Sample SC Full

Information Technology (IT) Services
Business Service Catalogue

Contents
PURPOSE OF DOCUMENT 4
SERVICES SUMMARY 5
IT SERVICES AND SERVICE OFFERING TEMPLATES 8
1. IT SERVICES 16
1.1. COMMUNICATION SERVICES 18
1.1.1. CENTRAL TELEPHONY SERVICES Error! Bookmark not defined.
1.1.2. CONFERENCING Error! Bookmark not defined.
1.1.3. DESKTOP TELEPHONES Error! Bookmark not defined.
1.1.4. HOMEWORKING Error! Bookmark not defined.
1.1.5. MOBILE PHONE 19
1.2. BUSINESS SERVICES 22
1.2.1. EMAIL SERVICE 23
1.2.2. HR APPLICATION Error! Bookmark not defined.
1.2.3. SAP APPLICATION Error! Bookmark not defined.
1.2.4. FINANCE APPLICATION Error! Bookmark not defined.
1.2.5. OFFICE APPLICATIONS 26
1.2.6. BUSINESS PROCESSES Error! Bookmark not defined.
1.2.7. WEB SERVICES Error! Bookmark not defined.
1.3. PERSONAL COMPUTING SERVICES 29
1.3.1. DESKTOP PC 30
1.3.2. LAPTOP PC Error! Bookmark not defined.
1.3.3. COMPUTING ACCESSORIES 33
1.3.4. PDA SERVICES 34
1.3.5. PRINTER SERVICES 34
1.4. CENTRAL IT SERVICES 37
1.4.1. CENTRAL PRINTING 39
1.4.2. HOSTING SERVICE Error! Bookmark not defined.
1.4.3. REPORTING Error! Bookmark not defined.
1.4.4. SECURITY & ACCESS CONROL 42
1.4.5. SERVICE DESK & SUPPORT SERVICES Error! Bookmark not defined.
1.4.6. STORAGE SERVICES Error! Bookmark not defined.
1.5. PROFESSIONAL IT SERVICES 46

1.5.1. ACCOUNT MANAGEMENT Error! Bookmark not defined.
1.5.2. CONSULTANCY Error! Bookmark not defined.
1.5.3. DEVELOPMENT Error! Bookmark not defined.
1.5.4. PROJECT MANAGEMENT Error! Bookmark not defined.
1.5.5. TRAINING 47
NON IT SERVICES HIEARCHIES 51
PURPOSE OF DOCUMENT
This document contains a sample of the full Service Catalogue.

SERVICES SUMMARY
Three tiers of Service Catalogue.
User Request Portal Self Service portal for users to request Services
Business Service Catalogue Summary Service Information for Business Managers
Technical Service catalogue Full Service information for Technical Managers
Page 5
Page 6
IT Services Hierarchy
Page 7
IT SERVICES AND SERVICE OFFERING TEMPLATES
The Service Catalogue functionality provided in assyst is an intuitive and powerful feature which allows Customers to easily and quickly
construct a Service Catalogue that reflects their business requirements. Axios provides a set of template Services and Service Offerings to
help Customers quickly and easily implement their Service Catalogue.
The following table lists all of the template Services and Service Offerings that Axios provide as standard with assyst. These templates can
be used straight out of the box if required or used by Customers as the foundation of their own bespoke Service Catalogue structure.
Note: The full version of this document contains details on all of the Services and Service Offerings contained in the table below, in
this sample version only the entries highlighted contain actual detail.
Parent Service Service Service Offering
Communication This Service provides Central This service provides Provide Automatic Call Detection
Services Communication equipment Telephony telephony solutions for the
and Services that Users organisation. Change Automatic Call Detection
Services
require to allow them to
Retrieve Automatic Call Detection
Communicate internally
and externally as required Conferencing Conferencing Services Provide Telephone Conferencing
for business purposes. provides access to a range
of services that support Provide Video Conferencing
collaboration across
dispersed teams and with Provide WEB Conferencing
3rd parties
Desktop Provides users with the Provide Desktop Telephone

Telephone facility to easily make and
receive telephone calls to
any phone number in the Change Desktop Telephone
world via a desk phone.
Page 8
Available to users on Move Desktop Telephone

demand between 08:00 and
18:00 Monday to Friday
Support is available from the Retrieve Desktop Telephone
Service Desk.
Homeworking A service bundle that allows Provide Homeworking Capability

