IT Service Catalog Taxonomy Essentials
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Service Taxonomy Essentials Who Are the Customers? What Are the Services?
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Transcript of IT Service Catalog Taxonomy Essentials
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: [email protected]
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: [email protected]
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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
