Hi Karen,

We used the document as the framework to update our Service Catalog as part of our migration to our new ITSM application.  I would be very interested in participating in the refresh effort.

Ann Gerwitz, PMP, ITIL Expert, BRMP
ITS Service Management Process Coordinator,  Strategic Business Operations
Information Technology Services
George Mason University
4400 University Drive
Fairfax, VA 22030
[log in to unmask]<mailto:[log in to unmask]>
703-993-4054

From: The EDUCAUSE IT Service Management (ITSM) Constituent Group Listserv [mailto:[log in to unmask]] On Behalf Of Karen Wetzel
Sent: Thursday, November 30, 2017 3:53 PM
To: [log in to unmask]
Subject: Re: [ITSM] Consulting Services in your Service Catalog?

Hi all,

Great conversation! As Mitch notes, we are indeed looking to refresh this document – aiming to start work beginning of 2018. Our plans are currently to:


1.       Send a survey out to find out more about who has used the Service Catalog model (https://library.educause.edu/resources/2015/4/the-higher-education-it-service-catalog-a-working-model-for-comparison-and-collaboration), and what changes might need to be made to the current document as a result

2.       Identify areas where there may be a great deal of (necessary) disparity and focus on those challenge areas, likely with a case study approach

3.       Identify new work that will help support the existing document, for instance, metrics around the service catalog, how the service catalog might be used in conjunction with budgeting, and similar

We just had a call this week and next steps are for us to focus on drafting these ideas out some more so we have a clear understanding of what will be needed and how to proceed -- so it’s still early stages. I’d love to hear from you if you’re interested in this work or have ideas for work related to this that we might want to undertake.

Best,
Karen
--------------
Karen A. Wetzel
Senior Manager, ECAR Working Groups
EDUCAUSE Center for Analysis and Research

EDUCAUSE
Uncommon Thinking for the Common Good
1150 18th Street NW, Suite 900 Washington, DC 20036
direct: 202.331.5346 | main: 303.449.4430 | educause.edu<http://www.educause.edu/>



From: "The EDUCAUSE IT Service Management (ITSM) Constituent Group Listserv" <[log in to unmask]<mailto:[log in to unmask]>> on behalf of Mitchell Pautz <[log in to unmask]<mailto:[log in to unmask]>>
Reply-To: "The EDUCAUSE IT Service Management (ITSM) Constituent Group Listserv" <[log in to unmask]<mailto:[log in to unmask]>>
Date: Thursday, November 30, 2017 at 3:11 PM
To: "[log in to unmask]<mailto:[log in to unmask]>" <[log in to unmask]<mailto:[log in to unmask]>>
Subject: Re: [ITSM] Consulting Services in your Service Catalog?

Hi. I am excited to hear people still leveraging this publication. During the in person session at EDUCAUSE there was some talk about the need for a refresh.
Can't promise anything but would anyone be interested working with us and EDUCAUSE on writing an update?
Let me know.
Thanks
Mitch
Get Outlook for Android<https://aka.ms/ghei36>

________________________________
From: The EDUCAUSE IT Service Management (ITSM) Constituent Group Listserv <[log in to unmask]<mailto:[log in to unmask]>> on behalf of DiRuzza, Marie E <[log in to unmask]<mailto:[log in to unmask]>>
Sent: Thursday, November 30, 2017 11:46:24 AM
To: [log in to unmask]<mailto:[log in to unmask]>
Subject: Re: [ITSM] Consulting Services in your Service Catalog?

I will be leveraging the ECAR model to deliver a NERComp workshop on Defining IT Services on January 17th: https://nercomp.org/forms/meeting/Microsite/ITSM

I’ll be sharing things we learned when using the model for development of our Definitive List of Services and Service Catalog.

Not all the Service definitions are complete yet, but you can get a sense of our adapted version here: https://its.wpi.edu/All-Services

If anyone who was part of the original ECAR Service model team would like to join me in delivering the workshop – please reach out to me directly. I’d love to talk with you about the program. ☺

Best,
Marie DiRuzza
Director, IT Service & Support
Information Technology Services | its.wpi.edu<http://its.wpi.edu/>
Worcester Polytechnic Institute
508-831-6042 (O) 508-723-4755 (M)

From: The EDUCAUSE IT Service Management (ITSM) Constituent Group Listserv [mailto:[log in to unmask]] On Behalf Of Jon Hays
Sent: Thursday, November 30, 2017 1:59 PM
To: [log in to unmask]<mailto:[log in to unmask]>
Subject: Re: [ITSM] Consulting Services in your Service Catalog?

Hi All,

just curious if anyone else is using or plans to use the ECAR framework or has adapted it for their service catalog.

Thanks!

