More Related Content Similar to The Service Catalog: Cornerstone of Service Management Similar to The Service Catalog: Cornerstone of Service Management (20) More from BMC Software (20) 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
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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.
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4. What Customers Want?
“People do not want quarter-inch drills.
They want quarter-inch holes”
Professor Emeritus Theodore Levitt, Harvard Business School
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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.
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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
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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.
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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.
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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
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13. Thank You
g.spalding@pinkelephant.com
© Pink Elephant, 2012 All Rights Reserved.
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Editor's Notes © 2001 Pink Elephant Inc. All rights reserved. © 2001 Pink Elephant Inc. All rights reserved. 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. 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. © 2001 Pink Elephant Inc. All rights reserved.