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Service Lifecycle Management

The delivery of ITSM starts with a clear definition of the portfolio of services that IT manages; both customer-facing business services and technical services that IT uses to drive the business. Each of these services goes through a lifecycle, with most going through many iterations of continuous improvement as the business evolves and IT matures.

The Service Catalog provides a means for IT to communicate the value to the business of IT Services. It contains understandable information for the business on the nature of the services provided and what they can expect from them. This includes, but is not limited to: Service Level Agreements, Support Arrangements and Availability, Costing and Provisioning Details.

Business benefits

  • Organization-wide understanding of services delivered
  • Publicized information on the scope, availability and dependencies of services
  • Reduction in Service Desk workload through self-service

Alemba Service Manager provides:

  • modeling of services across the entire service lifecycle (i.e. Pipeline, Live and Retired Services).
  • relationship and dependency mappings with other Services and Configuration Items to monitor dependencies.
  • clear visibility of the details and cost of each service.
  • a hierarchical Service Request Catalog that users can browse or search to locate services of interest, and order them using a familiar shopping cart function.
  • service bundles (e.g. New Employee) that may initiate multiple Requests in parallel.
  • configurable forms to enable the collection of relevant information for each type of Request.

Kroger

 

Established in 1883, The Kroger Co. is one of the largest general retailers in the United States.

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Liverpool City Council

 

Liverpool City Council is the governing body for the city of Liverpool in Merseyside, England. It consists of 90 councillors, three for each of the city's 30 wards.

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Cherwell End Of Life: Transitioning to Alemba Service Manager

22 Jul 2024

The end-of-life announcement for Cherwell Service Management presents significant business implications for organizations currently relying on the Cherwell ITSM tool to administer the delivery of IT Service Management processes.

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Emerging Trends in ITSM Webinar: Highlights

04 Mar 2024

Alemba’s recent webinar on Emerging Trends in ITSM provided valuable insights into key industry developments.

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