Section_J-Attachment_C.3_ES_IT_service_Catalog-9192016.pdf

Internal Revenue Service

Solicitation Number: TIRNO-16-R-00026

IRS Integrated Enterprise Portal 1.5 (IEP 1.5)

Section J - Attachment C.3 Information Technology (IT) Service Catalog Management Directive

September 09, 2013

Information Technology (IT) Service Catalog

Management Directive

Manual Transmittal 09102013

Purpose

This transmittal provides the Information Technology (IT) Service Catalog Management Directive.

Material Changes

This Directive provides policy and guidance for the management of an IT service in the Service Catalog.

Effect on Other Documents

N/A

Audience

This Directive is applicable to anyone who is responsible for developing a new service and/or changes to an existing service in the Enterprise IT Service Catalog.

Effective Date

This Directive is effective upon signature.

Signature

Daniel Chaddock

ACIO, Enterprise Services Date

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Change History – Service Catalog Management Directive

Version Number

Version Date (mm/dd/yyyy)

Change Description/Purpose

Figure, Table, or Paragraph Number

A M D

Title or Brief Description

V0.1 07/31/2012 All A Initial Draft

V0.2 08/10/2012 Page 2

M Updated Table of Contents Expanded Figure 2 – Abbreviations and Acronyms

V0.3 09/19/2012 Signature Page M Removed reference to IPM Template in title Corrected type in Audience section

V1.0 09/10/2013 All

M Finalize documentation; spell check; cleaned up format; updated signature page; added glossary and acronyms Modified #4 Mandates section Updated #5 Waiver section

A - ADDED M - MODIFIED D - DELETED

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Table of Contents

1. ADMINISTRATION

2. PURPOSE OF DIRECTIVE

3. SCOPE

4. MANDATES

5. WAIVERS AND DEVIATIONS

6. CMMI, ITIL, PMI COMPLIANCE

7. DEFINITIONS, REFERENCES

7.1 DEFINITIONS

7.2 REFERENCES

8. AUTHORITY AND REFERENCE DOCUMENTS

APPENDIX A: GLOSSARY

APPENDIX B: ABBREVIATIONS AND ACRONYMS

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Table of Figures

FIGURE 1 – GLOSSARY

FIGURE 2 - ABBREVIATIONS AND ACRONYMS

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Title:

IT Service Catalog Management Directive

Version: 1.0

Supersedes: .03

1. Administration

Enterprise Services (ES), Business Relationship and Service Delivery (BRSD) is responsible for the development, implementation, and maintenance of this directive. Approval of this directive, including updates, rests with the Director, BRSD and the Associate Chief Information Officer (ACIO) for ES. All proposed changes to this document must be submitted to the Business Relationship Management (BRM) office.

2. Purpose of Directive

This directive serves as a policy for Service Catalog Management and has been created to put into place, update, maintain and manage the Enterprise Information Technology (IT) Service Catalog. The Service Catalog is a list of services with information about all live IT services, including those available for deployment. The Service Catalog is the part of the Service Portfolio published to Customers, and is used to support the sale and delivery of IT Services. The Service Catalog includes information about deliverables, prices, contact points, ordering and request processes.

3. Scope

This directive is applicable to all IT service owners involved in the lifecycle activities for the creation of a new service or change to an existing service into the Internal Revenue Service (IRS) production environment. The BRM office will coordinate with each ACIO organization to ensure only live services are entered into the Enterprise IT Service Catalog.

4. Mandates

In accordance with the Chief Technology Officer (CTO) mandate for the implementation of Information Technology Infrastructure Library (ITIL), Capability Maturity Model Integration (CMMI), and Project Management Institute (PMI), the Service Catalog Management process will provide transparency that IT is meeting its business goals and delivering benefits that facilitate business change, transformation, and growth of business processes and services.

The Service Catalog Management process will:

Develop, publish and maintain an Enterprise IT Service Catalog that encompasses a list of all live IT services being provided by the IT organization

Monitor, measure and report on the Enterprise IT Service Catalog effectiveness and instigate corrective measures whenever appropriate

Provide and improve the relationship and communication with the business and customers in conjunction with business relationship management

Align IT services to the business needs

Ensure that Service Catalog Management directives, policies and procedures are aligned with the Service Level Management (SLM) and Service Portfolio Management (SPM) directives, policies and procedures as they are developed

Communicate the Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) that are available for IT services being provided by the IT organization

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5. Waivers and Deviations

Any waivers or deviations of this Directive require written approval from the Associate Chief Information Officer, Enterprise Services.

