Development of a generic IT service catalog as pre-arrangement for service level agreements

Generally speaking, information usually just gains significance only when it is being processed in the context of own experience and being linked to other information. This article describes the development of a generic model for an IT service catalog which could for instance be adapted and utilized by an IT provider in the field of a service management project. The fundamental idea for developing an IT service catalog is to apply methods of product data management (PDM) and product lifecycle management (PLM). The IT service catalog is a tool for standardizing IT services delivery. The design is component based on a new hierarchical approach. The specification of the IT services by this approach allows instant classification of who should handle the activity and how it should handled. The atomic structure affords the representation of functional dependence. More over the hierarchical design makes the relationships between different components more clear. Additionally there is a discussion of the terms IT service and IT business process, a dual matrix for both quality of service (QoS) parameters will be introduced