Service Taxonomy Essentials

Who Are the Customers?

What Are the Services?

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Speaker Bios

DON CASSON, CEO, EVERGREEN SYSTEMS

Don has led Evergreen Systems since its founding in 1997. Over the years he has spoken at conferences, authored white papers and been interviewed for numerous industry periodicals.

Contact: dcasson@evergreensys.com

JEFF BENEDICT, ITSM PRACTICE MANAGER, EVERGREEN SYSTEMS

Jeff manages the ITSM practice at Evergreen and has worked with ITSM tools for 15+ years.Jeff is an active contributor to the Evergreen Blog and Twitter. (twitter.com/JeffSBenedict)

Contact: jeff.benedict@evergreensys.com

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Today’s Agenda

• About Evergreen

• Who are the Customers…What are the

Services?

• Evergreen’s User-Centric Self-Service Portal /

Catalog (built on ServiceNow)

• Possible Next Steps / Q&A

• 80-person U.S. IT Consulting Firm

• Worked with hundreds of Mid-Market,

Fortune 1000 Companies and Public Sector

Organizations

• Full lifecycle firm with deep ITSM / ITIL

transformation experience

• One of Top 5 ServiceNow U.S. partners

• Primary Focus – “Customer-Centric IT

Service Management”

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About Evergreen Systems

Sample ClientsQuick Facts

What About the Customer?

Evolving…

IT’s Value

Customer Experience

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IT Service Coordination Is Hard

• A lot of complex,

individual activities

• Joined together

• Delivered consistently

• By many operating units

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What the Customer Expects

beautiful

simple

complete

predictive

leading

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And To Add Just a Little More Complexity…

Customer Experience

Execution Effectiveness

Governance & Accountability

Design From the Customer In,

Not IT Out

Design Management Needs

In From The Start

Build for the Providers Too

or It Will Not Work

Customers

ProvidersManagers

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The Good News

• You are doing it today

• We are not creating anything new

• Whatever we can simplify and automate

should be an improvement

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Who Is the Customer?

• Everyone has

customers

• And those customers

have customers

• In IT we can have a

variety of types of

customers

Consumer

Network Technician Programmer

Line of Business

Managers

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What Are the Services?

• Everyone offers services

• Whatever we deliver as an

outcome to a requester is a

service

• Our services can be part of

another service

CRM server

CRM system training

Sales call!

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What Makes Up a Service?

Provide the customer

enough information to

make a self-service

determination…

• Name & description

• Fit for my use

• Who can request it

• Cost

• Quality

• Delivery time

• How to request it

• Service owner

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Attributes of a Service Taxonomy

Classification of things – often

from general to specific

Generally organizes things

into groups

Includes the principles

underlying the classification

Parts of a whole

Parent - child relationship can

be multi-parent

A Service Taxonomy is the practice and

science of classification of services

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Broad Service Taxonomy

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Line of Business & Shared Services Taxonomy

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IT Services Taxonomy

Labels are for the

Customers

Framework is for

the Providers

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IT Services Taxonomy

Labels are for the

Customers

Framework is for

the Providers

Services “hang”

off Framework

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Organizing & Managing Customers

Focus on IT’s customers

Create a beautiful, basic Customer Service Portal

Build Service Taxonomy v1.0

Focus on IT as the customer

Consider a Shared Services “pilot” customerExtend Service Taxonomy & Customer Service Portal functionality

Establish customer sat feedback mechanism

Focus on Shared Services as the customer

Consider Line of Business services “pilot” customer

Extend Service Taxonomy & Customer Service Portal functionality

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Organizing & Managing Services

Define initial Customer Portal services, requests, incident / help

Focus on top 5 - 10 IT customers’ common needs, hand build services & publish in Catalog

Set and publish SLA / OLAs for 1st services

Draft Service Design Package v1.0

Populate Service Taxonomy with initial services

Track services as CIs in CMDB – begin mapping services to apps, use a component approach, create basic service pricing approach

Create Service Portfolio – Services Lifecycle Factory

Put Demand Management w/ self-service portal into use, define Governance process, including Service Owners & Managers

Create 2nd round of customer-facing IT services, 1st round internal IT services – publish in Catalog

Automate / optimize 1st round of services, consider pilot for Shared Services

Extend delivery management (SLA) & customer rating mechanisms

Extend CMDB mapping downward, consider automated application mapping, refine and apply costing approach

Define initial Shared Services customer offerings

Create 3rd round customer IT services, 2nd round IT internal services, 1st round shared services – publish in Catalog

Refine Service Portfolio process – consider extending into a full PPM management process

Automate back-end service delivery for customer and IT internal – IT services

Extend CMDB & Event Management into Service Health Monitoring solution

3-Phase Customer-Centric Services Road Map

Employee Self-

Service Portal Service CatalogFulfillment

Automation

Demand Build Manage Retire

Services Taxonomy Services Health

Services Lifecycle Factory

CMDB

Customer

sees…

IT sees…

Costing

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Evergreen’s Employee Self-Service Portal / Catalog

POWERED BY SERVICENOW

One-Day,

Private Service

Catalog Workshop

$3,950

Demo our “Metro

Style” End-User Portal

yourself!

Possible Next Steps?

http://www.evergreensys.com

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See how our graphical

Service Taxonomy

designer works

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• Questions?

• Thank you for your time.

Wrap-Up