6. CMMI, ITIL, PMI Compliance

The CMMI can be used to judge the maturity of an organization’s processes and related procedures and process assets and can be used to plan further improvements. CMMI sets the standard for the essential elements of effective and mature processes, improved with quality and efficiency.

The ITIL contains a collection of best practices, enabling organizations to build an efficient framework for delivering IT Service Management (ITSM) and ensuring that they are meeting business goals and delivering benefits that facilitate business change, transformation, and growth.

The PMI organization advances the project management profession through globally recognized standards and certifications.

This process asset is used to indicate that all artifacts are developed or acquired, incorporating CMMI, ITIL, PMI requirements, to meet the business objectives of the organization and that they represent investments by the organization that are expected to provide current and future business value to the

IRS.

7. Definitions, References

7.1 Definitions

A comprehensive Glossary is available on the Integrated Process Management (IPM) Process Asset Library (PAL).

7.2 References

The following resources are either referenced in this document or were used to create it.

ITIL Service Strategy

ITIL Service Design

ITIL Service Transition

ITIL Service Operation

ITIL Continual Service

8. Authority and Reference Documents

The following lists the regulatory documents that validate the Service Catalog Management Directive.

IPM Directive Template May 2011 Version 1.0

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Appendix A: Glossary

Figure 1 – Glossary

Term Definition

Business relationship management The process responsible for maintaining a positive relationship with customers. Business relationship management identifies customer needs and ensures that the service provider is able to meet these needs with an appropriate catalog of services. This process has strong links with service level management.

IT Service A Service provided to one or more Customers by an IT Service Provider. An IT Service is based on the use of Information Technology and supports the Customer's Business Processes. An IT Service is made up from a combination of people, Processes and technology and should be defined in a Service Level Agreement.

IT Service Management The implementation and management of Quality IT Services that meet the needs of the Business. IT Service Management is performed by IT Service Providers through an appropriate mix of people, Process and Information Technology.

IT Service Provider A Service Provider that provides IT Services to Internal Customers or External Customers.

Operational Level Agreement An agreement between an IT service provider and another part of the same organization. It supports the IT service provider’s delivery of IT services to customers and defines the goods or services to be provided and the responsibilities of both parties.

Service A means of delivering value to Customers by facilitating Outcomes Customers want to achieve without the ownership of specific Costs and Risks.

Service Catalog A database or structured Document with information about all Live IT Services, including those available for Deployment. The Service Catalog is the only part of the Service Portfolio published to Customers, and is used to support the sale and delivery of IT Services. The Service Catalog includes information about deliverables, prices, contact points, ordering and request Processes.

Service Catalog Management The process responsible for providing and maintaining the service catalog and for ensuring that it is available to those who are authorized to access it.

Service Level Agreement (SLA) An Agreement between an IT Service Provider and a Customer. The SLA describes the IT Service, documents Service Level Targets, and specifies the responsibilities of the IT Service Provider and the Customer. A single SLA may cover multiple IT Services or multiple Customers.

Service owner A role responsible for managing one or more services throughout their entire lifecycle. Service owners are instrumental in the development of service strategy and are responsible for the content

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Term Definition of the service portfolio.

Service portfolio The complete set of services that is managed by a service provider. The service portfolio is used to manage the entire lifecycle of all services, and includes three categories: service pipeline (proposed or in development), service catalog (live or available for deployment), and retired services.

Service Portfolio Management (SPM) The process responsible for managing the service portfolio. Service portfolio management ensures that the service provider has the right mix of services to meet required business outcomes at an appropriate level of investment. Service portfolio management considers services in terms of the business value that they provide.

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Appendix B: Abbreviations and Acronyms

Figure 2 - Abbreviations and Acronyms

Acronyms Definition

ACIO Associate Chief Information Officer

BRM Business Relationship Management

BRSD Business Relationship & Service Delivery

CMMI Capability Maturity Model Integrated

CTO Chief Technology Officer

ES Enterprise Services

IPM Integrated Process Management

IT Information Technology

ITIL Information Technology Infrastructure Library

OLA Operational Level Agreement

PAL Process Access Library

PMI Project Management Institute

SLA Service Level Agreement

SPM Service Portfolio Management