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Sheet 1: Table of contents
| Forrester Research, Inc. | |
| Technology Management: Service Catalog Workbook | |
| October 2014 | |
| by Eveline Oehrlich and Chris Gallacher | |
| OVERVIEW | |
| This service catalog includes a variety of generic service families and the definitions of the service activities associated with them. I&O professionals should use these sample families as a starting point for creating firm-specific, standardized portfolios of IT and business services. The service families are structured as follows: | |
| Application services | |
| Asset management services | |
| Business continuity services | |
| Collaboration services | |
| Consulting services | |
| End user computing services | |
| Enterprise architecture services | |
| Facility/workplace services | |
| Governance services | |
| Information management services | |
| Infrastructure hosting services | |
| Operational services | |
| Security services | |
| USING THIS WORKBOOK | |
| This workbook is intended as a guide and is not a definitive list of all the services that should exist in a service catalog. | |
| © 2014 Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change. Forrester®, Technographics®, Forrester Wave, RoleView, TechRadar, and Total Economic Impact are trademarks of Forrester Research, Inc. All other trademarks are the property of their respective companies. For additional information, go to www.forrester.com. | |
| Forrester Research, Inc. | ||
| Technology Management: Service Catalog Workbook | ||
| October 2014 | ||
| by Eveline Oehrlich and Chris Gallacher | ||
| Back to table of contents | ||
| SERVICE FAMILY OF APPLICATION SERVICES | ||
| Sample services | Service activity | Definition |
| Application development service | Defining and refining scope and objectives | Understanding the scope and objectives of applications with ongoing definitions and scoping |
| Application development service | Current environment analysis | The evaluation of the existing environment to determine requirements and dependencies for developing applications |
| Application development service | Developing application strategies, architectures, and road maps | The development of application strategies, their related architectures, and the road maps for keeping these applications current and up to date and in line with business needs |
| Application development service | Requirements definition | Understanding the requirements of an application project |
| Application development service | Application design | The activities involved in designing an application relative to the scope developed |
| Application development service | Application construction and integration | The activities associated with the construction and integration of applications into the existing application environment. |
| Application development service | Application testing | The testing of applications in readiness for release |
| Application development service | Acceptance testing | Coordination of the steps performed by application users to allow an application into production |
| Application development service | Configuration management | The activities associated with the documentation, management, modification, and controlling of access to system configuration |
| Application development service | Change management | The activities associated with the management of changes relative to an application and its components |
| Application development service | Training activities | Coordination of activities related to developing and delivering training to application users |
| Application development service | Knowledge transfer | Knowledge transfer of application details to other IT teams (service desk, DevOps) |
| Application development service | Documentation | The activities to list the relative scope of an application for development |
| Application hosting and delivery service | Application deployment | The activities associated with distributing software to hardware devices |
| Application hosting and delivery service | Application inventory management | The ongoing management of data around applications in use to support version control and license management Determining the release and versioning plan for an application |
| Application hosting and delivery service | Batch job scheduling | The coordination of batch jobs to support business activities |
| Application hosting and delivery service | Systems management | The ongoing activities to support maintenance of applications and associated infrastructure |
| Application hosting and delivery service | Application delivery | The activities associated with the provisioning and management of technologies used to provide applications to end users (e.g. Citrix) |
| Application hosting and delivery service | Middleware support | The provision of specialist technical support to application development teams |
| Application hosting and delivery service | Secure file transfer | The maintenance and support of technologies to allow the secure transfer of data between internal and external parties |
| Application support service | Defining application maintenance scope | The activities associated with planning steady state application maintenance activities |
| Application support service | Release and versioning | The definition of release nomenclature for deployed software and code to support compliance and support activities |
| Application support service | Preventive maintenance | The definition and execution of proactive activities required to maintain required uptime of applications |
| Application support service | Optimizing maintenance | The planning and coordination of maintenance activities |
| Application support service | Technical and end user support | The coordination and delivery of support activities for technical teams and end users |
| Application support service | Monitoring, reporting, and reviewing current delivery | The ongoing monitoring and preparation of reports on support activities |
| Application support service | Application portfolio management | The activities associated with managing groups of applications aligned by business area |
| Application support service | Performing small changes | The design and execution of small modifications to applications |
| Application support service | Corrective maintenance | The determination and implementation of corrective actions in response to incidents and problems |
| Application support service | Regular maintenance | The activities associated with performing scheduled maintenance to applications and infrastructure |
| Application support service | Documentation | The activities required to capture knowledge needed to provide application support |
| Application transition service | Release planning | The activities involved in resourcing and scheduling releases |
| Application transition service | Release testing | The activities involved in validating and testing releases ahead of deployment |
| Application transition service | End user testing | The coordination of testing by end users ahead of deployment of a release |
| Database service | Database configuration | The activities associated with configuring databases to support applications |
| Database service | Database maintenance | The activities associated with maintaining database platforms to meet required uptime of applications |
| Database service | Database administration | The activities associated with administrating databases to support dependent applications |
| Database service | Database performance management | The monitoring and optimization of performance of databases |
| Database service | Database support (break/fix) | The activities associated with toubleshooting, identifying, and correcting database faults to ensure a stable environment |
| Database service | Storage management | The activities associated with maintaining the storage for the database platform |
| Database service | Logical design | The development of database logical models and schemas |
| Database service | Database tuning | The activities associated with optimizing database performance and resource usage (e.g. storage) |
| Database service | Database migration | The activities associated with migrating databases to/from database platforms |
| Database service | Security management | Managing access and permissions to databases |
| © 2014 Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change. Forrester®, Technographics®, Forrester Wave, RoleView, TechRadar, and Total Economic Impact are trademarks of Forrester Research, Inc. All other trademarks are the property of their respective companies. For additional information, go to www.forrester.com. | ||
| Forrester Research, Inc. | ||
| Technology Management: Service Catalog Workbook | ||
| October 2014 | ||
| by Eveline Oehrlich and Chris Gallacher | ||
| Back to Table of Contents | ||
| SERVICE FAMILY OF ASSET MANAGEMENT SERVICES | ||
| Sample services | Service activities | Definition |
| Hardware management service | Inventory management | The discovery of all in-scope assets that populate asset management systems |
| Hardware management service | Asset tracking | The ongoing maintenance of asset records; updates based on IMAC activities |
| Hardware management service | Asset reporting | The ad hoc and periodic reporting of asset details |
| Hardware management service | Financial management | The ongoing recordkeeping of asset cost data |
| Hardware management service | Asset maintenance | The activities associated with maintaining maintenance, warranty, and lease data for in-scope assets |
| Software management service | Build maintenance | The activities associated with defining, creating, testing, and periodically updating of build images |
| Software management service | System imaging | The activities associated with loading software images, configuring user settings, and testing |
| Software management service | Software packaging | The activities associated with scripting and packaging software products, including testing and certification, in preparation for deployment |
| Software management service | Software distribution | The ownership and maintenance of electronic software distribution tool for distribution of standard applications |
| Software management service | Patch management | The activities associated with evaluation, testing, and deployment of software patches |
| Software management service | Anti-virus software updates | The oversight and management of the standard anti-virus application, including management and deployment of client updates from the software vendor |
| Software management service | License management | The life-cycle management of software licenses for custom and off-the-shelf software |
| © 2014 Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change. Forrester®, Technographics®, Forrester Wave, RoleView, TechRadar, and Total Economic Impact are trademarks of Forrester Research, Inc. All other trademarks are the property of their respective companies. For additional information, go to www.forrester.com. | ||
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