Boost your ITSM maturity with a service catalog

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George SpaldingExecutive Vice PresidentPink Elephant

Joe BeighleyBusiness Solutions ConsultantAxios Systems

“Boost your ITSM maturity with a Service Catalog”

#ITSMmaturity

1

The Webinar will start shortly

POLL Q1. What day of the week do you prefer to attend a webinar?

2Axios |

• Monday• Tuesday• Wednesday• Thursday• Friday

Pink Elephant – Celebrating over 20 Years Of ITIL Experience

Boost Your ITSM Maturity with A Service Catalog

withGeorge Spalding

Executive Vice-PresidentPink Elephant

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, disorganized2 – Repeatable. Intuitive, not formalized, only certain processes adopted 3 – Defined. Documented, evaluated occasionally, understood4 – Measured. Well-managed, formal, some process automation, evaluated frequently5 – Optimized. Continuous improvement, proactive, automated

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

Infl

ue

nce

On

Th

e B

us

ines

s

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

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


Natures Of The Service Catalog


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?


BusinessCustomer

Business Customer View of The Service Catalog – Sample


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


What Customers Want?

“People do not want quarter-inch drills.

They want quarter-inch holes”Professor Emeritus Theodore Levitt, Harvard Business School


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© Van Haren Publishing. Adapted from Defining IT success through the Service Catalog 2.1, pgs 22-33


Business ServiceManagement

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 ServiceB

usin

ess

Vie

wTech

nic

al V

iew

Business Service

Businessprocess 1

Businessprocess 2

Businessprocess 3

IT Services

SLAs/SLRsincludingcost/price

Data

SuppliersSupportteams

Supportservices

OLAscontracts

Applications

ITprocesses

Infrastructure

Environment

Service

Policy/strategygovernancecompliance

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


Service Unit 3

ExternalBusiness

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 WDedicated

Service

SharedService

OutsourcedService

Service Catalog


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


The Service Catalog and SLA Structures

Service CatalogSLASLA

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


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


ROLES: Service Catalog Management & Customer Engagement

Service Owner

Service Level Manager(Business

Relationship Manager)

MonthlyService

Report toCustomer

Customer

Business Application

Services

Infrastructure/ Technical

Services

Professional Services

Serv

ice C

ata

log

ServiceManager

SCM Process Owner

Service Information& Requests

Product Managers

Service CatalogManager

SLMProcess Owner

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, disorganized2 – Repeatable. Intuitive, not formalized, only certain processes adopted 3 – Defined. Documented, evaluated occasionally, understood4 – Measured. Well-managed, formal, some process automation, evaluated frequently5 – Optimized. Continuous improvement, proactive, automated


Thank You

[email protected]

mailto:[email protected]

Boost your ITSM maturity with a Service CatalogThursday 12th September

21

Joe Beighley Senior Solutions Consultant

Axios Systems

21Axios |

Boost your ITSM maturity with a service catalog

Technology

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