Boost your ITSM maturity with a service catalog
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View the full recorded webinar here: http://forms.axiossystems.com/spalding_september_reg_en In this webinar, George Spalding, Executive VP at Pink Elephant, talks about how a service catalog can help you increase your ITSM maturity, and shares some of the secrets of a successful implementation. Joe Beighley, Business Solutions Consultant at Axios Systems, shows you how a service catalog works from the business perspective, and how IT can quickly deploy a catalog that takes strain off the service desk and releases IT resources for innovation.
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Boost your ITSM maturity with a service catalog
- 1. Axios Systems Webinar Blog.axiossystems.com @Axios_Systems Axios on LinkedIn im@axiossystems.com George Spalding Executive Vice President Pink Elephant Joe Beighley Business Solutions Consultant Axios Systems “Boost your ITSM maturity with a Service Catalog” #ITSMmaturity 1 The Webinar will start shortly
- 2. POLL Q1. What day of the week do you prefer to attend a webinar? 2Axios | • Monday • Tuesday • Wednesday • Thursday • Friday
- 3. Pink Elephant – Celebrating over 20 Years Of ITIL Experience Boost Your ITSM Maturity with A Service Catalog with George Spalding Executive Vice-President Pink Elephant
- 4. POLL Q2. On a scale of 1-5, how would you rate your overall ITSM maturity level (5 being highest)? 4Axios | 1 – Ad-hoc. Occasional, not consistent, not planned, disorganized 2 – Repeatable. Intuitive, not formalized, only certain processes adopted 3 – Defined. Documented, evaluated occasionally, understood 4 – Measured. Well-managed, formal, some process automation, evaluated frequently 5 – Optimized. Continuous improvement, proactive, automated
- 5. Service Catalog © Pink Elephant, 2013 All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Cabinet Office 5 Technology Focus Customer Focus Business Focus Value Network Focus LOW HIGH Role Of IT/IS In The Organization InfluenceOnTheBusiness IT is perceived as an internal business partner IT customers are the customer of the organization IT has a single strategy and is focused on the customer, but is perceived as an external supplier IT is focused on the integration and delivery of end- to-end IT services (business solutions) IT is focused on technology, infrastructure and applications are treated as separate and largely unrelated domains Service Focus The Changing Maturity Levels For IT
- 6. Service Catalog © Pink Elephant, 2013 All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Cabinet Office The Service Catalog The Service Catalog is the Key Enabler in transforming to a Service-Centric, Customer-Focused Model for IT The Service Catalog is the Key Enabler in transforming to a Service-Centric, Customer-Focused Model for IT
- 7. Service Catalog © Pink Elephant, 2013 All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Cabinet Office Natures Of The Service Catalog
- 8. Service Catalog © Pink Elephant, 2013 All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Cabinet Office Views Into The Service Catalog Service Catalog End User • What services can I buy? • What does this include? • When will I get it? Service Level Manager / IT View • What services do I offer? • What levels are available? • What are my key metrics? Business Customer • What services am I using? • What levels am I receiving? • What is my IT spend?
- 9. Service Catalog © Pink Elephant, 2013 All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Cabinet Office Business Customer Business Customer View of The Service Catalog – Sample
- 10. Service Catalog © Pink Elephant, 2013 All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Cabinet Office What Is An IT Service? “A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.” (ITIL) Fulfills one or more needs of the customer Supports the customer’s business objectives Is perceived by the customer as a coherent whole
- 11. Service Catalog © Pink Elephant, 2013 All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Cabinet Office 11 What Customers Want? “People do not want quarter-inch drills. They want quarter-inch holes” Professor Emeritus Theodore Levitt, Harvard Business School
- 12. Service Catalog © Pink Elephant, 2013 All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Cabinet Office 12 Steps For Defining IT Services When adding a new service or when changing a service, you should follow these steps: 1. Define major Business Functions & Processes 2. Define facilitating/enabling IT Services 3. Map IT Systems to IT Services 4. Map IT Components to IT Systems (CMDB) 5. Develop Service Offerings 6. Define Service-Based costing (Option?) © Van Haren Publishing. Adapted from Defining IT success through the Service Catalog 2.1, pgs 22-33
- 13. Service Catalog © Pink Elephant, 2013 All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Cabinet Office 13 Business Service Management Requirements/demand: Utility: Name, description, purpose, impact, contacts Warranty: Service levels, targets, service hours, assurance, responsibilities Assets/resources: Systems, assets, components Assets/capabilities: Process, supporting targets, resources Assets/capabilities: Resources, staffing, skills Composition Of A ServiceBusinessViewTechnicalView Business Service Business process 1 Business process 2 Business process 3 IT Services SLAs/SLRs including cost/price Data SuppliersSupport teams Support services OLAs contracts Applications IT processes Infrastructure Environment Service Policy/strategy governance compliance © Crown copyright 2007 Reproduced under license from OGC. Based on Figure 3.2 Service Design, page 24
- 14. Service Catalog © Pink Elephant, 2013 All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Cabinet Office Service Unit 3 External Business Unit A External Supplier Business Unit D Service Unit 4 Embedded IT Business Unit A Business Unit C Business Unit B Business Units Value Service Network Service Ecosystem Service Unit 1 Service Unit 2 Shared IT Services 3 Service Supplier Types Service X Service Z Service Y Service W Dedicated Service Shared Service Outsourced Service Service Catalog
