Workshop: IT Service Portfolio/Catalog Design and Service Definition
Length: 4 hours
Format: Interactive presentation, hands-on modeling exercises
Delivery Method: Live interactive web conference
Materials: Service Catalog Design Toolkit
Price: $749
Valuable materials included! For just $749, this workshop includes:

• The Service Catalog Design Best Practices Toolkit
• 4 hours of hands-on interactive instruction from an ITSM expert
• NEW! Now get an optional 30-minute one-on-one consultation with your workshop instructor

In today's economic climate, running a streamlined, efficient IT shop that is properly aligned with the business is more important than ever, and constructing a robust Service Portfolio/Catalog is the way to achieve this goal. Whether you are new to the concepts of a service portfolio and ITIL-aligned ITSM framework, or you are looking to redesign an existing service portfolio and revitalize your organization's ITSM effort, this workshop is right for you.

What You Will Learn

This workshop is an information-packed 4-hour interactive online session designed to answer all your service portfolio design questions. It will give you all the tools and knowledge necessary to build a robust, ITIL-compliant, business-process-aligned service portfolio from scratch, or improve on your organization's existing service portfolio. You will learn how to identify services for inclusion in your portfolio; how to define a service and its SLAs, options, and other details; and how to create a hierarchical service portfolio taxonomy. The presentation will be informed by our templates and examples at every step, and supplemented by best-practice advice from years of experience. See the workshop outline below for more details.

Who Should Come

This workshop will be useful to any organization interested in implementing ITIL v3 strategies, and looking to streamline IT operations by implementing a new Service Portfolio or Catalog, or redesigning an existing Service Portfolio. Within such organizations, this workshop may be of particular interest to:

• IT Executives and Senior IT Managers
• IT Service Managers, Service Level Managers, and Service Relationship Managers
• ITSM Process/Function Owners
• Other personnel with key roles in IT service management

Workshop Outline

Below is a rough outline of this workshop -- the instructor may choose not follow this outline precisely, but will cover all of these topics. We also usually include two 5-10 minute breaks at various points during the workshop.

1. Introduction
   Interactive overview of the participants' specific business situations; overview of the workshop agenda and goals.
2. Why Service Portfolio?
   Why are we doing this, anyway? We will go over why so many IT organizations are adopting, or have adopted, a service portfolio- or catalog-based approach to IT service management.
3. Getting Started with the Service Portfolio
   What do you need to get started with service portfolio design and service design? What's the difference between a service portfolio and a service catalog? We will answer all your preliminary service portfolio questions, and introduce Lontra's service portfolio design methodology.
4. Identifying Services - Supporting v Customer-Facing
   The first step in creating a service portfolio is to identify your services. We will go over how to do this, how to determine which services should be visible to your customers and which should be internal, what is a good number of services to have in your portfolio, and so on. Any questions you might have about identifying services will be answered here.
5. Defining a Service (with examples)
   What goes into defining a service? Quite a bit, it turns out! A good definition includes many components (options, configurations, contacts, SLAs, etc.) beyond a simple service description! We will go over the contents of a robust service definition using our best-practices based templates and examples.
6. Constructing a Hierarchical Portfolio
   Once you have your list of services, you are ready to construct the service portfolio. We will go over our methods for designing a portfolio, and show a typical example of a best-practices based hierarchical service portfolio taxonomy.
7. What Now? Benefits and Next Steps
   So now you have a Service Portfolio. What do you do with it? We will go over the many benefits of the Service Portfolio, and how it can be used to consolidate and streamline IT operations, improve customer service, and save money! We will also go over what you can do to build on the success of your Service Portfolio.
8. Question/Answer Session
   We will go over some common service design questions that we have heard over the years, and then open the floor to your questions. Of course, this is an interactive workshop, so we welcome your questions at any time, but we do like to leave a few minutes at the end for Q&A.

If you have any questions about this workshop, please email us at workshop@lontra.com