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An Enterprise Architecture Approach to Service Catalog Definition

By: Andrew Gianni

Enterprise Application Services

University at Buffalo

Business Capabilities

The expression or the articulation of the capacity, materials and expertise an organization needs in order to perform core functions.

IT Capabilities

IT Services

Information Technology Capability is an organization’s ability, by virtue of its IT assets and know-how, to create business value.

Examples:

Classroom Repair

Mobile Device Support

Managed Printing

Student Information System

Personnel Transaction

IT Solutions

Non-Service Product

Catalog Entries

An IT Solution is a singular or collection of products or tools and practices that supports the provisioning of an IT Capability.

Examples:

Canon SX6

iPad

Campus Mail and Print Order System

Campus Solutions

ePTF

IT Components

Configuration Items

IT Tools are specific products that can be used in combination with other IT Tools to implement an IT Solution

??? - Out of Scope

Examples:

Canon SX6 in Classroom 200

iPad with SN 12345678

The actual physical server running print accounting

A single server in the CS90PRD cluster

A single server in the myub web farm

supported by

In Product Catalog

supported by

In ITSM

Level 1 Level 2 Level 3 Product Manufacturer

Hardware Peripheral Projector SX6 Cannon

Hardware Processing Unit Tablet/PDA/Handheld iPad Apple

Software Departmental Printing Campus Mail and Print Order System UB

Software Enterprise Student Campus Solutions Oracle

Software Enterprise Personnel ePTF UB

In ITSM

In Product Catalog

In CMBD

supported by

Level 1 Level 2 Level 3

Service Instructional Services Classroom Repair

Service Consulting Mobile Device Support

Service Communication & Collaboration Managed Printing

Service Application Student Information System

Service Application Personnel Transaction

In ITSM

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