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The Service Catalog

Cornerstone of Service Management



                      with
               George Spalding
            Executive Vice-President
                Pink Elephant


    Pink Elephant – Celebrating over 20 Years Of ITIL Experience
The Changing Role For IT

  HIGH
   Influence On The Business




                                                                                                 IT customers are the customer of
                                            Value Network Focus                                  the organization


                                                                                      IT is perceived as an internal
                                           Business Focus                             business partner

                                                                            IT has a single strategy and is focused on the
                                        Customer Focus                      customer, but is perceived as an external
                                                                            supplier
                                                                      IT is focused on the integration and delivery of end-
                                     Service Focus                    to-end IT services (business solutions)

                                                                 IT is focused on technology, infrastructure and applications are
  LOW
                                Technology Focus                 treated as separate and largely unrelated domains


                               Role Of IT/IS In The Organization


                                                   © Pink Elephant, 2012 All Rights Reserved.
Service Catalog & Request Fulfillment              ITIL® is a Registered Trade Mark of the UK Cabinet Office                        2
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




                                              © Pink Elephant, 2012 All Rights Reserved.
Service Catalog & Request Fulfillment         ITIL® is a Registered Trade Mark of the UK Cabinet Office
What Customers Want?




                                        “People do not want quarter-inch drills.
                                            They want quarter-inch holes”
                                                   Professor Emeritus Theodore Levitt, Harvard Business School




                                                   © Pink Elephant, 2012 All Rights Reserved.
Service Catalog & Request Fulfillment              ITIL® is a Registered Trade Mark of the UK Cabinet Office     4
The Service Catalog




                             The Service Catalog is the Key Enabler in transforming to a
                             The Service Catalog is the Key Enabler in transforming to a
                                  Service-Centric, Customer-Focused Model for IT
                                  Service-Centric, Customer-Focused Model for IT


                                             © Pink Elephant, 2012 All Rights Reserved.
Service Catalog & Request Fulfillment        ITIL® is a Registered Trade Mark of the UK Cabinet Office
Views Into The Service Catalog


                                        Business Customer
                                        •   What services am I using?
                                        •   What levels am I receiving?
                                        •   What is my IT spend?
                                                                                                                   Service Level Manager / IT View
                                                                                                                   • What services do I offer?
                                                                                                                   • What levels are available?
                                                                                                                   • What are my key metrics?



                                                                   Service Catalog

                                        End User
                                        •   What services can I buy?
                                        •   What does this include?
                                        •   When will I get it?



                                                       © Pink Elephant, 2012 All Rights Reserved.
Service Catalog & Request Fulfillment                  ITIL® is a Registered Trade Mark of the UK Cabinet Office
Business Customer View of
  The Service Catalog – Sample




         Business
         Customer




                                        © Pink Elephant, 2012 All Rights Reserved.
Service Catalog & Request Fulfillment   ITIL® is a Registered Trade Mark of the UK Cabinet Office
Composition Of A Service

                             Business Service                                     Business Service
                             Management
                                                                                    Business                       Business                 Business
                                                                                    process 1                      process 2                process 3
                             Requirements/demand:

                                                                       IT Services                                                                      Policy/strategy
                                                                                                                                                         governance
                                                                                                                                                         compliance
                             Utility:
                             Name, description,                                                                   Service
                             purpose, impact, contacts

                             Warranty:
                             Service levels, targets,                                                                                                   SLAs/SLRs
                             service hours, assurance,                                                                                                   including
                             responsibilities                                                                                                           cost/price
        we V s s e n s u B




                             Assets/resources:
                    i




                                                                                                     Infrastructure           Environment        Data      Applications
                             Systems, assets,
                             components
          i




                             Assets/capabilities:
                             Process, supporting                        OLAs              Support                                                                IT
                                                                      contracts           services                                                           processes
                             targets, resources


                             Assets/capabilities:
        we Vl aci n hc e T




                                                                      Support             Suppliers
                             Resources, staffing, skills               teams


                                         © Crown copyright 2007 Reproduced under license from OGC. Based on Figure 3.2 Service Design, page 24