Users to access all necessary
business applications for
their home. This will permit
users to work from home as if
they were in the office.
Available to users on
18:00 Monday to Friday
Upgrade Homeworking Capability
Support is available from the
Service Desk.
Mobile Phone Provides users with the Provide Mobile Accessory

facility to easily make and Provide Mobile "Gold"
receive telephone calls to
any phone number in the Provide Mobile "Silver"
world via a desk phone. Provide Mobile "Bronze"
Available to users on Change Mobile "Gold"
18:00 Monday to Friday Change Mobile "Silver"
Support is available from the Change Mobile "Bronze"
Service Desk.
Retrieve Mobile "Gold"
Retrieve Mobile "Silver"
Retrieve Mobile "Bronze"
Page 9
Business Services This Service includes all of Email Email allows people to send Provide Email
the Software Applications and receive messages from
that Users may require to internal staff and external Request Distribution List
access to allow them to customers and suppliers.
Restore Mailbox
perform their normal role.
HR The HR Application allows Provide HR Application
Application staff to access and update
HR related information. Upgrade HR Application
Remove HR Application
SAP The SAP Application Provide SAP
Application provides Business users with
tools to help them identify Upgrade SAP
operational issues and
Remove SAP
realise business
opportunities.
Business This Service includes a set of Car Hire

Processes business wide processes
whose completion can only Expense Claim
be successful with the
Leaver
involvement of a number of
different departments. New Start
Recruitment
Travel Request
Finance The Financial Application Provide Finance Application
Application allows staff to access and
update Finance related Upgrade Finance Application
information.
Remove Finance Application
Office Office Applications provide Provide Standard MSOffice
Applications Users with access to
software that will help them Provide MS PowerPoint
perform their daily tasks such
Provide MS Access
Page 10
as writing documents, Provide MS Visio

creating presentations and
managing projects. Provide MS Project
Upgrade Office Application
Remove Office Application
Web Services WEB Services allow Users Provide Web Services
access to the Internet
Upgrade Web Services
Remove Web Services
Personal Computing This Service provides for the Computing Computing Accessories Provide Standard Monitor
Services installation, maintenance Accessories allow users to enhance the
and removal of Personal use of their Personal Provide Specialized Monitor
Computing Hardware and Computer by adding
Retire Monitor
accessories that users additional Hardware and
require to allow them to equipment Provide Accessory
perform their normal role
Move Accessory
Upgrade Accessory
Retire Accessory
Desktop PC A Desktop PC allows a User Provide Power Desktop PC
based in a fixed location to
access various software
Provide Standard Desktop PC
applications that will enable
them to perform their
defined role. It enables the Provide iMac
user to: create, store and
retrieve business related Upgrade Desktop PC
data; communicate
internally and externally with
Move Desktop PC
staff and customers;
Retire Desktop PC
Page 11
Laptop PC A Laptop PC allows a User Provide Laptop

based in a remote or mobile
location to access various
software applications that
will enable them to perform
their defined role. It enables
the user to: create, store Upgrade Laptop
and retrieve business related
data; communicate
internally and externally with
staff and customers;
Retire Laptop
Log Fault The Fault Logging Service
allows a User to report a
fault or issue with Hardware,
Software, Network Log Fault
Connectivity, Email and
Telephony Services by an
on-line Logging function.
PDA Service A PDA allows a User to Provide PDA

access various software
applications that will enable
them to access Emails and
Calendar entries whilst being Upgrade PDA
away from their normal work
location.
Retire PDA
Printer Access to a printer will allow Provide Access To Printer
a User to produce hardcopy
documentation of
electronic data that has Provide Printer
been created or stored on a
Personal Computer.
Replacement Toner Request Toner Cartridge
Cartridges will maintain the
quality and functionality of
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the Printing Service Upgrade Printer Access

Central IT Services Provides Services performed Central This service covers bulk Request Bulk Print
by the Central IT function. Printing printing, i.e. more than 100
This includes specialized pages, and specialised Request Specialised Print
and Bulk Printing, Security printing such as Colour
Request for Binding
Access and Data Back-Up printing and binding.
and Recovery.
Hosting Centrally managed hosting Request Hosting
Service solutions for the business.
This service provides
customers with a reliable,
monitored, secure and Request Server Access
managed solution.
Reporting To request access to, or run Provide Access to Reports

IT reports
Run Reports
Security & Provide secure access to Provide Access
Access systems and applications
and ensure all data is only Change Security Access
Control
accessible to the
Remove Security Access
appropriate people.
Service Desk Services that will provide Log Incident

