Top Tips for Creating the Winning Service Catalog

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Simon Kent VP Worldwide Customer Experience Top Tips for a Winning Service Catalog December 10, 2013 © 2013 Cherwell Software Limited All Rights Reserved www.cherwell.com

description

Service Desk professionals recently told us that 'increasing value to the business' is a key priority for any Service Desk and that 'managing customer expectations' remains a significant pain point. A Service Catalog can tackle both these points. This is what we offer. This is how we can help. Watch this webinar recording which provides top tips for creating and managing an effective Service Catalog that benefits the Service Desk and the customers it serves.

Transcript of Top Tips for Creating the Winning Service Catalog

Page 1: Top Tips for Creating the Winning Service Catalog

Simon Kent

VP Worldwide Customer Experience

Top Tips for a Winning Service

Catalog

December 10, 2013

© 2013 Cherwell Software Limited All Rights Reserved www.cherwell.com

Page 2: Top Tips for Creating the Winning Service Catalog

© 2013 Cherwell Software Limited All Rights Reserved

What is this session all about?

Adopting an Outside-In View of IT Services

We will take look at different viewpoints of IT Service provision

Provide an overview of the dependencies from the business and/or customer that drive IT Service?

Ask what is a Service Catalog and is it just for customers?

Why do I need a Service Catalog?

How do I build a Service Catalog and what does it look like?

How does it help with incidents and requests, drive priority, helping us understand impact and urgency, and response and resolution times?

Tips for a successful Service Catalog Design & Definition

Page 3: Top Tips for Creating the Winning Service Catalog

© 2013 Cherwell Software Limited All Rights Reserved

IT Services

Business Unit

Customer

End User

Adopt Outside-In

Thinking

Consider each Journey a Customer takes when consuming or requesting from the Service Catalog

Drop the Geek Speak!

Page 4: Top Tips for Creating the Winning Service Catalog

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IT Services – Different Viewpoints

Revenue per employee

Order to Payment Cycle

Sales Revenue

Business View

Time from incident to resolution

Lowest Price

Highest Quality

Customer View

Reactive - Fighting fires

Top 10 issues

Time to Resolution (SLA)

Keeping the lights On

IT View

Page 5: Top Tips for Creating the Winning Service Catalog

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IT Services – What are its dependencies from an IT Viewpoint?

SLA

Urgency

Priority

Impact

IT Services

Desktop

Email

Networking

Business Dependency &

Expectation

Project ManagementCustomer

ACustomer

B

Customer C

Response/Fix

How does IT and the customer know what services it provides to the Business?

Page 6: Top Tips for Creating the Winning Service Catalog

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Poll Question 1:

How many of you have implemented a Service Catalog?

Page 7: Top Tips for Creating the Winning Service Catalog

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What is a Service Catalog?

Describes the Services provided to the business or customers by IT

Describes the services that IT provides within itself

Forms a basis of understanding (functionality, components, cost)

Specifies default levels of service

Profiles the IT provider (capabilities, expectations)

Designed from the customer perspective – get them engaged at the start

Business only language – less technical orientation

Page 8: Top Tips for Creating the Winning Service Catalog

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The purpose of a Service Catalog is to:

Provide a clear picture of all the business services for which you are responsible for;

Foster a clear understanding of what your customers can expect from using those services;

Provide a basis for managing and monitoring the infrastructure that is aligned to business requirements;

Page 9: Top Tips for Creating the Winning Service Catalog

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Why create a Service Catalog?

It engages IT with its customers - helps build and maintain relationships

Service Delivery based on customer perspective– helps IT look at the bigger picture rather than just fixing the technical problem

Establish boundaries of service provision– you can actually say NO to a customer

Transform IT from a technology to a service experience lead organisation – creates more opportunities for IT, builds team morale and focuses technology solutions

IT can begin to operate on business guiding principles and begin contributing to the “bottom line” and, therefore, demonstrate Business Value– your value to the organisation is visibly seen

Page 10: Top Tips for Creating the Winning Service Catalog

© 2013 Cherwell Software Limited All Rights Reserved

Service TypesThere are two types of services that IT provides:

• Technical Services: Technology based capability that a customer uses to facilitate a business process or function.

