The Service Catalog, by Rick Leopoldi and Vicky Howells, softcover, 25 pages, 2004, $12.95 Sorry - Out of Print - Out of Stock

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Overview

This book explores an important, but often overlooked component of SLM: the Service Catalog. The Service Catalog documents IT services and establishes the basis for other key SLM components including Service Level Agrements (SLAs) and a charging system. This book also touches on the role of the Service Catalog in SLM, the content and structure of the Service Catalog, and provides guidance on its implementation and mainenance.

Table of Contents

1. Introduction
2. Service Level Management: The Basics
3. Service Catalog Benefits
4. Service Catalog Structure
5. The Use of the Service Catalog by the Service Desk
6. Conclusion
7. Appendix - Sample Service Catalog Outline

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Seminars

Title Index
Subject Index
Catalog Index

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