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IT Service Management - A guide for ITIL Foundation Exam candidates by Aidan Lawes, Ernest Brewster, Richard Griffiths, John Sansbury

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12 SERVICE CATALOGUE MANAGEMENT (SD 4.2)

INTRODUCTION AND SCOPE

Service catalogue management provides a basis for customer-focused management of IT service delivery, which helps ensure that IT service offerings are aligned with the needs of the business. It does this by providing clear and consistent information on services in a language that the customers will understand and in a format that customers will want to use, thus enabling a constructive dialogue about IT services where all parties have a common understanding of what is being discussed. In this way the process of ordering standard services is simplified and made more efficient because what is being offered is clear, the terms and conditions for its provision are clear and there ...

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