4 decisions for execution4 decisions for execution success

Service CatalogService Catalog

Ivanka MenkenIvanka

MenkenCEO - The Art of Service

SERVICE≠

PRODUCT

SERVICE≠

PRODUCT

IT Staff often confuse a ‘service’ as perceived by the customer with an IT system.

ITIL ® V3 - Service Design page 61

LEXUS feeling

A lot of focus on the theory

•Blogs

•Articles

•Whitepapers

•Training courses

Does your IT Group use an IT Service

Catalog?

Does your IT Group use an IT Service

Catalog?

‣ No, but I wish they did‣ Yes, Product Based‣ Yes, but too technical‣ Yes, and I love it‣ No, and I like it that

way

The Art of Service survey on 12,000 IT Professionals, 2010

New

Serv

ices

R&

D

Serv

ice C

ata

log

Reti

red

Serv

ices

ITIL & Service Catalog

New

Serv

ices

R&

D

Serv

ice C

ata

log

Reti

red S

erv

ices

Purpose

To provide a single source of consistent information on

all of the agreed service, and ensure that it is widely available to whose who are

approved to access it.

Goal:

“Manage the information contained within the Service Catalog, and to ensure that is is accurate and reflects the current details, status, interfaces and dependencies of all services that are being run, or being prepared to run in the live environment”

ITIL V3 Service Design, page 60

EVERYBODY is involved

BE CONFID

ENT IN YOUR A

BILITY TO D

ELIVER

BE CONFID

ENT IN YOUR A

BILITY TO D

ELIVER

Business Catalog

- Business Language- (pre-) Sales document

- Customer view

of EVERY live serviceor service being transitioned

into the liveenvironment

Detailscurrent status

interfacesdependencies

Technical Catalog

•The service mechanics

•Supporting services, shared services, service components and products.

•Underpins the Business Catalog

Other processes & activities

Other processes & activities

•SLM

•Supplier Management

•Technical Support Processes

•Project Management

CHANGE MANAGEMENT

What you need to What you need to know...know...

How to develop, publish, and implement your ITIL- based Service Catalog

How to define IT services quickly

Critical Success Factors and KPIs

How to maintain your Service Catalog

Challenges and risks associated with using a Service Catalog

How software tools can help and hinder Service Catalog creation and operation

Service CatalogService Catalog

FEATURES vs. BENEFITSWANTS vs. NEEDS

FEATURES vs. BENEFITSWANTS vs. NEEDS

4 decisions4 decisions

Success in business

SUCCESSSUCCESS

Strategy

PEOPLE

HR

EXECUTIONCASH

SYSTEMS

Success in IT

STRATEGY

CASH EXECUTION

PEOPLE

1111STRAGEGY

WHO ARE YOU SERVING?

The business? The business?

Or Or

the business’s business? the business’s business?

Desired outcome

•Budget

•Sales / revenue

•Staff morale / workload

•Customer Satisfaction

2222PEOPLE

People

Hire attitude - train skills

Key skills for Service Catalogue Manager:•Leadership & management skills•Interpersonal Skills•Eye for detail

Basic Skill Set

Service Catalog Manager

Produce and maintain the Service Catalogue

all services are recorded

all information is accurate and up-to-date

information is consistent with other sources

information is protected and backed up

3333CASH

$$$$$

$$$ $

BUDGET FOR SERVICE, NOT JUST PRODUCTS

4444EXECUTION

What is the current situation?

Confidence in the current IT environment

disciplinestructure

measures

reportsWhat’s next?

What’s next?

Where to start?

•Data Management

capture

ownership

storage

data integrity

CREATE

DRAFT

CATALO

G

CREATE

DRAFT

CATALO

G

DISCUSS

WIT

H

STAKE

HOLDER

S

DISCUSS

WIT

H

STAKE

HOLDER

S

CREATE

DRAFT

CATA

LOG

CREATE

DRAFT

CATA

LOG

DISCUSS

WIT

H STA

KEHOLD

ERS

DISCUSS

WIT

H STA

KEHOLD

ERS

UPDATE

CATA

LOG

UPDATE

CATA

LOG

USE C

ATALO

G FOR S

LA N

EGOTI

ATIONS

USE C

ATALO

G FOR S

LA N

EGOTI

ATIONS

Take your time

Take your time

CREATE

DRAFT

CATA

LOG

CREATE

DRAFT

CATA

LOG

DISCUSS

WIT

H STA

KEHOLD

ERS

DISCUSS

WIT

H STA

KEHOLD

ERS

UPDATE

CATA

LOG

UPDATE

CATA

LOG

USE C

ATALO

G FOR S

LA N

EGOTI

ATIONS

USE C

ATALO

G FOR S

LA N

EGOTI

ATIONS

“... the famous Business IT Alignment happens not by IT people getting savvy about business but by business getting IT'd.  Poof!

The job migrated into another job”

Rodrigo Flores, http://servicecatalogs.typepad.com/

““The art of war does not The art of war does not require complicated require complicated maneuvers; the simplest are maneuvers; the simplest are the best and common sense is the best and common sense is fundamental. From which one fundamental. From which one might wonder how it is might wonder how it is generals make blunders; generals make blunders; it is because theit is because theyy tr tryy to be to be cleverclever.”.” —Napoleon—Napoleon

Structure & Structure & disciplinediscipline

Structure & Structure & disciplinediscipline

• Triggers for the process• Process activities• KPIs• Responsibilities of all people involved

- SC Manager- SC Administrator

• Interconnection with CMDB and SLAs• Change Management

TOOLS?

•Database

•Spreadsheets

•Specialised software products

•Reporting tools

Strategic Goals / Master Strategic Goals / Master PlanPlan

Monthly Monthly ChecksChecks

Quarterly PlanQuarterly Plan

Weekly Weekly meetingmeeting

Daily updatesDaily updates

Thank You

ivanka.menken@artofservice.com.auPH: +61 7 3252 2055

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ELEARNINGhttp://theartofservice.org

INFORMATION

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