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(Brian(Flora(

(Developing(a(Service(Catalog(>(The(Strategies(to(Make(it(Work!((

(

Service Catalog: !8 Step practical approach !

Presented By !Brian Flora, CSM, ITIL Expert, ISO 20000!

ITIL$®$is$a$Registered$Community$Trade$Mark$of$the$Office$of$Government$Commerce$and$is$Registered$in$the$U.S.$Patent$and$Trademark$Office.$

Copyright$2012$Beyond20,$LLC,$All$Rights$Reserved$

Brian&Flora,&ITIL&Expert,&CSM,&ISO&20k&Lead&Auditor&

Principal,$BEYOND20$&

BEYOND20&&

•  ConsulNng,$Assessments,$Training$$$$$$$$

Introduc>on&

Copyright$2012$Beyond20,$LLC,$All$Rights$Reserved$

Overview&

!Service Catalog: !•  Defined!•  Business Case!•  Implementation !

!!

Copyright$2012$Beyond20,$LLC,$All$Rights$Reserved$

!Database!or!structured!document!with!informa3on!about!all!live!IT!services,!including!those!available!for!deployment!$Purpose:$$Single$source$of$consistent$informaNon$regarding$agreed$upon$services$Goal:$$Produce$and$maintain$detailed$catalog$of$services$$Two$types$of$services:$

1.  CustomerQfacing$services$(Business$Service$Catalog)$•  Deliverables$/$Prices$/$Contacts$

2.  SupporNng$services$(Technical$Service$Catalog)$•  $Interfaces/Dependencies$$

Service&Catalog&E&Defined&

Copyright$2012$Beyond20,$LLC,$All$Rights$Reserved$

Service&Catalog&–&The&Business&Case&

!•  Improved Partnership!•  Supports implementation!•  Business-oriented services!•  Focus on business outcomes !•  Organize IT to deliver!

•  Enables Financial !Management !•  Support cost-modeling!•  Track service utilization!•  Forecast costs !

Copyright$2012$Beyond20,$LLC,$All$Rights$Reserved$

1.  IdenNfy$and$Categorize$Stakeholders$2.  Define$Lines$of$Service$3.  Create$Catalog$Template$$4.  Define$and$Categorize$Services$5.  Map$Services$to$Customers$$6.  ID$Underpinning$Agreements$7.  Define$KPIs$and$Metrics$8.  Process$IntegraNon$&$CSI$

Service&Catalog&Implementa>on&

Copyright$2012$Beyond20,$LLC,$All$Rights$Reserved$

1.  ID$Process$Owner$$2.  Customers$$3.  Decision$Makers$4.  Suppliers$5.  RACI$VS$$

Step&1:&&Iden>fy&&&Categorize&Stakeholders&

Copyright$2012$Beyond20,$LLC,$All$Rights$Reserved$

RACI$VS&$& Service$Catalog& Service$DefiniNon& SLM& Recourse$AllocaNon& Pricing&Process$Owner& A/R& I& A& I& I&Customer& I& C/V& C/I& I& I&Service$Mgr& I& C/I& R/V& A/R& R/V&Business$Mgr& C/S& A/S& C/S& I& A/R/S&IT$Manager& I& R& I& C/I& C/I&Supplier$(s)& C& C/I& R/I& R& C/I&

Examples:$1. Resource$Management$Services$2. OperaNonal$Management$/$Support$Services$3. Service$TransiNon$Support$Services$4. SoluNon$Design$and$Build$Services$5. Strategy$and$Control$Services$6. IT$Business$Support$Services$

Step&2:&&Define&Lines&of&Service&

Copyright$2012$Beyond20,$LLC,$All$Rights$Reserved$

Step&3:&&Create&Catalog&Template&

Copyright$2012$Beyond20,$LLC,$All$Rights$Reserved$

Describe$services$using$a$standard$service$descripNon$template$Should$be$common$across$all$services$defined$

$BEYOND20!

Service Catalog Template!

