02-05-2010, 03:41 PM
Chapter 1, Introduction to service concepts in Implementing IBM Tivoli Service Request Manager V7.1 Service Catalog contains one of the clearest sets of definitions and examples of services and service requests, and the distinctions between the two, that I have encountered anywhere. Regardless of whether or not you use or intend to use the Tivoli Service Request Manager tool, this document is worth downloading and reading - at least chapter 1 is. As you go through the document you will also get a clear idea of what it takes to design, implement and manage a service catalog, regardless of which tool you ultimately use.