- 15. Service Catalog © Pink Elephant, 2013 All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Cabinet Office Service Offerings Or Bundles The creation of a service offer or bundle refers to the bundling together of complementary services based on typical usage pattern that together provide a value added offering
- 16. Service Catalog © Pink Elephant, 2013 All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Cabinet Office The Service Catalog and SLA Structures Service Catalog SLASLA SLASLA SLASLA SLASLA Options Targets Levels Default Cust. 1Cust. 1 Cust. 2Cust. 2 Cust. 3Cust. 3 Cust. 4Cust. 4 SLA 1SLA 1 SLA 2SLA 2 SLA 3SLA 3 Cust. 2Cust. 2 Cust. 5Cust. 5 Cust. 6Cust. 6 Cust. 7Cust. 7 Cust. 3Cust. 3 Cust. 4Cust. 4 Cust. 1Cust. 1 Cust. 8Cust. 8 16
- 17. Service Catalog © Pink Elephant, 2013 All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Cabinet Office 17 Key Elements of A Service Catalog Identifies all the services offered Should reflect the default levels of service that would work for 75% - 80% of your organization This becomes a master SLA that allows for different levels of service to be driven from the default levels of service Doesn’t require an SLA for each customer Easier to update and maintain than separate SLA’s Accessible by the customer Non-technical document Includes a glossary of terms
- 18. Service Catalog © Pink Elephant, 2013 All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Cabinet Office 18 ROLES: Service Catalog Management & Customer Engagement Service Owner Service Level Manager (Business Relationship Manager) Monthly Service Report to Customer Customer Business Application Services Infrastructure/ Technical Services Professional Services ServiceCatalog Service Manager SCM Process Owner Service Information & Requests Product Managers Service Catalog Manager SLM Process Owner
- 19. POLL Q3. On a scale of 1-5, how do you think your business would rate your IT org in providing quality, timely support (5=highest) 19Axios | 1 – Ad-hoc. Occasional, not consistent, not planned, disorganized 2 – Repeatable. Intuitive, not formalized, only certain processes adopted 3 – Defined. Documented, evaluated occasionally, understood 4 – Measured. Well-managed, formal, some process automation, evaluated frequently 5 – Optimized. Continuous improvement, proactive, automated
- 20. Service Catalog © Pink Elephant, 2013 All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Cabinet Office 20 Thank You g.spalding@pinkelephant.com
- 21. Boost your ITSM maturity with a Service Catalog Thursday 12th September 21 Joe Beighley Senior Solutions Consultant Axios Systems 21 Axios |
Editor's Notes
- © 2001 Pink Elephant Inc. All rights reserved.
- © 2001 Pink Elephant Inc. All rights reserved.
- @title: The other is about the nature and purpose. Some think it’s a listing of what IT does, like a paper menu. But it’s no more a than our Constitution is a paper document. The catalo organizes and defines the IT organization. It defines who you are. Defines rights and obligations. Offers and Requests. Let’s talk about the 3 natures of the service catalog. [read bullet] Like the US constitution the catalog defines us, our mission, our charter, who IT is as a resource to our customers.; it establishes what we value and how we organize ourselves to deliver on those values. Let’s use another service organization as an example: the restaurant. Are you a 4 star restaurant? Or a fast food place? A local bar? Either one is ok, but we should know before we publish the menu? So if the catalog is like a menu, remember that the menu is the key organizing document of a restaurant. It defines the type of restaurant, what ingredients we buy, who we hire to cook, whether we have cashier and fry stations or maitre’d, someliers, waiters, chefs. It certainly drives our prices! I see some organizations wanting to pay fast food prices for 4 star service. I see some IT organizations putting caviar on top of everything even if the customer can’t pay for it. So the menu is not a piece of paper, it sets expectations, helps the customer choose, and drives the organization structure. 2) Second, the catalog needs to be actionable. This means it needs to be useful in the moment of truth. What is that moment of truth? When the user needs a service, and they was what is it? Is it for me? How do I get, how long will it take? What will it cost? Or When the executive needs to plan and budget. A listing of applications doesn’t work. It’s like wanting to eat a fine meal, and getting a list of ingredients, no price, no costs. And by the way, the ingredients? Just what’s in the fridge, That’s not a catalog. 3) Finally, it should enable governance. Big word, straight forward issues. What services and at what level should they be provided? How are these paid, by whom, when and how much? Who is entitled to what services? How are services requested, approved, brought into operations. How are new services funded? This is where we depart from the service catalog as a concept and need to think of the functions, roles and processes. This is where we need the front office shows up.
- This is the executive business customer perspective. They see the portfolio of available services with their own view of the Service Catalog This view has both service offerings and service agreements. Service offerings are packages such as app hosting, SAP financial services, desktop computing – that are made up of specific IT services provided by the IT silos like messaging, telco, storage, etc. And they have service agreements and invoices for these service offerings, with the ability to forecast demand and manage budgets. Let’s see how this structure gets used in a real life case study.
- Notes: Service Delivery, Service Level Management, Page 33 Section 4.4 Implementing the process Section 4.4.1 Product a Service Catalogue, raises the question of What is a Service? The slide takes the definition from the book. A ‘service’ can be made up of other ‘services. IT staff often confuse a ‘service’ as perceived by the Customer with an IT system. The Service Catalogue may define a hierarchy of services, qualifying business service/infrastructure service/network service/application service. The Catalogue may be a matrix.
- © 2001 Pink Elephant Inc. All rights reserved.
- © 2001 Pink Elephant Inc. All rights reserved.