KU Technology Service Catalog

1
KU Technology Service Catalog

• Presented by Thelma Simons
• IT Program Service Management Office

2
What is a Service Catalog?

• A Service Catalog provides a clear description of
  all services offered and includes details about
  each service, e.g. who is able to use the
  service, who to contact for support, services
  hours and location, etc.

3
Think L.L. Bean
4
Amazon
5
Or Sprint
6
A Little Role Playing

• You are a department chair and you want
• An account for a departmental web site
• Assistance creating the web site
• Authentication for certain areas of the web site
  using the KU Online ID

7
Where do you go?
8
Where do you go?
9
Where do you go?
10
Where do you go?
11
Or, do you

• Call anyone you know at the Computer Center and
  see if they can tell you who can answer your
  question.

12
How about a better alternative?

• A Service Catalog can
• Provide one location for campus users to find
  information about all IT services provided.
• Help communicate ITs capabilities to the
  university.

13
Service listing

• Name of service
• Short description
• Who to contact

14
Service details

• Service details contains items such as
• Description (what service is this?)
• Main users (who use this service?)
• Functionality (what does this service provide?)
• Availability (when is this service available?)
• User support (when and from who is support
  available?)
• Any associated costs

15
Take a look
www.ku.edu/technology
16
Service Level Management

• A Service Catalog is part of a larger process
  called Service Level Management
• Service Level Management (SLM) is an IT best
  practice process that includes an ongoing review
  of services.
• SLM includes measuring, reporting, reviewing and
  improving services.

17
Value of Service Level Mgmt.

• SLM establishes - and keeps open - regular lines
  of communication between IT and users.
• SLM helps design services to meet the needs of
  campus users.

18
Questions?

• To see the current list of services go to
  www.ku.edu/technology
• Send suggestions or comments to Thelma Simons,
  tsimons_at_ku.edu