& Support users with the ability to
Services contact IT and receive
assistance with IT related Request Change
questions and issues.
Storage Secure storage, back-up Provide Data Storage

Services and recovery.
Back Up Data
Recover Data From Storage
Professional IT Services Account Account Management Provide Account Management
Management provides a primary business
level interface with IT to: Remove Account Management
- share information on
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demand for services

- share the business strategy
and future service
requirements
- act as an escalation route
for chronic service delivery
issues.
Consultancy The consultancy service can Service Level Management

be exploited to ensure IT
resources and processes are IT Service Continuity Management
optimised to increase value
Capacity Management
to the business. Consultancy
options include: Information Security Management
- Service Level Management
- IT Service Continuity
Management
- Capacity Management
- Information Security
Management
Development Use of this service can Provide IT Development

create a custom application
to meet a business need, Develop New Report
automate an existing
process or increase
efficiency.
Project The Project Management Provide IT Project Management

Management service provides support for
IT projects.
Use of a Project Manager
will ensure a consistent
approach for managing
your projects based on
industry best practices
Page 14
Training IT provides a range of assyst Training

training options. Specific
needs can be discussed with
the service owner. MS Office Training
Provide Other Training
Page 15
Please Note: In the full version of this document all Services and Services Offerings are
fully populated. This document contains heading details for all Services and Service
offerings but does not contain all of the appropriate details. These can be found in the
full version of this document.
1. IT SERVICES
GENERAL INFORMATION
BUSINESS DESCRIPTION: This Service contains all of the Services IT provides to the
Business. Any request for IT Services will be found here.
SUMMARY: The Services contained here are grouped into the following
areas:
o Personal Computing Services: All hardware components

required by Users
o Business Services: All software components required by

Users
o Central IT Services: Any Services the User requires from

the data centre
o Communication Services: Phones, Conferencing and

WEB
o Professional Services: Training, Consultancy and
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Development services
OWNER: IT Director STAKEHOLDERS: IT Director

IT Manager
REVIEW REQUIRED BY: 31/12/2010
SERVICE LEVEL INFORMATION
BUSINESS DESCRIPTION: IT Service Hours vary depending on the individual Service but
generally IT Services are available from 09:00 until 17:00 Monday
through Friday.
SUMMARY: IT Services are unavailable on the following days:
o 25 December
o 26 December
o 1 January
IT guarantees that all Services will be available 99.5% of their

stated working hours
DETAILED DESCRIPTION: Preventative Maintenance is scheduled individually for different
Services and these times are detailed against each Service.
RESOLUTIONS Resolution times for Incidents are specified against each

individual Service but generally the resolution times for non-
critical Services are:
PRIORITY RESOLUTION TIME
CRTICAL 1 Hour
HIGH 4 Hours
MEDIUM 1 working day
LOW 3 working days
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1.1. COMMUNICATION SERVICES
GENERAL INFORMATION
BUSINESS DESCRIPTION: This Service provides communication equipment and services

to enable users to communicate both internally and
externally with each other and with other business related
parties as required.
SUMMARY: The types of Communication provision available in this Service

are:
o Central Telephony Services;
o Conferencing;
o Desktop Telephones;
o Homeworking:
o Mobile Phones;
OWNER Service Delivery STAKEHOLDERS: IT Manager

Manager
Service Delivery Manager
Service Desk Manager
Business Managers
Network Managers

BUSINESS DESCRIPTION: Communication Services are generally available from 09:00
until 17:00 Monday through Friday. Any exceptions to these
hours are detailed against each individual Service.
SUMMARY Please refer to the standard availability in Section 1. IT
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Services.
DETAILED DESCRIPTION: Preventative Maintenance is scheduled individually for

different Services and these times are detailed against
specific Services.
1.1.5. MOBILE PHONE
SERVICE DESCRIPTION: The supply, change and retrieval of mobile phones for
business use.
WHATS INCLUDED: - Management of mobile phones provided by contracted

vendor (including a SIM card, a mobile handset and
accessories)
- Procurement and distribution of phone and accessories
- Setup of monthly calling plans
Usage is subject to the terms of the organisation's

communication usage policy.
DETAILED DESCRIPTION: Usage of mobile phone equipment is provided under the

terms of the Communication Usage policy.
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OFFERING DESCRIPTION: An advanced feature-rich Smartphone with network connectivity.
WHATS INCLUDED? The "Gold" provides a higher specification mobile then either the "Silver"
or "Bronze".
It features a 2.64-inch screen, full QWERTY keyboard for ease of use for
emails, texts and instant messaging. It can send and receive emails
from anywhere in the world. The "Gold" features an optical trackball for
a sensitive and highly accurate navigation method, Wi-Fi connectivity,
a 2.0 Megapixel camera, Bluetooth, expandable memory and can
sync with iTunes to transfer music files to the phone.
SERVICE LEVEL Available to users on demand between 08:00 and 18:00 Monday to
AGREEMENT: Friday
Support is available from the Service Desk.
SUMMARY: Please refer to the standard availability in Section 1. IT Services.

