The Service Catalogue. - Pink Elephant · • To make sure that a Service Catalogue project...

ServiceCatalogue1.1 ©PinkElephant2017unlessotherwisestated.AllRightsReserved.

TheServiceCatalogue.Mul$pleUses…Mul$plePi-alls…EasySolu$ons!

PeterHubbardSeniorITSMConsultantPinkElephantp.hubbard@pinkelephant.co.uk

ServiceCatalogue1.1 ©PinkElephant2017unlessotherwisestated.AllRightsReserved.2

•  Principal ITSM Consultant •  Worked in ITSM for almost 20 years •  Regular speaker at industry events •  Worked in all sorts of organisations, large and small •  Once pelted a co-worker with plastic balls in the name of Release

Management

Introduc8on–PeterHubbard

City of London


CommonServiceLevelAssump8ons

•  Whodoyousupport?

•  Whendoyouprovidesupport?

•  Howdoyouprovidesupport?

•  Whatdoyousupport?

…Everyone!…Always!…Thecustomer’sway!…Everything!

Un:lyouhaveaServiceCatalogueyournotdoingServiceManagement.Justabunchofprocessesthatmighthelp,asandwhen,yourpreparedtosharewiththebusinesswhatservicesyour

actuallytryingtomanage!


•  AservicecatalogueissimplyawaytoshowrelevantinformaMontorelevantpeople.

•  (Thekeyistoworkoutwhat'srelevant)•  TomakesurethataServiceCatalogueprojectactuallydeliverssomething

ofvaluetheKISSprincipleiskey

•  Keep•  It•  Simple•  Stupid!

•  TheServiceCatalogueisasummaryofrelevantinformaMon.Notthedetailedrepository.(Althoughitcanlinktoit)

ServiceCatalogue–KeyTruths


ServiceCatalogue–KeyTruths

•  AservicecataloguedoesnotDOanything!

AservicecatalogueprovidesasimplewaytounderstandandviewwhatOTHERPEOPLEaredoing.

ThemoreinformaMonyouwantcontained,themoreusesyouwantittobeputto,themoreworkrequiredbehindthescenes


ServiceRequestvsServiceCatalogue

•  ToprovideachannelforuserstorequestandreceivestandardservicesforwhichapredefinedapprovalandqualificaMonprocessexists

•  Supporttoolscanthenbeusedtomanagetherequiredprocess.Thiswillensurethat‘standard’requestsarehandledinapre-definedpathandwithinpre-definedMmescales

•  Makesurethateachrequestdoes

nothaveto‘reinventthewheel!’


TheChangingRolesforIT

TechnologyFocus

CustomerFocus

BusinessFocus

ValueNetworkFocus

LOW

HIGH

RoleOfIT/ISInTheOrganisa8on

Influ

enceOnTh

eBusiness

ITisperceivedasaninternalbusinesspartner

ITcustomersarethecustomeroftheorganizaMon

IThasasinglestrategyandisfocusedonthecustomer,butisperceivedasexternalsupplier

ITisfocusedontheintegraMonanddeliveryofend-to-endITservices(businesssoluMons)

ITisfocusedontechnology,infrastructureandapplicaMonsaretreatedasseparateandlargelyunrelateddomains

ServiceFocus

Operational!

Tactical!

Strategic!


MaturityLevelMapping

5)ValueChainFocusedServiceStrategyServicePoraolioMgmt.

4)BusinessPartnerFocused

FinancialMgmt(cosMngandcharging)ITServiceConMnuityMgmt.(IntegratedwithBusCont)DemandMgmt.TransiMonPlanningandSupport

3)BusinessCustomerFocused

ServiceCatalogMgmt.(businesscustomerfocused)ServicePoraolioMgmt.(CSIFocused)FinancialMgmt.(servicebasedcosMng)SLM(BusinessRelaMonshipMgmt.)Capacity&AvailabilityMgmt.EnterpriseITSupplierMgmt.KnowledgeMgmt.

2)ServiceFocused

ServiceCatalogMgmt.(IT&userfocused)ServicePoraolioMgmt.(ProjectFocused)ServiceLevelMgmt.(ola/sla)Release&DeploymentMgmt.(SVT&EvaluaMon)ServiceAsset&ConfiguraMonMgmt.ProblemMgmt.(ProacMve)InformaMonSecurityMgmt.RequestFulfillment/EventMgmt.ITServiceConMnuityMgmt.(ITfocused)

1)TechnologyFocused

ChangeMgmtProblemMgmt.(RCA–ReacMve)IncidentMgmt.ServiceDeskAccessMgmtLogicalandPhysicalDeviceSecurityCapacity,Availability,Event(component/domain)

Con

tinua

l Ser

vice

Impr

ovem

ent


ACatalogueisaCatalogueright?


