Updating the Service Catalog (SD 2.1)

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Process ID	Procedure or Decision	Description	Role
SD 2.1.1	Evaluate request to review the Service Catalog	The Service Level Manager reviews the request and any relevant information to determine whether or not the request is valid. Go to SD 2.1.2 to determine whether the request is valid.	Service Level Manager
SD 2.1.2	Is the request valid?	If yes, go to SD 2.1.3 to review the Service Catalog. If no, go to SD 2.1.9 to feedback to the Customer.	Service Level Manager
SD 2.1.3	Review Service Catalog	Determine what changes may be required to the Service Catalog and SDD. The Service Owner and Customer may be involved in the review. Go to SD 2.1.4 to collate updates to the SDD and Service Catalog.	Service Level Manager
SD 2.1.4	Collate updates to SDD and Service Catalog	Compile updates to the SDD and Service Catalog. Go to SD 2.1.5 to determine whether an RFC exists.	Service Level Manager
SD 2.1.5	Does an RFC exist to update the Service Catalog?	If yes, go to SD 2.1.6 to determine whether the SLA / OLA / UC need to be revised or reviewed. If no, go to Change Logging (ST 2.1.9) to create a new Change record.	Service Level Manager
SD 2.1.6	SLA / OLA / UC Revision or review needed?	If yes, go to SD 2.9.1 to identify any agreements to be reviewed and/or revised. If no, go to SD 2.1.7 to update the Service Catalog review date.	Service Level Manager
SD 2.1.7	Update Service Catalog review date	Update the Service Catalog to show that it has been reviewed and record the next scheduled review date. Go to SD 2.1.8 to distribute documentation.	Service Level Manager
SD 2.1.8	Distribute documentation	Once the RFC to change the Service Catalog has been confirmed as successful, the new documents (including the SDD and Service Catalog) are circulated to the relevant stakeholders. The Maintain the Service Catalog process ends.	Service Level Manager
SD 2.1.9	Feedback to Customer	The customer is advised that the request to amend the Service Catalog is not valid and provided with the reason. The Maintain the Service Catalog process ends.	Service Level Manager

Process ID

Procedure or Decision

Description

Role

SD 2.1.1

Evaluate request to review the Service Catalog

The Service Level Manager reviews the request and any relevant information to determine whether or not the request is valid.

Go to SD 2.1.2 to determine whether the request is valid.

Service Level Manager

SD 2.1.2

Is the request valid?

If yes, go to SD 2.1.3 to review the Service Catalog. If no, go to SD 2.1.9 to feedback to the Customer.

Service Level Manager

SD 2.1.3

Review Service Catalog

Determine what changes may be required to the Service Catalog and SDD. The Service Owner and Customer may be involved in the review.

Go to SD 2.1.4 to collate updates to the SDD and Service Catalog.

Service Level Manager

SD 2.1.4

Collate updates to SDD and Service Catalog

Compile updates to the SDD and Service Catalog.

Go to SD 2.1.5 to determine whether an RFC exists.

Service Level Manager

SD 2.1.5

Does an RFC exist to update the Service Catalog?

If yes, go to SD 2.1.6 to determine whether the SLA / OLA / UC need to be revised or reviewed.

If no, go to Change Logging (ST 2.1.9) to create a new Change record.

Service Level Manager

SD 2.1.6

SLA / OLA / UC

Revision or review needed?

If yes, go to SD 2.9.1 to identify any agreements to be reviewed and/or revised.

If no, go to SD 2.1.7 to update the Service Catalog review date.

Service Level Manager

SD 2.1.7

Update Service Catalog review date

Update the Service Catalog to show that it has been reviewed and record the next scheduled review date.

Go to SD 2.1.8 to distribute documentation.

Service Level Manager

SD 2.1.8

Distribute documentation

Once the RFC to change the Service Catalog has been confirmed as successful, the new documents (including the SDD and Service Catalog) are circulated to the relevant stakeholders.

The Maintain the Service Catalog process ends.

Service Level Manager

SD 2.1.9

Feedback to Customer

The customer is advised that the request to amend the Service Catalog is not valid and provided with the reason.

The Maintain the Service Catalog process ends.

Service Level Manager