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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 components
(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.
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