TypesofServiceCatalogue

Type5–FullITSMsuite

Type4–Toolbased

Type3–InteracMveWeb

Type2–StaMcWebbased

Type1–Documentbased

ChallengeofintegraMon

Challengeofcontrol

Challengeofrelevance

Challengeofaudience


Type1–DocumentBased




Type4–Toolbased





Challengeofcontrol


Challengeofaudience


Type2–Sta8cwebbased




Type4–Toolbased





Challengeofcontrol


Challengeofaudience


Type3–Interac8veWeb•  LivingInformaMonheldinonlinepages

acMngasafrontendportaltootherareas.•  Easytoupgradetype2totype3•  BasicinteracMonssupported.•  InformaMondistribuMonpoint.•  Tendstorequiremanualunderpinning

processestosupport

•  Assumesthatotherprocessesareprovidingthefeedpoints

•  BecomesthefrontfaceofIT•  Can‘shortstop’callstotheservice

deskaskingaboutservicestatus•  Professionalleveldesign

recommended,involvemarkeMngdeptifpossible

•  LivingInformaMonheldinonlinepagesacMngasafrontendportaltootherareas.

•  Easytoupgradetype2totype3•  BasicinteracMonssupported.•  InformaMondistribuMonpoint.•  Tendstorequiremanual

underpinningprocessestosupport




Type4–Toolbased





Challengeofcontrol


Challengeofaudience



•  Level4–Toolbased•  LivingInformaMonheldin

specialisttoolavailabletoall.•  Actsasanintegratorforother

supportbasedprocessareas.•  Interfaceforbusinessinto

requestfulfilment(Amazon.com)

•  SupportsselfserviceabiliMes

•  Level5–ITSMSuiteSeniorExecuMvetool.LinkingServicestobusinessobjecMvesandgivesabilitytoask‘Whatif?’quesMons

Warning!Theselevelsrequiresignificantcostsandresourcestodesign,implementandmaintain.Itactsasthefrontendforallotherprocessareas.


ThreeCri8calQues8ons

2)WhoisthetargetaudiencefortheCatalogue?

1)Whydoestheorganisa8onwantaCatalogue?

3)WhataretheygoingtousetheCataloguefor?


•  EnsureIT’sstrategy,processes,servicesandsystemsisalignedwiththeOrganisaMon’sstrategy,processes,servicesandproducts

•  LegislaMonandRegulatoryrequirements

•  AbilitytoaccountforandreducecostwhilemaintainingservicelevelsrequiredbytheorganisaMon

•  ManagingbusinessriskthroughITGovernanceprinciplessupporMngEnterpriseGovernance

Why?:Organisa8onDrivers


BusinessServicesCatalogue

•  PublishingwithProfessionalmarkeMnglookandfeel

•  IdenMfy,inventoryandcomponenMsetheservicesITprovidestothebusiness•  Enablere-usability,

decomposiMonforreusability•  ArMculatethecostdriversofthe

serviceporaolioinbusinessterms•  CostperInvoice•  Peremployee

• 

•  AnalysisofexisMngporaolio•  OpMmisaMon•  DemonstratehoweachIT

serviceofferingsupportskeybusinessdrivers•  TieservicedefiniMonsto

businessprocess,benchmarks,andKPI

•  ProvidelensesorviewsthatanswerquesMonsthebusinesswillask•  Ineedtoreducecost10%,

I’mwillingtoacceptreducedservicelevelsbutnotmorerisk

MarketServices&SetExpecta8ons

AlignServiceswithBusinessPriori8es


•  ComprehensiveviewofallservicesprovidedbyIT

•  AccountabilityfortechnologysoluMondelivery,availabilityandsupporttomeetcustomerrequirements

•  CostmanagementofITservices

•  IntegraMonandautomaMonofotherprocesses

Why?:ITDrivers


•  CreateServiceLevelAgreements

•  Forecast,MonitorandAdjustDemand

•  ManageBudgets,CostAllocaMonsandSuppliers•  Find$10M

•  SupportViewsandAcMonsofKeyRoles•  RelaMonshipManager,ServiceOwner,FinancialManager,Customer

•  IntegratewiththerequestCatalogueforoneintegratedservicemodel

•  Supports•  EsMmates,Quotes,Whatif,Comparison

SLMOrITCatalogue:Control


•  DemonstraMonofcostbenefitsandvalueofin-houseITservices

•  AdopMonofstandardsandcontrolstoensureastable,reliableandflexibletechnologyinfrastructure

