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We (Penn State) use the ECAR catalog almost verbatim, and we focus on what the offering is to the end user, so things like Zoom and Office365 fall into the Communication and Collaboration service category (Zoom under the Conferencing and Telephones service and Office365 under the Email and Collaboration ...

Hi Becky, That's a tough one, isn't it? I mean, by nature, you're mixing very technical offerings with non-technical offerings when dealing with an IT shop, which means that the audiences are different. I don't know if there is one answer. I'll be interested to see what others have to say. One thing ...

Since I got some request for the templates we use, I'll post them here. I'll post our SLA Template, Financial Model Template, the KPI Worksheet (not a template, just a guide), and the Operational Runbook Template (again, a guide). @Stephen Beauregard, thanks for the compliment on the documents. I'll ...

I know I'm late in posting, but I wanted to share what we're doing here (Penn State). We have a Service Standards Project (team of several people from different units) that has the goal of standardizing the enterprise-level service offerings in order to improve the operations of offerings and develop ...