ICT SERVICE MANAGEMENT
Lecture 3 — Comprehensive Exam Summary
Chapter 14: Services Delivery Management
Service catalog · Service request handling · Services planning · Service variability
Overview
• Service catalog — central instrument
• Service request handling — BPMN process
• Services planning — capacity, cost-capacity, forecasting
• Service variability — UVL feature models (supporting materials, NOT in handbook)
EXAM TIP: Service variability is an addition by the lecturer — flagged as 'very likely exam material'.
Practise drawing a UVL feature model.
Part 1 — The Service Catalog
Central instrument. Like a restaurant menu: lists WHAT is offered, AT WHAT QUALITY, FOR WHOM, AT
WHAT PRICE.
9 per-service fields
Term Definition
1. Name (unique) Primary key — no ambiguity
2. Version Toledo Ultra vs classic
3. Categorization Topic + role tagging
4. Description (+ variants) Elaborate, business terms — what HW/SW/support is included
5. Offered service levels Possibly different per variant
6. Intended users (groups) Students vs teachers vs admins
7. Service unit + pricing Subscription or volume; variants share unit, differ in price
8. Prerequisites Auth, role, dependencies
9. Specific T&Cs Use limits, conditions
Lecture 3 — ICT Service Management — Page 1
, Slide: Toledo example with 9 catalog fields
Service catalog as a central instrument
• Communication to users — standard contract, SLA, T&Cs
• Financial management — budgeting basis
• HR management — staffing
• Services delivery management — KPIs, evolution, capacity planning
Lecture 3 — ICT Service Management — Page 2
Lecture 3 — Comprehensive Exam Summary
Chapter 14: Services Delivery Management
Service catalog · Service request handling · Services planning · Service variability
Overview
• Service catalog — central instrument
• Service request handling — BPMN process
• Services planning — capacity, cost-capacity, forecasting
• Service variability — UVL feature models (supporting materials, NOT in handbook)
EXAM TIP: Service variability is an addition by the lecturer — flagged as 'very likely exam material'.
Practise drawing a UVL feature model.
Part 1 — The Service Catalog
Central instrument. Like a restaurant menu: lists WHAT is offered, AT WHAT QUALITY, FOR WHOM, AT
WHAT PRICE.
9 per-service fields
Term Definition
1. Name (unique) Primary key — no ambiguity
2. Version Toledo Ultra vs classic
3. Categorization Topic + role tagging
4. Description (+ variants) Elaborate, business terms — what HW/SW/support is included
5. Offered service levels Possibly different per variant
6. Intended users (groups) Students vs teachers vs admins
7. Service unit + pricing Subscription or volume; variants share unit, differ in price
8. Prerequisites Auth, role, dependencies
9. Specific T&Cs Use limits, conditions
Lecture 3 — ICT Service Management — Page 1
, Slide: Toledo example with 9 catalog fields
Service catalog as a central instrument
• Communication to users — standard contract, SLA, T&Cs
• Financial management — budgeting basis
• HR management — staffing
• Services delivery management — KPIs, evolution, capacity planning
Lecture 3 — ICT Service Management — Page 2
