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Behold the incredible multi-talented

service catalogue

Steve Lawless, Purple Griffon

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“A well-defined service catalogue has multiple uses and offers multiple solutions”

“Here’s how you can get started”

30 minutes of free training and consultancy….. The rest you’ll have to pay for…

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What are we going to look at?

• For some a daunting prospect, especially for smaller organisations with limited resources

• Practical hints and tips about how to get started• How to address the challenges and guidance on reaping

the benefits of a service catalogue• Learn the starting point for building a service catalogue on

a limited budget• Takeaway a high level process document to get you started• Receive a free template, getting stated guide and

implementation roadmap

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Back to basics…..

• What is a Service?– A means of delivering value to customers

• What is a Catalogue?– A register of related items

• What is a Service Catalogue?– A single, concise source of clear, accurate and up-to-date

information about all of your live services

• What is the Service Catalogue Management process?– A way of keeping the catalogue up to date and accurate

In its basic form..

It describes…• Core Services• Supporting Services– Enhancing services– Enabling services

• Service Levels• Service Level Packages

….and their descriptions and attributes

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Multiple uses

• An ‘actionable service catalogue’ to handle automated service requests/incidents…’Self Service Portal’

• Information source as to where to place requests for services in the catalogue

• Marketing service to customers• To communicate with customers about services• Handling change proposals• Reference for service provider staff regarding service,

dependencies and interfaces• An integrated Portfolio of services

In practical terms you want a single Service Catalogue, but with as many technical and business uses as possible

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The actionable ‘self service’ catalogue

• The basis of a ‘self service’ portal - logging Incidents, Problems and Service Requests

• Catalogue your services as your customers see them…..

• Include:– A description of the service– Timeframes or service level agreed target for fulfilling the

service– Who is entitled to request/view the service– Costs (if any)– How the service will be fulfilled

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The information resource

• A Business Catalogue – describing what the service provider can do for the customer

• A Technical Catalogue – describing how IT supports business activities

• A Partitionable Catalogue – to show different views to different customers

• Linked to your Configuration data (CMS/CMDB) – to allow IT to drill down through the infrastructure

• A source of data for reporting• Describes how the business and IT can interact

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A marketing resource

• The Service Catalogue describes our actual and present capabilities

• Allows us to:– Identify new solutions for customers from existing

services– Manage upgrades– Manage updates– Up-sell to existing services– Package services and service levels

• Can even contain pricing and offers

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Communication resource

• To Customers and users– Dates for new releases– Upgrade paths– Accessing reports

• For IT– For performing Business Impact Analysis– For managing demand– For managing capacity

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Supporting change proposals and requests

• The Service Portfolio comprises…– The Service Pipeline– The Service Catalogue– Retired Services

• The Service catalogue is fed from the pipeline• Movement is initiated by Change requests

Elements of a Service Portfolio and Service Catalogue

Service Portfolio

Value proposition

Business outcomes supported

Business cases

Priorities

Risks

Offerings and packages

Cost and pricing

Service Catalogue(s)

Services

Supported levels of performance

Policies

Ordering and request

Support terms and conditions

Points of contact

Pricing and charging

Opportunity

Dependencies

Minimum requirements

© Crown copyright 2011. Reproduced with permission of Cabinet Office .

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An integrated Portfolio of services

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A source of reference

• What do we support?• Where do we support?• Who do we support?• When do we support?• What do 3rd parties support?• How is support delivered?• Why do we support?

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Getting started…Practical considerations

Practical considerations (1)

• Developing both IT, supplier and business buy-in• Develop a vision for the use of a Service Catalogue• Develop a road-map for the production of a Service

Catalogue. The Catalogue of Services may need to be agile, to meet all of the rapidly changing and on-going market requirements that your organisation may face now and in the future

• Conduct a series of exercises and activities that help to answer the major questions required to formulate a Service Catalogue plan

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Practical considerations (2)

• Defining project scope – what and who needs to be included?• Define Service Catalogue requirements - purpose, scope, key

users, interfaces, tools?• Define how you gather the required data/what already exists

and what needs to be collected?• How much information is available (and what is required for

the use of this “catalogue”)? i.e. service availability, service/SLA requirements, criticality, supplier details, technical components etc

• Document who will be using the Service Catalogue, and what will they require from it?

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Practical considerations (3)

• How do the underpinning processes currently underpin the creation of a Service Catalogue, i.e. Configuration Management (which will be highly important), Change Management, Service Level Management and others.

• Do you have a template for the catalogue? How will the information be stored and presented? i.e. spreadsheet, on-line, wiki…?

• Who will own the catalogue?• Who will maintain the catalogue?• Define how new services get into and leave the catalogue

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Suggested key stages and target achievements

Phase 1- Define

Phase 2 – Execute Proof of Concept

Phase 3 – Roll out

Phase 4 - Review

• Align to Service Strategy *• Define project scope including target

area for Proof of Concept• Define Service Catalogue requirements -

purpose, scope, key users, interfaces, tools

• Perform data gathering exercise, analyse and normalise

• Define the design/ structure of Service Catalogue

• Agree governance/ operational policies• Agree organisational support structure • Define and agree roles and

responsibilities • Draft Service Catalogue Governance

policies, processes, procedures and work instructions

• Define Service Catalogue template• Create and implement change process

to maintain the Service Catalogue• Draft Communication Plan• Define MI requirements• Create draft data migration plan for

Proof of Concept area

* Key to the successful delivery of any service improvement initiatives undertaken

• Validate Service Catalogue structure

• Implement Service Catalogue Policies, Procedures and Work Instructions and tool

• Collect data and populate Service Catalogue in line with the data migration plan

• Implement reporting suite• Identify lessons learnt and areas

for improvement• Prepare roll-out plan

• Map IT Services and components• Implement interfaces• Execute roll-out plan• Review and identify areas for

improvement

System decision and progression Process feeds into Continual Service Improvement planning

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Links to ‘Getting started with Service Catalogue Management’

and other free resources available on

www.purplegriffon.com

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Any Questions?