Developing a Service Catalog for Higher Education Information Technology Services
-
Upload
andrew-lyons -
Category
Technology
-
view
79 -
download
0
Transcript of Developing a Service Catalog for Higher Education Information Technology Services
Developing a Service Catalog for Higher
Education Information Technology Services
Andrew H. Lyons Hobart and William Smith Colleges
[email protected] Geneva, NY
Introduction
Provide better service with a service catalog
Meet customer needs
Easy and quick
Take action
Continue ITIL implementation
Situation
Old IT Services site
Lots of massed
information
Organized by
technology
Complex structure
Redundant content
and links
Situation
Customer needs
Access information when they want it
Take action
Instructions
Request submission
Know what to expect
Problem
Old IT Services site ≠ Customer needs
Proposal
Rebuild the IT Services Web site
Simplify layout, organization, wording
Get rid of dead weight (redundancy, orphans)
Focus on customer needs
What services we provide
How to request the services or get instructions
Where to get help
Plan
Scale
Product
Technology
Features
People
Team
Input from users and IT department
Plan
Priorities
Customer-oriented
Simple organization
Searchable
Actionable
Regular language (not jargon)
Internal
Consistency
Set expectations
Plan
Timeline
Hard deadline for launch
Define phase goals,
documents, and
milestones
Set schedule
Phase Task Days
Planning 25
1Determine services and
categorization80
2
Define and document
services with service level
agreements
50
3aDesign service catalog
and templates20
3bBuild catalog from content
and templates20
3cTest catalog release
candidate5
3d Initial launch 2
4Review response, edits,
plan new content50
5Review effectiveness and
plan development50
Preparation
Services
Collect, review, cull, add
Template for
standardized definitionsService Name:
Summary (what you get):
Services included:
Prices:
When customer receives it:
What is not included:
Related information:
Where/how to request this service:
Where are requests routed?
Preparation
Categories: How to
group services
By technology with user-
friendly names?
Too many and still
complex
Questions customers
might ask?
Too long and too many
Simply the kind of need
Do somethingShow a film, record A/V, install anti-virus software, ship a package, reset password…
Need somethingNetwork folder access, equipment loan, new e-mail address…
Fix a problemRequest immediate help
Get informationPolicies, instructions…
Buy somethingComputer repair (prices), print credits, software, computers (specifications)…
Work in ITJobs list
Offer an idea/ask a questionNone of the above
Creation
Build services from template
Forms
Always available (no hours)
Standardize information captured
Flexible input on one page
Forms
Execution
Partnered with Communications
Tweaks
Instructions
General informational content
Link to service request database
Result
Increase in traffic
Improved information in requests for services
Increase in customer satisfaction
Decrease in call volume
Result
Result
Finished?
Feedback
Continual Development
Edit, add, remove
Service level agreements
Future Plans
Database/CMS-driven dynamic content
Role-based authentication to available services
Automated approval process