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Injazat hosts itSMF Gulf and BCS ME joint symposium to outline optimized enterprise service catalogue development

IT Service Management Forum (itSMF Gulf), the only internationally-recognized and independent organisation dedicated to IT Service Management, and BCS ME, the regional arm of the BCS Chartered Institute for IT, will be including a workshop on IT Service Management ITIL based Service Catalogue development in a joint symposium to be held on March 15, 2010 at Injazat headquarters in Mohamed Bin Zayed city, Abu Dhabi.

To be co-sponsored and hosted by Injazat Data Systems, the leading information technology and business process managed services provider in the UAE and the Middle East, the workshop will demonstrate the key elements involved in building and maintaining Service Catalogues based on the ITIL Service Lifecycle Model. Sessions will discuss the organizational importance of Service Catalogues, relevant ITIL Terms and Definitions of Service Strategy and Service Design, and appropriate templates and models, among others.

The examples to be used in the workshop were developed and implemented through ITIL projects for the private and public sectors. Participants will also be allowed to bring their own material for discussion and advice. Marc Meul, an ITIL Consultant and Manager with more than 30 years of experience in Service Management, will facilitate the sessions. Meul is a respected mentor in IT User Services and Service Culture development.

"The Service Catalogue is a powerful tool for comprehensively defining Enterprise Services. Injazat has been advocating its broader use in the Government and PrivateSector, under the framework set by ITIL. This workshop will serve as an excellent platform for promoting greater awareness on the Service Catalogue's potential from both User and Management perspectives, particularly within Middle East-based organizations," said Adam Ali, Head of Service Assurance, Injazat Data Systems.

According to ITIL, "The Service Catalogue is an important tool for Service Strategy because it is the virtual projection of the service provider's actual and present capabilities. It serves as a service order and demand channeling mechanism. It acts as the acquisition portal for customers, including pricing and service-level commitments, and the terms and conditions for service provisioning," said Mr. Feras Abou Shackra, Director, itSMF Gulf.

The Information Technology Infrastructure Library (ITIL) was developed by the UK Government's Central Computer and Telecommunications Agency (CCTA) in the 1980s as a set of defined standards and practices related to IT Management, Services, Development, and Operations. The latest version, ITIL v3, was introduced in 2007 and consists of 26 processes and functions arranged around the Service Lifecycle structure concept.

The ITIL Service Design refers to a Service Catalogue as a list of services provided by an organization to Employees or Customers. Each service within a catalogue normally includes service description, timeframes or a service level agreement for fulfilling the service, individuals authorized to request or review the service, costs if applicable, and the means to fulfill the service.