Availability is dependant on the availability of individual items from
suppliers. IT aim to provide 99%.of requests within 5 working days.
DETAILED DESCRIPTION: Usage of mobile equipment is provided under the terms of the
communication Usage policy.
Non availability of any item will be communicated in advance by the

Service Desk.
PRICE TBA
VISIBILITY: Available to Managers and VIP users only
LEAD TIME 1 Week
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1.1.1 Process 1
1. Customer submits request with details
Submit
Workflow Request and justification
More Info Request
Diagram
2. Order Handler reviews information
and Start
provided as general validation of the
Narrative
2
requirement. Order Handler requests
Assess further information, if required
3. Order Handler authorises or rejects

request
Pending Further Sufficient
No
4. Request assigned, scheduled,
Information Information?
Yes completed and CMDB updated
Authorise 3 5. Request closed
OK
Complete Reject 4
Close 5
Custom Form
Page 21
1.2. BUSINESS SERVICES
GENERAL INFORMATION
BUSINESS DESCRIPTION: This Service includes all of the Software Applications that Users
may require to access to allow them to perform their normal role.
SUMMARY: The types of Software Application that are contained in this

Service include:
o Email
o HR Applications
o SAP
o Business Processes
o Finance Applications
o MS Office
o WEB

Manager Service Desk Manager
Business Manager
Capacity Manager

BUSINESS DESCRIPTION: Software Services are generally available from 09:00 until 17:00
Monday through Friday. Any exceptions to these hours are
detailed against each individual Service.
SUMMARY Please refer to the standard availability in Section 1. IT Services.
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different Services and these times are detailed against specific
Services.
1.2.1. EMAIL SERVICE
SERVICE DESCRIPTION: Email allows people to send and receive messages from
internal staff and external customers and suppliers.
The Email Service is provided to users from 08:00 until 18:00

Monday to Friday. Any issues with this Service during the
normal Service hours should be reported either through the
Log Incident option in the Service Catalogue or by
contacting the IT Service Desk
WHATS INCLUDED: Standard Email features provided by this service include the
following:
o Ability to send and receive Emails using a personal

computer:
o Calendar functionality that allows scheduling of

appointments and meetings:
o Access to the corporate telephone directory:
o Access to a list of all corporate contacts:
o Ability to store personal contact details:
o Ability to create work tasks
All of these features allow the User to communicate with other

users and organize their diaries and tasks more efficiently.
Please refer to the standard availability in Section 1. IT

Services.
DETAILED DESCRIPTION: Scheduled maintenance of this Service is normally performed

on the first Saturday of every month and the Service is
unavailable from 09:00 until 13:00 on those days.
Should an emergency maintenance slot be required, this will

be scheduled between the hours of 18:00 and 09:00 wherever
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possible. IT will aim to provide at least 1 days warning of this

slot.
OFFERING DESCRIPTION: All Users Email Mailboxes are archived by IT every evening.
Restoring a Mailbox copies Emails from a specified archive
back into the Users Mailbox. This will allow any Emails lost by
the User to be restored.
WHATS INCLUDED? Users can limit what is to be Restored by providing the

following, optional, information:
o Emails received by specific date
o Emails from specific Users
o Emails from specific Distribution Lists
If none of this information is supplied, IT will restore the

Mailbox back to the previous evening.
SERVICE LEVEL Mailbox will normally be restored between 08:00 and 09:00
AGREEMENT: or between 17:00 and 18:00 to minimise disruption to the
User. IT will confirm these times are suitable prior to restoring
the Mailbox.
SUMMARY: Please refer to the standard availability in Section 1. IT

Services.
DETAILED DESCRIPTION: IT will contact the User to identify the most suitable time for
the restore to be performed. Users must have closed Email
prior to this time. The restore will take between 15 and 60
minutes.
PRICE TBA
VISIBILITY: Anyone can request this.
LEAD TIME 1 Day
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1.1.2 Process 1. Customer submits request with details

