Service Catalogue
4 weeks ago
Notice Period : 45 days or less
Job Description :
Role Objectives :
The Service Catalogue and Request Management Specialist plays a crucial role in ensuring efficient and effective IT service delivery within an organization.
This role involves creating and maintaining the service catalogue, managing service requests, and collaborating with various IT and business units to enhance overall service delivery.
Key Responsibilities :
Service Catalogue :
- Develop and document detailed Standard Operating Procedures (SOPs) for the service catalogue process.
- Define and document IT services offered by the organization, including detailed descriptions, features, and functionalities.
- Work collaboratively with service owners, business units, and stakeholders to ensure accurate representation of each service in the catalogue.
- Categorize services based on predefined taxonomies and classifications, ensuring consistency and ease of navigation for end-users.
- Implement a structured approach to organizing services, facilitating efficient access, and understanding.
- Manage the entire lifecycle of each service, from inception and design through deployment, operation, and eventual retirement.
- Regularly review and update service details to reflect changes, improvements, or retirements.
- Publish and maintain the service catalogue in a format that is easily accessible to both IT and non-IT stakeholders.
- Ensure that each service aligns with the overall business objectives and strategy of the organization.
- Collaborate with business units to understand their needs and incorporate new services or modifications to existing ones as required.
- Map and document dependencies between different services to understand the impact of changes and to facilitate effective incident and problem management.
- Ensure that dependencies are accurately reflected in the service catalogue.
- Integrate the service catalogue with other IT Service Management (ITSM) processes such as Incident Management, Change Management, and Request Management.
- Ensure that information in the service catalogue is consistent with the broader ITIL framework.
- Communicate changes, updates, and new services to relevant stakeholders, including end-users, support teams, and management.
- Establish Key Performance Indicators (KPIs) to measure the effectiveness of the service catalogue.
- Collaborate with vendor and supplier management teams to ensure that external services and dependencies are accurately represented in the service catalogue.
- Maintain an up-to-date record of external services, contracts, and service-level agreements (SLAs).
Service Request :
- Develop and document detailed Standard Operating Procedures (SOPs) for the request management process.
- Clearly outline the step-by-step procedures for handling different types of service requests, ensuring consistency and adherence to ITIL guidelines.
- Ensure a clear distinction between unplanned incidents and standard service requests, directing each to the appropriate resolution process for swift and effective handling.
- Design and implement streamlined workflows tailored to different types of service requests, incorporating necessary approvals and escalations for a cohesive and efficient resolution process.
- Identify and implement strategic automation initiatives within the service request fulfilment process, minimizing manual efforts and expediting response times.
- Seamlessly integrate the service request management process with the organization's knowledge base, empowering support staff and end-users with readily accessible documentation and resolution procedures.
- Foster a culture of self-service by promoting and enhancing options for end-users to independently submit, track, and manage their service requests.
- Establish and manage Service Level Agreements (SLAs) that align with organizational objectives, monitoring and optimizing performance to consistently meet service level targets.
- Define and document efficient escalation procedures for high-priority or at-risk service requests, with clear communication channels for elevated issue resolution.
- Conduct thorough post-implementation reviews of completed service requests, identifying opportunities for continuous improvement and documenting lessons learned for future request handling.
Requirements :
- 10+ years of proven experience in service catalogue management and request fulfilment within an ITIL framework.
- Strong understanding of IT service management processes and best practices.
- Excellent analytical and problem-solving skills.
- Effective communication and collaboration skills.
- Ability to work independently and as part of a team.
- Certification in ITIL or related disciplines is a plus.
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