What does Enterprise mean?
For the service catalog, Enterprise means the service offering is available beyond a single service provider. In other words, the offering is available outside of a single unit or department.
The service catalog and TeamDynamix (TDX) use similar terms. Do they mean the same thing?
No. The terms service and service offering appear in TeamDynamix (TDX), however they are defined differently. We prepend ‘TDX’ to many terms to avoid ambiguity. For example, depending on the context, we will use both TDX service offering and service offering.
Who is the service provider for vended offerings?
The service provider for cloud or vendor-hosted service offerings is the campus group that brokers or provisions access to the offering. The vended offerings have components that are unique to our environment, like certain features, Illinois branding, or Single Sign-On.
Can a service offering be associated with more than one service or service category?
No. There are clearly defined lines of service with service offerings related to a service, and services should not span multiple categories. Users should be able to find the resources they need in as simple and predictable way as possible. This may require choosing the best fit for appropriate services and categories.
Drilling down through a hierarchy is only one way that a user may interact with the service catalog. The catalog portal needs to be easily searchable, which will assist users with finding relevant results and removes the need to have offerings associated with more than one category.
What about service offerings that users may not request (e.g., Security Incident Response)?
Users benefit from several offerings they don’t request and may not know about, for compliance, convenience, and other reasons. For example, Campus Email Relays and other security measures.
In the past, the terms customer and user were used interchangeably. We need to adopt the distinction made by ITIL between customer and user. When there are requirements like compliance, the focus is on providing value to the customer (e.g., the Board of Trustees), who act in the best interest of users while fulfilling legal or other requirements.
Can a school, unit, or college have their own service catalog category?
No. We are adopting a catalog structure based on the EDUCAUSE Service Catalog model. The model is not prescriptive, and we use it to help organize services and service offerings in a way that makes sense for our campus.
Service providers that need customized TDX forms can be accommodated without violating the clear structure of the service catalog.