Workflow Submit 1 and justification
Request
Diagram
and
completed and CMDB updated
Narrative Start
3. Request closed
2
Complete
Close 3
Custom Form
Page 25
1.2.5. OFFICE APPLICATIONS
SERVICE DESCRIPTION: Office Applications provide Users with access to software that
will help them perform their daily tasks such as writing
documents, creating spreadsheets and sending Email.
Any issues with this Service during the normal Service hours
should be reported either through the Log Incident option in
the Service Catalogue or by contacting the IT Service Desk
WHATS INCLUDED: The standard Office Application includes the following

packages:
o MS Word for Word Processing
o MS Excel for creating and managing Spreadsheets
o MS Outlook for sending Emails
Non standard applications such as MS PowerPoint for

creating presentations; MS Project for creating and managing
Project Plans and MS Access for data manipulation can be
requested separately,
DETAILED DESCRIPTION: As this Service is installed on the Users Desktop PC or Laptop

PC it is available to the user whenever they require it.
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OFFERING DESCRIPTION: Provides access to MS PowerPoint which allows users to

create on-line Presentations.
WHATS INCLUDED? PowerPoint enables users to quickly create high-impact,

dynamic presentations while integrating review workflows
and ways to easily share this information. Users will receive
PowerPoint 2007 which includes features such as:
o Intuitive Interface
o Themes and QuickStyles
o Custom Slide Layouts
o Designer Quality Graphics
o Proofing Tools
Any corporate presentations should be created and

displayed using PowerPoint.
SERVICE LEVEL MS PowerPoint will be installed between the hours of 08:00

AGREEMENT: to 18:00 Monday Through Friday.

Services.
DETAILED DESCRIPTION: IT will inform the User the day prior to installation of the
scheduled time. Users must be logged out of their
Computer account prior to this time. The installation itself will
take approximately 30 minutes.
PRICE TBA
LEAD TIME 1 Week
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1.1.3 Process 1. Customer submits request with details

Workflow Submit 1 and justification
Request
Diagram
and
Narrative Start
3. Request closed
2
Complete
Close 3
Custom Form
Page 28
1.3. PERSONAL COMPUTING SERVICES
GENERAL INFORMATION
BUSINESS DESCRIPTION: This Service provides for the installation, maintenance and
removal of Personal Computing Hardware, and accessories
that users require to allow them to perform their normal role
SUMMARY: The types of Personal Computing Hardware contained in this

Service include:
o Desktop PCs
o Laptops
o Monitors
o Printers
o PDAs
The types of accessories available include: Keyboard; Mouse;
Toner and Ink cartridges; It is also possible to Log Personal
Computing type faults using this Service

Manager
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Business Manager
Software Manager
Capacity Manager
Configuration Manager
Network Manager
Change Manager
Technical Services Mngr


BUSINESS DESCRIPTION: Personal Computing Services are generally available from
09:00 until 17:00 Monday through Friday. Any exceptions to
these hours are detailed against each individual Service.
SUMMARY Please refer to the standard availability in Section 1. IT

Services.

specific Services.
1.3.1. DESKTOP PC
SERVICE DESCRIPTION: A Desktop Personal Computer allows a User based in a fixed

location to access various software applications that will
enable them to perform their defined role. It enables the user
to: create, store and retrieve business related data;
communicate internally and externally with staff and
customers;
WHATS INCLUDED: A Desktop Personal Computer provided by this Service gives
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a User access to a number of software applications such as:
o Standard MS Office
o MS Access
o MS Visio
o MS Project
o Business Applications such as Finance; HR; SAP
o Email Services
o Web Services
o Data Storage.
DETAILED DESCRIPTION: The Desktop Personal Computer Service is provided to users

from 08:00 until 18:00 Monday to Friday. Any issues with this
Service during the normal Service hours should be reported
either through the Log Incident option in the Service
Catalogue or by contacting the IT Service Desk.
The provision of this service is between the stipulated hours of

08:00 and 18:00, but it may be affected during periods of
auditing and Restriction of Change Request periods.
Scheduled auditing normally takes place annually during the
last week of February. Restrictions of Change Requests will be
communicated with at least 1 weeks notice.
1.3.1.1. Provide Power Desktop PC

