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This white paper discusses how to develop a service catalog, leveraging ITIL and CobiT best practices, and lays out eight steps towards developing one, beginning with taxonomy via service definitions and addressing services and service 'families'. Reasons for developing service catalogs are explored and some attention given to scoping the effort, aligning the service catalog with ITIL best practices and utilizing templates. The use of toolkits are discussed for the development of service level agreements (SLAs) and operational level agreements (OLAs) as well as tools for automated population of service level templates. |
