IT services include all activities within the enterprise that create value or contribute to value creation. They are directly related to a business requirement. Services have to be defined completely independent of the IT systems, but are usually supported by them.

To obtain an overview of the services that are available within a company, all IT services that are being offered should be documented in a service catalog. In doing so, it is important to enable the individual IT departments to maintain their services and summarize them in what is called a service portfolio.

When it comes to service catalog management, REALTECH not only focuses on the structured documentation of the services provided by an IT department. All services are directly referenced to their service level agreements. Here, theGuard! distinguished between manual services (e.g. incident resolution, setting up new hardware) and services that ensure the availability of applications.

The availability of applications can be defined in a service and then monitored directly by theGuard! Business Service Manager. The service level requirements for the service can be accessed through a link but are also stored to allow for their modification.

Manual services are also referenced to their service level agreements. Ticket response times, resolution times, etc. can be directly maintained.

This makes it possible to capture and consistently present services and their service levels in reports.

• introduce a service-driven culture into the IT organization
• protect your investments with reliable service information
• boost customer satisfaction
• obtain all information on restrictions or side conditions that apply to a service, across the entire organization
• provide links to existing service level requirements
• ensure consistent reporting on the service level
  

Have questions about Service Catalog Management?   Contact REALTECH Or call us: +49(6227)837 0 +65(6570)0692 +1(610)356 4401

Brochure theGuard! ServiceDesk (pdf, 610 kB)