Jon

[mage removed by sender. University of California, Berkeley]

Jon Hays
Service Manager, bConnected Collaboration Services
IST-Architecture, Platforms & Integration (API)
[log in to unmask]<mailto:[log in to unmask]> | 510-672-5493<tel:510-672-5493>


[mage removed by sender.]<http://www.linkedin.com/in/jonmhays> [mage removed by sender.] <http://twitter.com/vcrkid>  [mage removed by sender.] <http://plus.google.com/+JonHays-Berkeley>


On Wed, Nov 8, 2017 at 1:43 PM, Beth Rugg <[log in to unmask]<mailto:[log in to unmask]>> wrote:
We are just preparing to go live with our unified service catalog. We also used the ECAR framework and list Gartner, General IT Consulting, Process Analysis/Improvement and Solutions Consulting under the Consulting and Advising service.

https://servicecatalog.uncc.edu/service/consulting-and-advising
Beth

--------------------------------------------------------------------------------------
Beth Rugg | Assistant Vice Chancellor for Client Engagement
UNC Charlotte | Information Technology Services
9201 University City Blvd. | Charlotte, NC 28223<https://maps.google.com/?q=9201+University+City+Blvd.+%7C+Charlotte,+NC+28223&entry=gmail&source=g>
Phone: 704-687-6118<tel:704-687-6118> | Fax: 704-687-3868<tel:704-687-3868>
[log in to unmask]<mailto:[log in to unmask]> | http://itsservices.uncc.edu<http://itsservices.uncc.edu/>
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If you are not the intended recipient of this transmission or a person responsible for delivering it to the intended recipient, any disclosure, copying, distribution, or other use of any of the information in this transmission is strictly prohibited. If you have received this transmission in error, please notify me immediately by reply email or by telephone at 704-687-6118<tel:704-687-6118>. Thank you.



On Wed, Nov 8, 2017 at 2:43 PM, Karen Van Dusen <[log in to unmask]<mailto:[log in to unmask]>> wrote:
Yes, we use the base ECAR framework, which has:

Service Category:  IT Professional Services
Service: Consulting and Advising

Description for "Consulting and Advising" - Guidance services on how to leverage technologies and select technology solutions, including those in the cloud.

We have three service offerings under that service:

• ​AV Consulting
• IT Solutions Consulting
• Printing Consulting

As an example, general description for "IT Solutions Consulting" for us is:

The IT Solutions Consulting service provides initial requirements gathering, gap analysis, and potential solutions definitions for customers with a new or changed IT-related business need. The Solutions Consultant meets with the customer to discuss the business need; the outcome of the consultation may include all or some of the following: a formal report of requirements, analysis of potential solutions, estimated costs, and a baseline business case. The business case is used as the input to the Project Portfolio Management process, and can be used to initiate a formal project request.

Hope this helps...

-Karen

---
Karen Van Dusen ([log in to unmask]<mailto:[log in to unmask]>)
Senior Manager and Product Owner, ServiceNow
Computing Services
Carnegie Mellon University

On Nov 8, 2017, at 2:37 PM, Sarah Topham <[log in to unmask]<mailto:[log in to unmask]>> wrote:

Hello,

So here’s a question: does anyone offer a Consulting Service in their Service Catalog?  And if you do, what are the specific offerings?

We are revisiting our services and offerings and are discussing: if we had a Consulting Service what would be included? We do have a Program & Project Management service so are particularly curious that if you have both (Program & Project Management and Consulting) what is included in the Consulting Service.

I have looked at some of my ‘go to’ Service Catalogs and have yet to find a Consulting Service. So rather than comb Service Catalogs I thought I would ask this group.

Any input is appreciated, including if you don’t offer a Consulting Service.

Thanks!

Sarah Topham

Lean Six Sigma Black Belt
Business Analyst & Process Improvement Specialist
Rochester Institute of Technology  |  Information Technology Services  |  P: (585)475-2496<tel:(585)%20475-2496>  |  E: [log in to unmask]<mailto:[log in to unmask]>


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Visit the ITSM wiki<https://sites.google.com/a/educause.edu/educause-wiki-site/itsm>.


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Visit the ITSM wiki<https://sites.google.com/a/educause.edu/educause-wiki-site/itsm>.


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Visit the ITSM wiki<https://sites.google.com/a/educause.edu/educause-wiki-site/itsm>.


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Visit the ITSM wiki<https://sites.google.com/a/educause.edu/educause-wiki-site/itsm>.

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Visit the ITSM wiki<https://sites.google.com/a/educause.edu/educause-wiki-site/itsm>.

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Visit the ITSM wiki<https://sites.google.com/a/educause.edu/educause-wiki-site/itsm>.

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Visit the ITSM wiki<https://sites.google.com/a/educause.edu/educause-wiki-site/itsm>.


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Visit the ITSM wiki at https://sites.google.com/a/educause.edu/educause-wiki-site/itsm.