1.3.1.2. Provide Standard Desktop PC
OFFERING DESCRIPTION: A Standard spec PC and appropriate software intended for

general use by employees
WHATS INCLUDED? This Standard Specification PC will be provided with all
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necessary software and equipment that includes:
o USB Keyboard
o Mouse
o Monitor
SERVICE LEVEL Standard Desktop PCs will be installed between the hours of
AGREEMENT: 08:00 to 18:00 Monday Through Friday
SUMMARY: Please refer to the standard availability in Section 1. IT Services.
DETAILED DESCRIPTION: IT will inform the User 1 Day prior to installation of the scheduled
time. Users must be logged out of their existing Computer
account if applicable prior to this time. The installation itself will
take approximately 1 hour.
PRICE TBA
LEAD TIME 2 Weeks
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1.1.4 Process 1. Customer submits request with

Workflo Submit 1 details and justification
Request
w
Diagram
and Start
Narrativ 3. Request closed
e
2
Complete
Close 3
Custom
Form
1.3.3. COMPUTING ACCESSORIES

1.3.3.1. Provide Standard Monitor
1.3.3.2. Provide Specialised Monitor
1.3.3.3. Retire Monitor
1.3.3.4. Provide Accessory
1.3.3.5. Move Accessory
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1.3.3.1. Upgrade Accessory

1.3.3.1. Retire Accessory
1.3.4. PDA SERVICES

1.3.4.1. Provide PDA
1.3.4.2. Upgrade PDA
1.3.4.3. Retire PDA
1.3.5. PRINTER SERVICES
SERVICE DESCRIPTION: Access to a printer will allow a User to produce hardcopy

documentation of electronic data that has been created or
stored on a Personal Computer. Replacement Toner
Cartridges maintain the quality of the Printing Service
WHATS INCLUDED: This Service provides access to a Printing Service either by a

Network connection to a shared Printer or by the provision of
a Personal desktop Printer that is connected directly to a
Personal Computer. Replacement Toner Cartridges for the
different types and models of Printers are provided.
DETAILED DESCRIPTION: The provision of this service is between the stipulated hours of
08:00 and 18:00, but it may be affected during periods of
Page 34
auditing and Restriction of Change Request periods.

Scheduled auditing normally takes place annually during the
last week of February. Restrictions of Change Requests will be
communicated with at least 1 weeks notice.
1.3.5.1. Provide Printer
1.3.5.2. Request Toner Cartridge
OFFERING DESCRIPTION: The provision of a replacement Toner Cartridge for either a

shared Network or Personal Printer.
WHATS INCLUDED? This Service will provide a replacement Toner Cartridge for
either a shared Network Printer or Personal Printer.
SERVICE LEVEL Toner Cartridges will be replaced between the hours of

AGREEMENT: 09:00 to 17:00 Monday Through Friday.

Services.
DETAILED DESCRIPTION: The replacement will take approximately 15 minutes
PRICE TBA
VISIBILITY: All members of staff can request this.
LEAD TIME 1 Day
Page 35

Workflow Submit 1 details and justification
Request
Diagram
and
Narrative Start
3. Request closed
2
Complete
Close 3
Custom
Form
1.3.5.3. Upgrade Printer Access
Page 36
1.4. CENTRAL IT SERVICES
GENERAL INFORMATION
BUSINESS DESCRIPTION: Provides Services performed by the Central IT function. This

includes specialized and Bulk Printing, Security Access and
Data Back-Up and Recovery.
SUMMARY: Central IT functions contained in this Service include: Central

Printing; Hosting Service; Reporting; Security & Access Control;
Service Desk & Support Services; Storage Services

Manager
Business Managers
Network Managers

BUSINESS DESCRIPTION: Central IT Services are generally available from 09:00 until
17:00 Monday through Friday. Any exceptions to these hours
are detailed against each individual Service
SUMMARY IT guarantees most Central IT Services will be available 99% of

the time. Individual Services uptime will be detailed against
the specific Service.

Page 37
specific Services
Page 38
1.4.1. CENTRAL PRINTING
SERVICE DESCRIPTION: This service covers bulk printing, i.e. more than 100 pages, and
specialised printing such as Colour printing and binding.
Printing requests are available between 09:00 and 17:00

Monday to Friday.
Support is available from the Service Desk
WHATS INCLUDED: Provision of print services for networked printers including:
o Bulk and specialised printing
o Binding
Requests are completed on a "first come, first served basis".

