, approvers, and permissions

Step 7: Refine offerings periodically

Add on: Keep an incident template handy.

Demo data for ITSM module services for new Org

Knowledge Base Modules! Explore added knowledge articles to understand the functionality and purpose of KB modules.