NDLI: Implementing the Service Catalogue Management

Content Provider	IEEE Xplore Digital Library
Author	Mendes, C. Mira da Silva, M.
Copyright Year	2010
Abstract	The Service Catalogue is a fundamental need of Information Technology (IT) organizations because it describes in a formal document the available services that these organizations have to provide. The catalogue contains the respective Service Level Agreements (SLA) that should be met, setting expectations between clients and providers of services. The Service Catalogue is integrated with other processes, including Service Level, Financial, Demand and Request Management – all these perfectly described in the ITIL books. However, about 30% of IT Service Management (ITSM) projects do not finish as a result of poorly defined IT services. This research proposes some solutions that try to mitigate the risks of a service catalogue implementation. The proposed solutions include a service definition, its components, the roles involved in its management, an identification process and a lifecycle process. The proposal was implemented in a private company, where we identified the services that composite the service catalogue.
Starting Page	159
Ending Page	164
File Size	510489
Page Count	6
File Format	PDF
ISBN	9781424485390
DOI	10.1109/QUATIC.2010.31
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2010-09-29
Publisher Place	Portugal
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Portable computers Service Level Agreements Companies Software Proposals Service and Service Request Lifecycle Processes Service Catalogue Service Definition
Content Type	Text
Resource Type	Article

Sl.	Authority	Responsibilities	Communication Details
1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
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