SMBOK: Service Catalog Design and Operation

Can you provide guidance on the design and day-to-day operation of a service catalog, including the difference between this and a service request catalog. I'm especially interested in advice on whether there is a single catalog for all products and services, or whether there can be multiple catalog...

SMBOK: Service Portfolio Design and Operation

My organization is not what you might regard as a ‘service provider organization’, in as much as our customers are internal end-users and IT staff. We are not a ‘managed service provider’. I've read in ITIL about the concept of a ‘service portfolio’. Do we need such an artifact?

Regar...

SMBOK: Change Schedule Design and Operation

Can you add guidance on how to design and operate a change schedule, both from a basic single instance perspective, and from a federated or multi-location and jurisdictional viewpoint? In doing so, can you speak to its minimum information content, and look-back, look forward capabilities, as well a...

SMBOK: Key principles for assessing the risk of a change

It seems many believe the success of a change management system is centered on the ability to properly assess, document, and allocate the risk involved. Apart from referring to a separate risk management set of guidance, are there any plans, or can you consider plans, to include guidance on how chan...

Include ISO20000

ISO20000 has recently been updated (April 2011). Further updates are scheduled. It now speaks to a 'service management system' and its requirements. How about extending the SMBOK service to include Frameworks and Standards and an analysis of this standard in particular?

The analysis could star...

USMBOK: USM250 - Service Request Management

Complete the population of the service request management knowledge area. The topics would include: service requests, request catalogs, service catalogs, in part the service portfolio, the request 'offer, fulfill, and support' aspects from a request processing perspective, the 15 major activities a...

Add List of News to Sub-Service Pages

The news for each sub-service or element of the SMBOK is available centrally via the SMBOK Roadmap. What if news specific to each element were also made available on each start page. For example, for the USMBOK Navigator this would be this page:

http://www.servicemanagement101.net/pages/usmbok...

Change Management Scenario

I work at a company that has over 13,000 employees and over 5 Billion USD in annual revenue. About 400 or so in IT. There is absolutely no problem management, release management, availability, SLM, capacity, or many others to speak of. ITIL is not well known or understood. Cobit is completely foreig...