ITSM Catalog

Skills

Current State Analysis and Service Definition: Collaborate with the organization to conduct a comprehensive current state analysis of the existing service catalog and processes. Identify unmet needs pain points and opportunities for improvement to define and refine services. Gather requirements from stakeholders to outline the scope expectations and anticipated demand for each service. Service Catalog Development: Develop a comprehensive ITSM Service Catalog in ServiceNow encompassing all services offered by the organization. Provide detailed information for each service including its description purpose service owner service level targets and associated costs. SLA Definition: Define Service Level Agreements (SLAs) for each service listed in the Service Catalog. Clearly outline agreed-upon service levels response times resolution times availability targets and performance metrics aligned with business requirements and customer expectations. Future State Process Design: Design or improve processes required to deliver the services listed in the Service Catalog. Define workflows roles responsibilities and escalation paths to ensure efficient and effective service delivery adhering to best practices and industry standards such as ITIL. Documentation and Communication: Document all processes SLAs and Service Catalog information in a clear and accessible format. Develop a communication plan to inform stakeholders about the new ITSM Service Catalog SLAs and processes. Implementation and Training: Implement the new ITSM Service Catalog SLAs and processes within the organization. Provide training and support to relevant staff members ensuring they understand and can effectively utilize the new processes. Facilitate knowledge transfer and conduct training sessions as needed.

Description

We are seeking an experienced ITSM Service Catalog Consultant to join our team and lead the establishment of an IT Service Management (ITSM) Service Catalog in ServiceNow. The primary focus of this role is to define and design services, Service Level Agreements (SLAs), and the required processes to deliver those services. The successful candidate will work closely with stakeholders to conduct a current state analysis, develop a comprehensive Service Catalog, define SLAs, and design future state processes to enhance IT service delivery.

Responsibilities

• Bachelor's degree in Information Technology, Computer Science, or related field.
• Proven experience in ITSM Service Catalog design and implementation, preferably using ServiceNow or similar platforms.
• Strong understanding of IT Service Management principles and best practices, particularly in Incident, Problem, Change, and Release Management.
• Knowledge of Service Level Agreement (SLA) development and service performance measurement.
• Familiarity with ITIL or other ITSM frameworks is highly desirable.
• Excellent communication and interpersonal skills to collaborate effectively with stakeholders and team members.
• Strong analytical and problem-solving abilities to conduct current state analysis and identify improvement opportunities.
• Project management skills to lead and execute the establishment of the ITSM Service Catalog within the defined timeline.