                                                                      © Pink Elephant, 2012 All Rights Reserved.
Service Catalog & Request Fulfillment                                 ITIL® is a Registered Trade Mark of the UK Cabinet Office
                                                                                                                                                                          8
          i
Value Service Network
                                                       Service Ecosystem
                               Business                                                                    Shared IT
                                Units                                                                      Services

                                                                                                                             3 Service Supplier
                              Business                                                                     Service
                                                         Service W                                                                Types
                               Unit A     Dedicated                                                         Unit 1
                                           Service


                              Business                                                                     Service
                               Unit B                    Service X                                          Unit 2
                                           Shared
                                           Service                                                                            External
                                                                                                                              Supplier
                              Business
                               Unit C                                                                                     External
                                                         Service Y                                       Service
                                                                                Outsourced                                Business
                                                                                 Service                  Unit 3
                                                                                                                           Unit A


                                                         Service Z
                              Business                                                                   Service       Embedded IT
                               Unit D                                                                     Unit 4



                                             Service Catalog
                                                      © Pink Elephant, 2012 All Rights Reserved.
Service Catalog & Request Fulfillment                 ITIL® is a Registered Trade Mark of the UK Cabinet Office
Service Catalog Management Goal

                   Ensure that a Service Catalog is produced, distributed
                    and maintained containing accurate and current
                    information on all services which are operational or
                    “live”, and are being prepared for transition to the live
                    environment.




                                        © Pink Elephant, 2012 All Rights Reserved.
Service Catalog & Request Fulfillment   ITIL® is a Registered Trade Mark of the UK Cabinet Office   10
Service Catalog

                   Identifies all the services offered
                   Should reflect the default levels of service that would
                    work for 75% - 80% of your organization
                   This Service Catalog becomes a master SLA that
                    allows for different levels of service to be driven from
                    the default or “standard” 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

                                        © Pink Elephant, 2012 All Rights Reserved.
Service Catalog & Request Fulfillment   ITIL® is a Registered Trade Mark of the UK Cabinet Office   11
Service Requests

                   Included in the Service Catalog
                   Standard Changes
                   Include a “standard” level of service
                   May not be an IT request
                   May involve a number of areas within the organization
                   Automated as much as possible
                      Approvals

                      Communications

                      Notifications & Confirmations

                      Final Status




                                        © Pink Elephant, 2012 All Rights Reserved.
Service Catalog & Request Fulfillment   ITIL® is a Registered Trade Mark of the UK Cabinet Office   12
Thank You




                                        g.spalding@pinkelephant.com




                                             © Pink Elephant, 2012 All Rights Reserved.
Service Catalog & Request Fulfillment        ITIL® is a Registered Trade Mark of the UK Cabinet Office   13

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The Service Catalog: Cornerstone of Service Management

