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IT Problem Management by Gary Walker

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3.1. Add a New Service

Adding a new service to the service catalog is not as trivial a task as it may initially seem. While it is easy to add the service to the catalog, it is not necessarily so easy to deliver the service when a customer places the request.

A service center should implement a formal process that prepares all aspects of the service center to successfully deliver a new service. This includes all levels of the service center staff, service center management, and customers.

Many decisions must be made in advance to successfully implement the provision of a new service. In many ways, deploying a new service is similar to deploying new software, so a lifecycle approach should be taken. You must determine whether to outsource the ...

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