Remember that there is a difference between services and the equipment that
enables the services - see example services in toolkit.
In FITS Configuration Management we identify and record all the component parts
that make up the infrastructure (the pieces of equipment - hardware, software,
documentation and so on). In Service Level Management we take a different view,
determining what parts of the infrastructure are required to fulfil each particular
service. This is a key step in improving communication between technical ICT staff
and end-users. If you speak in terms of services and ensure that services are in
working order, the end-user is receiving working ICT on their terms. To try to
discuss end-user requirements in terms of the availability of file servers, routers,
network cabling and so on would be undesirable, as it is unreasonable to expect
end-users to understand the implications.
To document the services, you must then identify each service and the technical
components of each service. Gathering service information is harder than doing an
audit of physical equipment and is more likely to be in terms of what software is
installed on computers and file servers. You will need to investigate every computer
and file server, and talk to at least one representative of each department to make
sure that you don't miss anything - see Assigning roles and responsibilities in
Service Level Management for further information on end-user representatives.
Don't assume that if you haven't installed something yourself it doesn't exist!
To help you, we have prepared a service catalogue template outlining the kind of
information you should gather. Complete the section on service details with your
service information:
service details guidance will help you do this.
The section on
service details in our service catalogue example
should also help you understand
what is required.
If you have implemented FITS Configuration Management, you should store your
baseline service catalogue in the configuration management database. You should
then ensure that the list is controlled and maintained so that it is always accurate
and up to date (or you will have to do another audit). FITS Change Management
can help you to do this.