No completion dates are assured. Urgent requests require
senior business/IT management escalation.
DETAILED DESCRIPTION: Usage of this service is unrestricted providing budget

availability.
1.4.1.1. Request Bulk Print
OFFERING DESCRIPTION: Bulk Printing.
This service is best used where there is a need for large volumes
of printing e.g.,
Page 39
o Marketing Campaigns
o Staff notices
o Communication "flyers"
o Address labels
o Letterheads
WHATS INCLUDED? IT will provide large volume printing on request.
This service offering may include:
o Formatting
o Printing (colour or monochrome)
o Collation
o Stapling
o Quality Control
SERVICE LEVEL Specialised print requests are available between 09:00 and
AGREEMENT: 17:00 Monday to Friday.
Support is available from the Service Desk.
SUMMARY: Requests are completed on a "first come, first served basis". No

completion dates are assured although IT aim to complete
100% requests within one week. Urgent requests require senior
business/IT management escalation
DETAILED DESCRIPTION: Printing service is unavailable during planned maintenance

periods. Any other periods of unavailability will be
communicated in advance by the Service Desk.
PRICE TBA
VISIBILITY: All members of staff may request this service
LEAD TIME 1 Week
Page 40

Workflo Submit 1 details and justification
Request
w
More Info Request 2. Order Handler reviews
Diagram
information provided as
and
Start general validation of the
Narrativ
requirement. Order Handler
e
requests further information, if
2
required
Assess
3. Order Handler authorises or
rejects request

Pending Further
No
Sufficient completed and CMDB
updated
Yes 5. Request closed
Authorise 3
OK
Complete Reject 4
Close 5
Custom
Form
Page 41
1.4.4. SECURITY & ACCESS CONROL
SERVICE DESCRIPTION: Provide secure access to systems and applications and

ensure all data is only accessible to the appropriate people.
WHATS INCLUDED? Provides, changes and removes account log-in access to

applications, corporate shared resources and network
printers, etc to enable effective operation of defined
operations.
Under this service, the following requests can be made for

network and application accounts based on company
policy:
o Request to create and/or amend accounts
o Request for password resets
o Activate locked login accounts
o Deactivate accounts
o Access corporate network resources from remote sites
DETAILED DESCRIPTION: Requests are not available during periods of audit, change
freeze or planned maintenance.
Requests will be performed under the conditions outlined

within the Information Security policy.
1.4.4.1. Provide Access
Page 42
OFFERING DESCRIPTION: Provide secure access to systems and applications and

ensure all data is only accessible to the appropriate people.
WHATS INCLUDED? Under this service, access to systems, networks and

applications can be made based on company policy and
user profile.
Requests may also include physical security access (swipe

cards, pass keys) as well as security peripherals (ID tokens,
laptop locking devices),
SERVICE LEVEL Available between 08:00 and 18:00, Monday to Friday.

AGREEMENT:
Support available from the Service Desk.
SUMMARY: IT will provide 99% of requests within one day.
DETAILED DESCRIPTION: Depending on access type, requests may be restricted

during periods of audit, change freeze or planned
maintenance.
Requests will be performed under the conditions outlined

within the Information Security policy.
PRICE TBA
VISIBILITY: All members of staff may request this service
LEAD TIME 1 Day
Page 43

Request
Diagram
and
Narrative
2
required
Assess
rejects request

Pending Further
No
updated
Authorise 3
OK
Complete Reject 4
Close 5
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Custom
Form
Page 45
1.5. PROFESSIONAL IT SERVICES
GENERAL INFORMATION
BUSINESS DESCRIPTION: This service provides support and guidance to users to

optimise IT products and services throughout the service
lifecycle.
SUMMARY: The Professional IT functions contained in this Service include:

Account Management; Consultancy; Development; Project
Management; Training

Manager
Business Managers

BUSINESS DESCRIPTION: Professional IT Services are generally available from 09:00 until
17:00 Monday through Friday. Any exceptions to these hours
are detailed against each individual Service.
SUMMARY Professional IT Services are generally unavailable on the

following days: 25 December; 26 December; 1 January. IT
guarantees most Professional IT Services will be available 99%
of the time. Individual Services uptime will be detailed against
the specific Service.