  • 1. The Service Catalog Cornerstone of Service Management with George Spalding Executive Vice-President Pink Elephant Pink Elephant – Celebrating over 20 Years Of ITIL Experience
  • 2. The Changing Role For IT HIGH Influence On The Business IT customers are the customer of Value Network Focus the organization IT is perceived as an internal Business Focus business partner IT has a single strategy and is focused on the Customer Focus customer, but is perceived as an external supplier IT is focused on the integration and delivery of end- Service Focus to-end IT services (business solutions) IT is focused on technology, infrastructure and applications are LOW Technology Focus treated as separate and largely unrelated domains Role Of IT/IS In The Organization © Pink Elephant, 2012 All Rights Reserved. Service Catalog & Request Fulfillment ITIL® is a Registered Trade Mark of the UK Cabinet Office 2
  • 3. 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 © Pink Elephant, 2012 All Rights Reserved. Service Catalog & Request Fulfillment ITIL® is a Registered Trade Mark of the UK Cabinet Office
  • 4. What Customers Want? “People do not want quarter-inch drills. They want quarter-inch holes” Professor Emeritus Theodore Levitt, Harvard Business School © Pink Elephant, 2012 All Rights Reserved. Service Catalog & Request Fulfillment ITIL® is a Registered Trade Mark of the UK Cabinet Office 4
  • 5. The Service Catalog The Service Catalog is the Key Enabler in transforming to a The Service Catalog is the Key Enabler in transforming to a Service-Centric, Customer-Focused Model for IT Service-Centric, Customer-Focused Model for IT © Pink Elephant, 2012 All Rights Reserved. Service Catalog & Request Fulfillment ITIL® is a Registered Trade Mark of the UK Cabinet Office
  • 6. Views Into The Service Catalog Business Customer • What services am I using? • What levels am I receiving? • What is my IT spend? Service Level Manager / IT View • What services do I offer? • What levels are available? • What are my key metrics? Service Catalog End User • What services can I buy? • What does this include? • When will I get it? © Pink Elephant, 2012 All Rights Reserved. Service Catalog & Request Fulfillment ITIL® is a Registered Trade Mark of the UK Cabinet Office
  • 7. Business Customer View of The Service Catalog – Sample Business Customer © Pink Elephant, 2012 All Rights Reserved. Service Catalog & Request Fulfillment ITIL® is a Registered Trade Mark of the UK Cabinet Office
  • 8. Composition Of A Service Business Service Business Service Management Business Business Business process 1 process 2 process 3 Requirements/demand: IT Services Policy/strategy governance compliance Utility: Name, description, Service purpose, impact, contacts Warranty: Service levels, targets, SLAs/SLRs service hours, assurance, including responsibilities cost/price we V s s e n s u B Assets/resources: i Infrastructure Environment Data Applications Systems, assets, components i Assets/capabilities: Process, supporting OLAs Support IT contracts services processes targets, resources Assets/capabilities: we Vl aci n hc e T Support Suppliers Resources, staffing, skills teams © Crown copyright 2007 Reproduced under license from OGC. Based on Figure 3.2 Service Design, page 24 © Pink Elephant, 2012 All Rights Reserved. Service Catalog & Request Fulfillment ITIL® is a Registered Trade Mark of the UK Cabinet Office 8 i
  • 9. Value Service Network Service Ecosystem Business Shared IT Units Services 3 Service Supplier Business Service Service W Types Unit A Dedicated Unit 1 Service Business Service Unit B Service X Unit 2 Shared Service External Supplier Business Unit C External Service Y Service Outsourced Business Service Unit 3 Unit A Service Z Business Service Embedded IT Unit D Unit 4 Service Catalog © Pink Elephant, 2012 All Rights Reserved. Service Catalog & Request Fulfillment ITIL® is a Registered Trade Mark of the UK Cabinet Office
  • 10. Service Catalog Management Goal  Ensure that a Service Catalog is produced, distributed and maintained containing accurate and current information on all services which are operational or “live”, and are being prepared for transition to the live environment. © Pink Elephant, 2012 All Rights Reserved. Service Catalog & Request Fulfillment ITIL® is a Registered Trade Mark of the UK Cabinet Office 10
  • 11. Service Catalog  Identifies all the services offered  Should reflect the default levels of service that would work for 75% - 80% of your organization  This Service Catalog becomes a master SLA that allows for different levels of service to be driven from the default or “standard” 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 © Pink Elephant, 2012 All Rights Reserved. Service Catalog & Request Fulfillment ITIL® is a Registered Trade Mark of the UK Cabinet Office 11
  • 12. Service Requests  Included in the Service Catalog  Standard Changes  Include a “standard” level of service  May not be an IT request  May involve a number of areas within the organization  Automated as much as possible  Approvals  Communications  Notifications & Confirmations  Final Status © Pink Elephant, 2012 All Rights Reserved. Service Catalog & Request Fulfillment ITIL® is a Registered Trade Mark of the UK Cabinet Office 12
  • 13. Thank You g.spalding@pinkelephant.com © Pink Elephant, 2012 All Rights Reserved. Service Catalog & Request Fulfillment ITIL® is a Registered Trade Mark of the UK Cabinet Office 13

Editor's Notes

  1. © 2001 Pink Elephant Inc. All rights reserved.
  2. © 2001 Pink Elephant Inc. All rights reserved.
  3. 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.
  4. © 2001 Pink Elephant Inc. All rights reserved.
  5. 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.
  6. © 2001 Pink Elephant Inc. All rights reserved.