Example: Email Management, Network Management

• Business Services: Value added activities that IT Staff provides in order to support, maintain and ensure consistent and reliable delivery of technical services.

Example: Project Management, Procurement, Application Development and enhancement, IT Support

Page 11: Top Tips for Creating the Winning Service Catalog

© 2013 Cherwell Software Limited All Rights Reserved

SERVICE CLASSIFICATION

There are 3 classes of services. These become particularly important when if you extend this model to cost out the services you provide:

Core IT Services: Every business function would need these services to exist in the working environment. no option to opt out of this service.Example: Telephony, Email, IT Infrastructure Support

Subscription Based Services: Based on the line of business a client would subscribe to these services. Example: Research for the Customer, Non Standard Technology Evaluation, Application Support

On Demand Services: These are discretionary services that IT will provide on pay-on use basis. Example: IT consulting, Project Management etc.

Page 12: Top Tips for Creating the Winning Service Catalog

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What can you have in a Service Catalog?

and

How do you distinguish between what should be exposed to the business and not?

Where do we start? Lets paint a picture……

Page 13: Top Tips for Creating the Winning Service Catalog

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Sub-Category

Category

ServiceWorking

Away From Office

Remote Access

Report a Fault

How do I?

Loan Equipment

Request Loan Equipment

INCIDENT SERVICE REQUEST SERVICE REQUEST

Service Catalog – Mapping What You Need To Record

Page 14: Top Tips for Creating the Winning Service Catalog

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Service Category Sub-Category Request Type

Files and Data

Hardware &Equipment

Permissions &User Accounts

WorkingAway fromthe office

Applications

Remote Access

Lost or Stolen Equipment

Loan Equipment

Report a fault

How do I?

Request Service

Report Stolen Laptop

Request Projector

Incident

Service Request

Incident

Service Request

Page 15: Top Tips for Creating the Winning Service Catalog

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Poll Question 2:

How many of you are confused of what to expose to customers in a Service Catalog?

Page 16: Top Tips for Creating the Winning Service Catalog

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FTP Access

Data Recovery

Shared Folders

Server Support

Backups

Storage Quota Administration

Hardware Maintenance

Software Maintenance

Environmental Management

Security Management

Server Administration

Mailbox Support

Outlook Web Access

Public Folder Administration

Calendar Troubleshooting

Web Conferencing

Email&

Calendaring

Install or Configure Software

Install or Configure Hardware

Desktop Vulnerability Management

Loaner Laptops

Procurement of Hardware & Software

Desktop Services

PC/Laptop Connectivity

Internet Access

Networking Services

Telephone & Voicemail Support

Mobile Phone Support

Mobile Device Support

TelephonyFaxing

NetworkAccess Administration

Password Management

New Hire & Terminations

Application Administration

Security Group Membership

User Account Management

DHCP AdministrationStatic IP AdministrationDNS AdministrationInteroffice AccessLAN AccessFirewall Management

Mailbox Quota AdministrationMailbox AccessExchange Server MaintenanceSMTP Routing

Telephony Server MaintenancePABX RoutingLeast Cost RoutingBlackberry Enterprise Server Management

Services

Exposed on Self Service Portal

Sub Services on Self Service Portal

[CATEGORY]

Services

NOT on Self

Service Portal

Sub Services NOT on Self Service

Portal

[CATEGORY]

Page 17: Top Tips for Creating the Winning Service Catalog

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Poll Question 3:

How many of you have engaged with your customers whilst building a Service Catalog?

Page 18: Top Tips for Creating the Winning Service Catalog

© 2013 Cherwell Software Limited All Rights Reserved

Service Catalog – Service Details

Service Description: Delivery and management of electronic messaging services to and from the company

Services Included:

Mailbox Support (troubleshooting, email aliases, shared mailboxes etc.)Public Folder Management (structure, security, synchronization)Calendaring (synchronization, availability, shared, security)Distribution List Management (global address list, security)SPAM filtering and Management (security, safety, Mailbox Quota AdministrationSecurity Management

Services Excluded:Local client mailbox managementRestoration of mailbox informationAssistance with Personal Folder Storage (PST)

Service Options:Restoration of individual mailbox data at the request of legal requirements.

