Best Practices For A Service Catalog Implementation Success

Kevin J. SmithFEBRUARY 20, 2017

Agenda

Why We Love Service Catalog1

So, Where Do We Start?2

What To Do3

What Not To Do4

A Look At The Future5

Why We Love Service Catalog

Brings the broader business together

A fresh, new face for IT

Great facilitator for Service Requests

Drives cost accountability

Fast and efficient

A Game Changer for the Business

Agenda

Why We Love Service Catalog1

So, Where Do We Start?2

What To Do3

What Not To Do4

A Look At The Future5

Build a Foundation for Success

Identify High Impact Requests

Must have leadership support of deliverables

Have a Phase 2 plan before starting Phase 1

Design Phase 1 for a high certainty of success

Pre-define success criteria and metrics

World-Class Service Delivery

Agenda

Why We Love Service Catalog1

So, Where Do We Start?2

What To Do3

What Not To Do4

A Look At The Future5

Best Practices for Service Catalog Success

Know the process

Make people better

Pick the right requests

Keep it simple

• Should be common and well understood

• Saves measurable time/money

• The fulfillment workflow is critical; storyboards or flowcharts show all details

• Automation sets people free

• Seek to quantify time saved

• Simple is a must; know exactly how it is done today

• Simple and valuable can go hand-in-hand

Agenda

Why We Love Service Catalog1

So, Where Do We Start?2

What To Do3

What Not To Do4

A Look At The Future5

Don’t Make These Mistakes with Service Catalog

Impossible SLA’s

Too many offerings

Excluding key owners

Ugly UI

• A common misstep- business owners must be aligned• Assign a mentor for each process

• Resist the urge to create superhuman SLA’s• Start with a low bar, then raise the standard later

• Start with a small set of offerings (10 is about right)• When in doubt, leave it out• Much easier to add offerings than to decommission them

• Nothing dooms a tool faster than a bad user experience• Design a simple form- only a few fields is best

Agenda

Why We Love Service Catalog1

So, Where Do We Start?2

What To Do3

What Not To Do4

A Look At The Future5

What Does The Future Hold?

Service Catalog is the best IT Ambassador

Speed is sexy & saves money

More services for customers

The rise of the consumer

model

The Unification of IT

A New Beginning for IT

Thank you