IT departments spend a significant amount of wasted time processing requests – e.g. for logins and PCS. Many large organizations will give a lead time of up to 6 weeks to provide a new PC – this is mainly due to:
IT people therefore spend a lot of time manually raising and chasing orders when they could be doing productive IT tasks. This can result in more people being hired simply to carry out these tasks – often they are relatively junior and don’t have the authority to press for action and response outside their areas. In addition, if there is no agreed process or tool in place, it can take weeks for the ‘paper-chase’ to be resolved – hence the long lead times. So developing and automating processes for fulfillment can cut out a lot of wasted time and effort – and radically improve delivery times. It can also help to reduce staffing levels by removing the need for manual intervention and chasing activities.
Industry analysts estimate bottom line savings for IT budgets of around 20% from a service catalog implementation – that’s not including the further opportunities for improvement and cost optimization that can be made from the ‘bundled’ service approach through business and technical catalogs.
The service catalog provides the link between IT infrastructure and business performance, by defining business and process-based bundles of IT components as 'services'.
Through the process of designing and managing bundled services, IT organizations are in a strong position to deliver and demonstrate value and optimum efficiency.
Analysts estimate that implementing effective ITIL® processes integrated around a service catalog will deliver:
Service catalog is the key to unlock the value of ITSM processes to IT – and to demonstrate the value of IT to the business it supports.