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Chapter 5 ■ Service Design be considered before going ahead with the upgrade. The examples and the level of detail I am providing is just the very tip of the iceberg. The iceberg goes very deep, and the journey is exciting. To arouse your interest in the drilling down and mapping services, the technical services are further mapped into individual technical <strong>com</strong>ponents, and it drills down to the basic infrastructure that makes up the service, such as servers, switches, load balancers, etc. There is another view of a service catalog that does not go deep downstream but rather segregates on the types of customers. An example is shown in Figure 5-9. The service catalog Wholesale service catalog view Wholesale customer 1 Wholesale customer 2 Retail customer 1 Retail service catalog view Retail customer 2 Service A Service B Service C Service D Service E Service 1 Service 2 Service 3 Service 4 Service 5 Service 6 Supporting service catalog view Links to related information Service assets/configuration records Key = Customer-facing services = Supporting services Figure 5-9. Three-view service catalog You might be aware of the terms B2B and B2C: business to business and business to customer. A B2B or a wholesale customer, as in the example, is one in which the customer is not an individual but rather an organization. For example, if a customer organization procures services from an Internet service provider, this customer will see the wholesale service catalog, which will be at a higher scale, lists prices for hundreds and thousands of users, and is managed with a dedicated business relationship and service-level managers. On the other hand, the B2C transaction, such as an individual purchasing cable TV, mobile service, and Internet service, is viewed as a retail customer, and that person is shown the retail service catalog, the catalog that is generally put on web sites and in flyers, and is more often than not made public. All the terms of the service are listed next to the service, and you buy it directly from the service provider. You may or may not 85
Chapter 5 ■ Service Design have a relationship manager. Mostly, you may never talk to a soul in the service provider organization, unless you have issues. In some cases, issues are sorted out by bots today. 5.7.2.3 Objectives of Service Catalog Management From the service catalog management, these are the expected objectives: 1. Manage the service catalog end to end, including technical and customer service catalogs 2. Keep the catalog accurate at any given point in time, including the operational services and, if necessary, the soon-to-beoperationalized services as well 3. Ensure the right parties with access are able to view the catalog, for example, a business customer must be able to view the wholesale catalog while an individual must be able to view the retail catalog 4. Support other processes by providing the information it requires 5. Support in defining services and service definitions 6. Maintain dependencies with the service portfolio and other service catalogs in the organization 7. Maintain dependencies with the service <strong>com</strong>ponents (configuration items; this will be discussed in Chapter 6) 5.7.3 Information Security Management Passwords are like underwear: you don’t let people see it, you should change it very often, and you shouldn’t share it with strangers. —Chris Pirillo The only truly secure system is one that is powered off, cast in a block of concrete and sealed in a lead-lined room with armed guards. —Gene Spafford Information security management is a process that deals with the security of data, especially the customer data. Remember from Chapter 1 when I discussed value derived from services using logical gates, one of the aspects that provided warranty of a service was information security. If warranty fails, then the utility part of a service ceases to make sense, hence failing the entire service objective. In effect, this is one of the most important processes within the ITIL service lifecycle. This is a governance process that ensures that risks rising from information security perspective are identified and dealt with appropriately. It manages all aspects of IT security, be it application data, sensitive business information, or the data center security. 86
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Become ITIL Foundation Certified in
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Contents at a Glance About the Auth
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■ Contents 1.8 Internal and Exter
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■ Contents ■Chapter ■ 4: Serv
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■ Contents 6.4 Service Transition
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■ Contents ■Chapter ■ 9: ITIL
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About the Technical Reviewer Sumit
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Preface When my first book, Communi
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CHAPTER 1 Service Management as a P
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Chapter 1 ■ Service Management as
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Index A Access management and info
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■ INDEX definition, 108 objective
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■ INDEX J JAVA team, 190 K Key
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■ INDEX Service catalog managemen
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■ INDEX OR gate, 19 parts, 20 per
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