•  AutomaMonofITproductandserviceprovisioning

•  UnderstandingofthecostofITservices

Why?:CustomerDrivers


•  SelfService•  EnMtlement-basedview•  Browse,search,orderservices•  Checkreal-Mmestatusonline•  Order-on-behalf,emailapprovals

•  OnePointofContact•  Servicerequests,requestsforchange,incidents,informaMonrequests–IT

andbeyondIT•  ApplicaMonenhancements,projectrequests,non-standardservices,business

services•  Pre-definedContent•  Componen8sa8onandreusability•  ProvisioningConnec8on

•  Servers•  Desktop•  Access

EndUser/ServiceRequestCatalogue


Who?: Sample Service Catalogue Views

Service Catalogue

Business Manager

Business Representative

Business Executive

Business Team Lead

Service Level

Manager

End User IT

Manager

Service Desk

Analyst

Technical Management

Partner / Supplier


Mul8pleViews


Who?:ViewsIntoTheServiceCatalogue

End User •  What can I buy? •  What does this include? •  When will I get it? •  Can I work this weekend? •  What major issues are occurring?

Service Level Manager / IT View

•  What services do I offer? •  What levels are available? •  What are my key metrics? •  When are important times for the

business? •  What does ‘normal service’ look

like?

Business Customer •  What services am I using? •  What levels am I receiving? •  What is my IT spend? •  What does IT actually do for me?


ITServiceCatalogue

ServiceCataloguen  Supportedservices

n  Pricingandchargeback

n  Orderingandrequestprocedures

n  Service-levelagreements,metricsandrepor8ng

n  Serviceandsupport

n  Escala8onsandexcep8onhandlingprocess

§  ServiceopMonsatvariouspricepoints

§  Whattoexpectintermsofserviceperformance

§  Howtorequestaservice§  HowtoescalatesaMsfacMon

issues§  Howlongaservicewillbe

supported

ServiceCatalogueInformsInternal

Clientsof:

ServiceCatalogueEnablesIT

Managementto:

§  Manageversionsandinfrastructurestandards

§  ArMculateprice§  Controlservicerequestpointsof

entry§  Managedemandandresources

moreeffecMvely§  Connectservicerequeststoback-

officefulfillmentprocesses


Request Fulfillment View Based on the user’s profile

Business Manager End user

UserswillbeabletoaccesscertaincomponentsoftheCataloguerelevanttotheirfuncMonorrole.

INSTRUCTIONS

SkyHigh Service Catalogue

INSTRUCTIONS

? ?

Which requests will the business manager be able to access through self-help?

Which requests will the end-user be able to access through self-help?

Which requests will the business manager be able to access through self-help?

• Askingforassistance• Orderingsosware• RequesMngaccess• Accessingservicereports• Accessing“how-to”• Downloadinglatestsecuritypatches

• Orderinganewserviceorchangestoservices

• AccessingdocumentaMon

• Askingforassistance• Orderingsosware• RequesMngpasswordreset• Accessingservicereports• Accessing“how-to”• Downloadinglatestsecuritypatches

• Orderinganeworchangestoservices

• AccessingdocumentaMon


Informa8onDistribu8onPoint


ServiceRepor8ng


FAQPoint


ServiceCatalogueFinalThoughts


•  MeasureandrewardServiceCatalogueuse•  DiscourageServiceCatalogueby-pass•  MostimportantfortheServiceCatalogueowner/manager:

•  TheServiceCataloguemustbethemostcrediblesourceofserviceinforma8on.AnyerrorsfoundbyusersortesMngmustbecorrectedquickly

•  TheServiceCataloguemustpresentwhatCustomersandUsersneedandintheirterminology

•  TheServiceCataloguemustbesimpleandeasytouse•  TheServiceCataloguemustincludethemostsoughtaserinformaMon

ServiceCatalogueValue:NoUse,NoValue


•  Planning&Scope•  WhydoyouwantaCatalogue?•  Whowilluseit?•  Whatwilltheyuseitfor?

•  DesignAc8vi8es•  Agreelistofservicestobeincludedin1stwave•  CreateservicetemplatetocapturerelevantinformaMon

•  BuildAc8vi8es•  Populateservicetemplateforeachservice•  UMlisegatheredinformaMontocreateServiceCatalogueinchosenmedium/

tool.•  EnsureCatalogueiskeptuptodateandaccurate.

ApproachtoCatalogueCrea8on


[email protected]

Ques8ons?

The Service Catalogue. - Pink Elephant · • To make sure that a Service Catalogue project...

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