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Service Catalogue

 Service catalogue is a list of all services provided by the service provider to its customers.

 Benefits :

  • Business IT Alignment

  • Central Location For Service Information

  • Provide Basic Service Information in Non Technical Terms (Plain English)

  • Increase Visibility Of Services

  • Provide Better Customer Service

       Views :

      • Business Service Catalogue

        • Details of core services in plain english delivered to the customers.

        • Customer view of services

      • Technical Service Catalogue

        • Details of supporting services like IT infrastructure supporting the services in the business service catalogue.

        • View not available for customers. (Mostly for Internal IT view)

        Fields :

            Typical data fields found in service catalogue are :

      • Service Details (name, description and other basic details)

      • Support Details (service support details like support terms, conditions, availability of service and others).

      • Contact Details (Person/Team accountable for the service, their contact details)

      • Ordering Details (Details on how to order the service)

      • Pricing Details (Different pricing details of the service based on the utility and warranty )

          Note:  Please note not all fields/elements documented above may apply for you. The service catalogue should be created based on your organization need (for example pricing may not be applicable if you are a cost center and provide services to other departments in the same organization) or you may add more fields like  availability (see example below).

        Example:

             Scenario:  Company ABC supports small business without IT staff by providing them IT support (create network, internet connectivity, small suite of applications) 

                                                                                         

      Service: Total Setup and Support  
       Description Setup your small business up to 10 PC's. Provide internet connectivity (including wireless access). Assist, guide, obtain and load the needed applications.
       Support Different support packages available. (24/7/365  support package, business hrs support package, Support as required - hourly rate package )
       Contact Contact Simon Fileding (Off Phone: 111-111-1111, Email: XXX@abc.com) for more details.
       Ordering To order the service, please fill the contact form in the website and ABC sales and new accounts setup personnel will contact you within 4 business hours .
       Availability Service is available only in the states of Michigan and Ohio.
       Pricing

      Onetime setup cost: $12000.00 (up to 10 PC's). Additional cost of $1000/PC. (PC's to be supplied by ABC company). 

      Support packages Cost:

                   24/7 package: $7000/year.

                   Business Hrs Package: $4000/year

                   Hourly Package: $250/hour - Minimum 3 hours charge

      Note: We provided only one service as an example in the above scenario. You should add all provided services in the service catalogue. You can also create multiple service catalogues based on the categories if needed.

       

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