service catalog best practices from higher ed (252488639)
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8/10/2019 Service Catalog Best Practices from Higher Ed (252488639)
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Service Catalog Best Practices
for Higher Ed
January 29, 2015
Reg Lo & Leah Lang
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Agenda
Introductions
What is a Service? What is a Service Catalog?
EDUCAUSE IT Service Catalog Model
Hands-on Activity: Identifying and Categorizing Services
EDUCAUSE Defining Services
Hands-on Activity: Defining a Service
Implementing a Service Catalog
Questions & Answers
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Introductions
• Director of Accelerate ServiceManagement, VMware
• ITIL Expert
• Helped dozens of institutionaldefine their services
• Member of the ECAR ITService Catalog WorkingGroup
Reg Lo
VMware
• Director of Analytics Services
• Owner of
• Core Data Service
• Maturity and Deployment
Index Assessments• Custom Analytics
• Metrics and benchmarkingguru
Leah Lang
EDUCAUSE
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Agenda
Introductions
What is a Service? What is a Service Catalog?
EDUCAUSE IT Service Catalog Model
Hands-on Activity: Identifying and Categorizing Services
EDUCAUSE Defining Services
Hands-on Activity: Defining a Service
Implementing a Service Catalog
Questions & Answers
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What is a Service?
Business Process
Application(s)
Network
Servers
Traditional IT Service = End-to-End Capability
Network
Application
Servers
Perceived as a coherent whole by the customerOrganized by technical skill
SupportProject
Project
Process
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A Service is NOT …
A specific application or technology
An activity performed by a team
A single stage within the Service Lifecycle
The act of provisioning or making a request
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What is a Service Catalog?
InstitutionalLeadership
DepartmentManagement
Users
ITExecutives
ITManagement
Service Desk &Fulfillment Teams
Service Portfolio
Service Catalog
Request Portal
Decide level of investment in each service
Communication & expectation setting
• What services are available?
• What service level to expect?
• How do I request it?
• What does it cost?
Channel for transactional
requests
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Services vs Requests
Request Portal
Service Catalog
PortfolioNo more than a dozen.
Frequently less.
30 to 80 services(typically deliver month-after-month)
100+ requests(transactional in nature)
Email Service
New email account
New email distribution group
Expand folder size
One-to-
Many
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Agenda
Introductions
What is a Service? What is a Service Catalog?
EDUCAUSE IT Service Catalog Model
Hands-on Activity: Identifying and Categorizing Services
EDUCAUSE Defining Services
Hands-on Activity: Defining a Service
Implementing a Service Catalog
Questions & Answers
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EDUCAUSE IT Service Catalog Model
Overview
• Defines a Model IT Service Catalog:
• Services and associated taxonomiescommon across many higher edinstitutions
• Pulls from components used inexisting service catalogs
• Collaboration amongst multipleinstitutions
• The framework is a guide, not a
Bible• Paper expected February/March
2015 (ECAR subscribers)
Model Provides …
• Education on Service Catalogconcepts
• Recommended ServiceCategories
• Example Services under eachCategory
• Recommended ServiceAttributes
http://www.educause.edu/ecar/ecar-working-groups/it-services-and-management
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IT Service Catalog Model / Structure
ServiceCategory
Service
ServiceOffering
• Logical grouping of services• Can be aligned with the mission of the institution
• Can be used for governance model
• Typically less than 10 service categories
• Example: Communication & Collaboration
• End-to-end IT service that delivers value to customers• Typically not named after specific application or
technology
• Example: Email
• Specific way of delivering theservice based on given
technology or service level
• Example: Gmail
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Recommended Service Categories
Teaching &Learning Research Administrative& Business End-PointComputing
Communication& Collaboration
Security Infrastructure IT ProfessionalServices
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Agenda
Introductions
What is a Service? What is a Service Catalog?
EDUCAUSE IT Service Catalog Model
Hands-on Activity: Identifying and Categorizing Services
EDUCAUSE Defining Services
Hands-on Activity: Defining a Service
Implementing a Service Catalog
Questions & Answers
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Identifying and Categorizing Services
Each group will be assigned a Service Category
Identify sample services for your Service Category
List the services on the poster board
Reconvene at __:__
A few groups will be selected to present
Group discussion on services where the service category isunclear
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Agenda
Introductions
What is a Service? What is a Service Catalog?
EDUCAUSE IT Service Catalog Model
Hands-on Activity: Identifying and Categorizing Services
EDUCAUSE Defining Services
Hands-on Activity: Defining a Service
Implementing a Service Catalog
Questions & Answers
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Review Service Offering Template
Defining Services
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Agenda
Introductions
What is a Service? What is a Service Catalog?
EDUCAUSE IT Service Catalog Model
Hands-on Activity: Identifying and Categorizing Services
EDUCAUSE Defining Services
Hands-on Activity: Defining a Service
Implementing a Service Catalog
Questions & Answers
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Hands-on Activity: Defining a Service
Divide into pairs
Use the Service Offering Template hand-out or
download the template from
http://www.educause.edu/sites/default/files/library/pres
entations/EC151/SESS22/EDUCAUSE%2BService%2BOffering%2BTemplate.docx
Pick a service offering and complete the template
Reconvene at __:__
Discuss learnings and challengers from the exercise
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Agenda
Introductions
What is a Service? What is a Service Catalog?
EDUCAUSE IT Service Catalog Model
Hands-on Activity: Identifying and Categorizing Services
EDUCAUSE Defining Services
Hands-on Activity: Defining a Service
Implementing a Service Catalog
Questions & Answers
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Implementing a Service Catalog
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Implementation Challenges
Challenge Mitigation Plan<To be completed as a brainstorming
session>
<To be completed as a brainstorming
session>
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Agenda
Introductions
What is a Service? What is a Service Catalog?
EDUCAUSE IT Service Catalog Model
Hands-on Activity: Identifying and Categorizing Services
EDUCAUSE Defining Services
Hands-on Activity: Defining a Service
Implementing a Service Catalog
Questions & Answers
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Questions & Answers
Thank you for actively participating in the session!
Reg Lo Leah Lang
rlo@vmware.com llang@educause.edu
For questions about the working group: ECARWG@educause.edu
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Appendix
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ECAR IT Service Catalog Members
Name Title Institution
Tamara Adizes ITS Portfolio Communications Officer University of Toronto
Ricardo Chavira (Chair) Associate Director, Service Management Yale University
Luciano Dalla Venezia IT Service Transition Manager Emory University
Mark Katsouros Director, Network Planning and Integration The Pennsylvania State University
Mark Kawasaki IT Service Manager Emory University
Rosalinda Kloberdanz Assistant CIO, Academic, Research & Learning
Technologies
North Dakota University System Office
Reginald Lo Director, Service Management VMware, Inc.
Anita Nichols Client Svcs Manager University of California, Davis
Simon Pride Service Relationship Analyst New York University
Hillary Rosenfeld (Chair) Service Management Architect Boston University
Richard Sharp Knowledge Manager, Service Catalog Manager Boston University
Karen Van Dusen ITSM Program Manager Carnegie Mellon University
Stephen A. Vieira Special Projects Community College of Rhode Island
Karalee Woody Executive Director Customer Service and Support University of Washington
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