Service&Name& Line&of&Service& Service&Descrip>on&Service&

Type&

Suppor>ng&

Services&

Business&

Owner(s)&

Business&

Unit(s)&

Business&

Contact(s)&

Service&

Owner&

Service&Level&

Agreement&

Service&

Hours&

Service&

Reports&

Service&

Reviews&Pricing?&

Service&1& && $$ $$ $$ $$ $$ $$ $$ $$ $$ $$ $$ $$

Service&2& && $$ $$ $$ $$ $$ $$ $$ $$ $$ $$ $$ $$

Service&3& $$ $$ $$ $$ $$ $$ $$ $$ $$ $$ $$ $$ $$

Service&4& && $$ $$ $$ $$ $$ $$ $$ $$ $$ $$ $$ $$

Service&5& && $$ $$ $$ $$ $$ $$ $$ $$ $$ $$ $$ $$

Service&6& && $$ $$ $$ $$ $$ $$ $$ $$ $$ $$ $$ $$

Service&7& && $$ $$ $$ $$ $$ $$ $$ $$ $$ $$ $$ $$

Service&8& && $$ $$ $$ $$ $$ $$ $$ $$ $$ $$ $$ $$

Service&9& && $$ $$ $$ $$ $$ $$ $$ $$ $$ $$ $$ $$

Service&10& && $$ $$ $$ $$ $$ $$ $$ $$ $$ $$ $$ $$

Define&

1.  Ask$Customers$$“What$services$do$you$use?”$

2.  VBF/BIA/ITSCM$Plan$3.  Lines$of$Service$

Categorize&

1. Customer$Facing$2. SupporNng$/$Technical$

Step&4:&&Define/Categorize&Services&

Copyright$2012$Beyond20,$LLC,$All$Rights$Reserved$

1.  Key$to$idenNfying$priority$2.  VBF/BIA$discussions$etc…$3.  Customer$Relevant$Views$

Step&5:&&Map&Services&to&Customers&

Copyright$2012$Beyond20,$LLC,$All$Rights$Reserved$

Service$Customer$

Financial$Capital$

Asset$Types$CapabiliNes$

Resources$

InformaNon$

Knowledge$

Processes$

OrganizaNon$

Infrastructure$

Management$

ApplicaNon$

People$

Step&6:&&ID&Underpinning&Agreements&

Copyright$2012$Beyond20,$LLC,$All$Rights$Reserved$

SLA$OLA$ UC$

External$Suppliers$

Internal$Suppliers$

Service$Level$Management$

Customers$

Supplier$Management$

Copyright$2012$Beyond20,$LLC,$All$Rights$Reserved$

CSF:&

•  Accurate$and$Complete$Service$Catalog$•  Business$awareness$of$service$offerings$•  IT$awareness$of$services$(customer$/$supporNng)$•  IT$awareness$of$technology$supporNng$services$

KPI:&

•  #$services$defined,$agreed,$recorded$and$managed$

•  #$variances$detected$with$the$“realQworld”$

Step&7:&&Define&KPIs&and&Metrics&

Copyright$2012$Beyond20,$LLC,$All$Rights$Reserved$

$$$$

Step&8:&&Process&Integra>on&and&CSI&

Copyright$2012$Beyond20,$LLC,$All$Rights$Reserved$

•  Service$Catalog$Policy$$

•  SC$Management$(accuracy$/$detail)$•  New$or$ReNred$Services$$

•  Change$Management$(CI)$•  RFCs$for$changes,$etc.$$

$•  Request$Fulfillment$

•  Tool$integraNon$$

Copyright$2012$Beyond20,$LLC,$All$Rights$Reserved$

Copyright$2012$Beyond20,$LLC,$All$Rights$Reserved$

Copyright$2012$Beyond20,$LLC,$All$Rights$Reserved$

ITIL$®$is$a$Registered$Community$Trade$Mark$of$the$Office$of$Government$Commerce$and$is$Registered$in$the$U.S.$Patent$and$Trademark$Office.$

Copyright$2012$Beyond20,$LLC,$All$Rights$Reserved$

Next&Steps&

•  Service&Catalog&Workshop&

•  Onsite,$private$working$session$•  2$days$•  16$PDUs$

$$

$$$$

Want&to&know&more?&

Copyright$2012$Beyond20,$LLC,$All$Rights$Reserved$

ITIL Foundations – 24 PDUs !•  July 28-30: Fairfax, VA !•  Aug 18-20: Washington, DC (MetroCenter)!

!ITIL Service Strategy !24 PDUs!•  August 4-6: Washington, DC (MetroCenter)!!ITIL Operational Support & Analysis !36 PDUs!•  Sept 8-11: Fairfax, VA!

Brian Flora, CSM, ITIL v3 Expert!!

Phone: (202) 904-2497!Email: brian.flora@beyond20.com !

Twitter: @Beyond20!