Building Your Service Catalog

What drives service level agreements, operational level agreements, underpinning contracts, and support center processes? How can the support center communicate to customers that it is truly customer-focused and genuinely interested in putting the customer first?

A service catalog is critical to establishing what services the support center provides and who provides them. It helps establish and maintain customer expectations—and guides the support team. This course focuses on the concepts and principles of creating, implementing, and maintaining a service catalog. Walk away with the knowledge needed to build and publish a service catalog for the support organization.

Course Overview

Delivery Methods

Course Calendar

What You Will Learn

The interdependencies between support center processes and the service catalog
How to validate service demand
The elements of the service catalog
The importance of measuring service catalog performance
The metrics and key performance indicators used to measure service catalog performance
How the HDI Support Center Standard and HDI Support Center Maturity Model are used to evaluate service catalog effectiveness
How to implement the service catalog
How to use key performance indicator data to evaluate the service catalog performance
How to maintain the service catalog
How to report service catalog performance

Who Should Attend?

Anyone who wants to gain a thorough understanding of the service catalog and learn how to develop and publish service catalogs for their organizations

Course Outline

Unit 1: Introduction to the Service Catalog

Service Industry Catalogs
Introduction to the Service Catalog
Why Have a Service Catalog

Unit 2: The Support Center and the Service Catalog

Service Portfolio and the Service Catalog
The Service Catalog
Benefits and Critical Success Factors

Unit 3: Planning and Design

Linkage between Service Portfolio Management and Service Catalog Management
Roles, Responsibilities, and Relationships
Development Lifecycle Overview
Planning and Design Activities

Unit 4: Development

Development Lifecycle Overview
Development Activities

Unit 5: Release and Deployment

Release and Deployment Overview
Implementation
Marketing

Unit 6: Operations

Operations Overview
Measure and Evaluate
Reporting
Continuous Service Improvement and Maintenance

Virtual Classroom

Member Price: $545 | Price: $595

These scheduled courses provide students with live, instructor-led training delivered by HDI faculty. Using web conferencing software and an audio bridge, students interact with the instructor without ever leaving their desk.

Minimize the impact on your daily schedule by only training two hours a day for three days.
Learn only what you need to with targeted, topic-specific courses.
Ask questions and interact with the instructor.

Public Classroom

Member Price: $595 | Price: $645

Facilitated by a faculty member, this one-day, public course allows students to actively participate in exercises and discussions as well as network with peers from other companies.

Maintain adequate coverage in your support center by staggering training dates.
Focus on learning by being out of the office.
Structured discussions facilitate networking and learning from real-world experiences.
To learn more about public classroom training, contact an account manager or call 800.248.5667.

Read the FAQs.

Onsite

HDI can train your team at your facility, eliminating individual travel costs and putting more control in your hands.

Control class size and pick training dates that accommodate your business schedule.
Focus on your organization’s key issues and pain points.
Save money. With groups of eight or more, this option is often more cost effective.
To learn more about this program, contact an account manager or call 800.248.5667.

Virtual Classroom Schedule

Date	Location	Course	Register
9/21 - 9/23 2010	HDI, Virtual Classroom	Building Your Service Catalog (Virtual)	Register
11/16 - 11/18 2010	HDI, Virtual Classroom	Building Your Service Catalog (Virtual)	Register

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Don’t see a course time that suits your schedule? Contact your account manager or an HDI Partner to discuss your needs.

Certification Exam

Exam Weighting

Concept	HDI-SCA Weighting %
Leadership	10%
Policy and Strategy	10%
People Management	10%
Resouces	20%
Process and Procedures	50%