In 2003-04, I have led a team of consultants in a Middle East based Bank for adoption of ITIL (at that time V2) practices into their IT organization. One of the deliverables was definition of a suitable Service Catalog framework for the IT Services. We found the guidance in ITIL documentation for Service Catalog to be not adequate enough to satisfy the needs of the Bank.

Through a series of brainstorming sessions and with significant inputs and involvement from the Bank’s IT management, we have zeroed in on a high-level categorization of IT Services into 3 groups:

  • Business Banking services – IT Services that are built into the Bank’s business services – like Core banking applications, Internet banking etc; for which the users are end-customers of the bank.
  • Business Support Services – IT Services that are supporting the bank’s business processes such as email, HR applications etc; for which the users are the Bank’s employees involved in Bank operations
  • IT Internal Services – Supporting services within IT such as System allocations, IP address management etc; for which the users were within IT.

We found the framework to be immensely useful for the Bank’s IT to manage the IT Services in an effective manner.  I have expected to see such guidelines for proper definition and categorization of services to be available in ITIL V3 – but was a bit disappointed (or, I could not find it, if it was defined in some corner of the vast documentation). I always thought that is a significant aspect in IT Service management framework which can have a direct impact on how other aspects/practices in ITSM are defined and governed.

Now, I am happy to see such a Service categorization has been documented in ITIL 2011.  The new revision of the ITIL gives details of Services to be categorized into:

  • External customer-facing services
  • Internal Customer facing Services
  • Support Services – for the interdependencies within IT

Especially the third category – Support Services, clarifies a long-pending confusion for IT outsourcing companies:

IT Outsourcing companies such as those into infrastructure Outsourcing provide services such as network administration/management, Service administration/management, Monitoring etc for which the customers are usually IT personnel in the customer organization. These services were often deemed confusing in the whole discussion of Business-IT Alignment and Integration context.

Now, with this categorization, the services provided by the outsourcing service providers can predominantly fit into the Category 3: Support Services.

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