- Services are Configuration Items
- ITIL distinguishes between Technical Services and Business Services.
- Service Desk contains a Service Catalogue. In ITIL the Service Catalogue only contains Business Services, which are currently offered to a customer / end user.
- In ITIL a Portfolio Catalogue contains:
- CI´s, which are in the pipeline to be published as Business Services through the Service Catalogue
- The complete Business Service Catalogue (with all Business Service with Status “alive”, “active", etc)
- So it also includes Business Services, which are end of life, and therefore have now been taken out of the Service Catalogue
To reiterate, the ITIL concept is that your users will only be offered Services that you provide to request from the Service Catalalogue. Therefore you would offer for example a “Mail Service”. This "Mail Service" is defined as a CI within Service Desk Configuration Management as a CI Type of “Service”.
In Configuration Management you might want to create a structure where you link the Service CI “Mail Service” with further CIs like "UKMAILSERVER01", "MS Exchange" and so on, so that you can see which Services you offer will be impacted if a component CI goes down. "UKMAILSERVER01" and "MS Exchange" would be Technical CIs and not available to request through the Service Catalogue. Only the “Mail Service ” CI will be defined as part of the Service Catalogue and published to specific users.
Some notes about the different Service Catalogue tabs with reference to the above ITIL theory:
- If you are designing a Business Service, you might not want to have it as active, and therefore it shouldn´t be part of the Service Catalogue, even though the CI is defined as a Business Service CI. In this instance, you would define it as a Business Service but not have it as a part of the Service Catalogue contents yet.
- As long as the Business Service CI is active, you can define it as a part of the Service Catalogue Contents.
- As soon as the Business Service will be retired / end of life, you can remove it from the Service Catalogue but it still remains a Business Service.
- You can only create bundles (groups of CIs) from Business Services. If you want to link together Technical CIs and / or Business and Technical CIs you should do this via Configuration Management. An example of a bundle might be "New starter's machine" which includes the Services of "Mail Service", "Provision of Word Processing Package", "Provision of Spreadsheet package", etc..
About the Non-ITIL method:
- In Service Desk, it is not necessary to define every item that you want to offer in your Service Catalogue as a “Service” CI. For example, you might define “Lotus Notes” as a CI under a CI Type of "Software" and want to publish it to your users for them to request.
- You will need to define your “Lotus Notes” CI as a Business Service CI to be able to publish it. However you don´t have to use the conceptual way of ITIL by defining everything you offer in the Service Catalogue as a "Service" - all CIs Types are available. Using the non-ITIL method means that you don´t have to create and maintain "meta" or non "physical" CI´s like “Mail-Service” just for your end users to request and also have to maintain the physical or Technical CIs as well.