Service SLA:

Provide availability of 99.9% not including scheduled change outages. Measure availability based on Exchange Server uptime.Process requests to add, delete, or change the name of an email account within 1 – 3 days.Restore service within 2 hours for a Severity 1 outage, within 24 hours for Severity 2 outage, and within 48 hours for a Severity 3 outage.

Default OLA Team: Infrastructure Team Hardware Support OLA

Service Hours: 24 hours 7 days per week including holidays

Delivery Scope: Corporate wide. In all countries and locations.

Importance: Mission Critical

Last Review Date: 01 January 2013

Service Owner: John Smith, Service Desk Manager

Business Owner: George Flynn, Chief Information Officer

Business Alignment: Primary communication tool for day-to-day business continuity.

Outsourced To: Hardware failure outsourced to Hewlett Packard Support Services

Page 19: Top Tips for Creating the Winning Service Catalog

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Service Catalog – Service Category & Sub Category

Incident Category Incident Sub-Category

Mailbox Support

Create/Remove/Modify MailboxCreate/Remove/Modify Shared MailboxEmail Client TroubleshootingEmail ForwardingClient Install/RemoveHow-To GuidanceMailbox Policy

Outlook Web AccessServer AddressRemote Access AssistanceHow-To Guidance

Public Folders

Create/Remove/Modify Single MailboxCreate/Remove/Modify Shared MailboxPublic Folders TroubleshootingHow-To Guidance

Calendaring

Create/Remove/Modify Single CalendarCreate/Remove/Modify Shared CalendarCalendar TroubleshootingCalendar SharingCalendar SecurityHow-To Guidance

Distribution Lists

Create/Remove/ModifyCreate/Remove/ModifySecurity/Membership ChangesHow-To Guidance

Mailbox AccessCreate/Remove/Modify Single MailboxCreate/Remove/Modify Shared MailboxMailbox Access Troubleshooting

Page 20: Top Tips for Creating the Winning Service Catalog

© 2013 Cherwell Software Limited All Rights Reserved

Service Catalog – Urgency/Impact/Priority/Resolution

CLASSIFICATION DEFINITION VALUE DESCRIPTION

IMPACTCRITICALITY TO

BUSINESS

HIGH > 10 Users /VIP

MEDIUM 5-10 Users

LOW 1 – 5 Users

URGENCY DEGREE OF FAILURE

HIGHTotal Service Interruption

MEDIUMService Interruption

with temporary workaround

LOWService Interruption

with a known workaround

IMPACT

UR

GEN

CY

PRIORITY/RESPONSE HIGH MEDIUM LOW

HIGHCRITICAL <2 HRS

HIGH<4 HRS

MEDIUM<1 DAY

MEDIUMHIGH

<4 HRSMEDIUM<1 DAY

LOW<2 DAYS

LOWMEDIUM< 1 DAY

LOW<2 DAYS

LOW<2 DAYS

Page 21: Top Tips for Creating the Winning Service Catalog

© 2013 Cherwell Software Limited All Rights Reserved

Page 22: Top Tips for Creating the Winning Service Catalog

© 2013 Cherwell Software Limited All Rights Reserved

Tips for a building a successful Service Catalog

• Start simple and keep it simple – small moves• Engage with users from the start – have business group working sessions

to define the services exposed to the business – help the customer understand what you do – think Outside-In.

• Get the business and IT to partner and agree on the services• Implement and maintain a service mind-set throughout the IT Team – job

descriptions, performance reviews• Create and manage points of responsibility – SLAs, Incident Lifecycle

management etc. • Empower your Service Desk to feed into the Service Portfolio development• Review the services you have on a regular basis based on SLAs, customer

feedback, surveys, changes in business circumstances• When introducing or decommissioning services keep the business and its

customers informed and fully engaged in the process.

Page 23: Top Tips for Creating the Winning Service Catalog

Simon Kent

VP Worldwide Customer Experience

E: [email protected]

Tw: @kent2112

Tw: @Cherwell_CSM