specific Services.
Page 46
1.5.5. TRAINING
SERVICE DESCRIPTION: IT provides a range of training options. Specific needs can be

discussed with the service owner.
WHATS INCLUDED: IT can provide either :
o on-line, web based training or
o class room, tutor led training.
o Examples of training include:
o assyst training
o MSOffice training
o Bespoke training to customer specific requirements
IT also has an extensive range of partners who can deliver a

number of additional Education Services.
DETAILED DESCRIPTION: Requests are available between the hours of 09:00 - 17:00,
Monday to Friday.
On-line training options are available 24 x 7.
Support is provided by the Service Desk
Use of training services is dependant on the availability of

skilled IT resources.
Page 47
OFFERING DESCRIPTION: Training is available on all (or selected) MSOffice suite of

applications to enhance individual skills and performance
levels.
WHATS INCLUDED? Specific business needs are discussed and the most
appropriate training option recommended.
Delivery options could be on-line web based or tutor led.
Example modules include:
o MS Word
o MS Excel
o MS Powerpoint
o MS Visio
o MS Access
o MS Publisher
Competency requirements can also be addressed by

delivery of basic, intermediate or advanced level training.
SERVICE LEVEL MSOffice training requests are available between the hours
AGREEMENT: of 09:00 - 17:00, Monday to Friday.
Any issues with this service should be reported to the IT

Service Owner
SUMMARY: IT will provide 100% training by negotiated date but will

endeavour to deliver within one month of the request
DETAILED DESCRIPTION: Use of training options is dependant on the availability of

skilled IT resources.
PRICE TBA
VISIBILITY: All members of staff can request this service
LEAD TIME 1 Month
Page 48

Request
Diagram
and
Narrative
2
required
Assess
rejects request

Pending Further
No
updated
Authorise 3
OK
Complete Reject 4
Close 5
Custom
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Page 49
1.5.5.2. Provide Other Training
Page 50
NON IT SERVICES HIEARCHIES
The following hierarchy is for Human Resources Services.
Page 51
The following hierarchy is for Facilities Services.
Page 52

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Information Technology (IT) Services

Business Service Catalogue

1.5. PROFESSIONAL IT SERVICES 46

This document contains a sample of the full Service Catalogue.

Three tiers of Service Catalogue.

Business Service Catalogue Summary Service Information for Business Managers

Technical Service catalogue Full Service information for Technical Managers

IT SERVICES AND SERVICE OFFERING TEMPLATES

Parent Service Service Service Offering

Desktop Provides users with the Provide Desktop Telephone

Available to users on Move Desktop Telephone

Homeworking A service bundle that allows Provide Homeworking Capability

Mobile Phone Provides users with the Provide Mobile Accessory

Business This Service includes a set of Car Hire

as writing documents, Provide MS Visio

Laptop PC A Laptop PC allows a User Provide Laptop

PDA Service A PDA allows a User to Provide PDA

the Printing Service Upgrade Printer Access

Reporting To request access to, or run Provide Access to Reports

Service Desk Services that will provide Log Incident

Storage Secure storage, back-up Provide Data Storage

demand for services

Consultancy The consultancy service can Service Level Management

Development Use of this service can Provide IT Development

Project The Project Management Provide IT Project Management

Training IT provides a range of assyst Training

o Personal Computing Services: All hardware components

o Business Services: All software components required by

o Central IT Services: Any Services the User requires from

o Communication Services: Phones, Conferencing and

o Professional Services: Training, Consultancy and

OWNER: IT Director STAKEHOLDERS: IT Director

SERVICE LEVEL INFORMATION

SUMMARY: IT Services are unavailable on the following days:

IT guarantees that all Services will be available 99.5% of their

RESOLUTIONS Resolution times for Incidents are specified against each

PRIORITY RESOLUTION TIME

1.1. COMMUNICATION SERVICES

BUSINESS DESCRIPTION: This Service provides communication equipment and services

SUMMARY: The types of Communication provision available in this Service

OWNER Service Delivery STAKEHOLDERS: IT Manager

Service Desk Manager

SERVICE LEVEL INFORMATION

SUMMARY Please refer to the standard availability in Section 1. IT

DETAILED DESCRIPTION: Preventative Maintenance is scheduled individually for

1.1.5. MOBILE PHONE

WHATS INCLUDED: - Management of mobile phones provided by contracted

- Procurement and distribution of phone and accessories

- Setup of monthly calling plans

Usage is subject to the terms of the organisation's

DETAILED DESCRIPTION: Usage of mobile phone equipment is provided under the

OFFERING DESCRIPTION: An advanced feature-rich Smartphone with network connectivity.

Support is available from the Service Desk.

SUMMARY: Please refer to the standard availability in Section 1. IT Services.

Non availability of any item will be communicated in advance by the

VISIBILITY: Available to Managers and VIP users only

LEAD TIME 1 Week

3. Order Handler authorises or rejects

Yes completed and CMDB updated