defining services for a service catalog
DESCRIPTION
To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=289Faced with continued cost pressures, as well as growing business unit demand for new services and higher service levels, IT is about to make transformation. IT is having to align their services with the needs of the business, develop standardized process and improve overall internal customer satisfaction. Arguably the most important tool to deliver these demands is the Service Catalog.TRANSCRIPT
Designing & Defining Services For Service Catalog
Barclay Rae, Global Head of ServicesBrian Hendry, Service Development Manager
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Agenda
Service Catalog – what is it?
What do we mean by services?
Services and offerings
Involving IT and our customers
How do we design and structure our services?
3
WindowsWindows WebWeb Web 2.0Web 2.0Green-ScreenGreen-Screen
Axios founded
assyst Classic launched
assyst Enterprise launched
Entry into the US market
Axios ranked #1 vendor in HDI 'Customer Experience' report
Expansion into Canada
Axios retains #1 vendor ranking in HDI 'Customer Experience' report
assyst launched on Java architecture
Further expansion in the US, Europe and entry into Asia Pacific
Axios awarded Software Company of the Year
First in the world to achieve BS 15000 certification
Entry into Middle East and Africa
The number of
assyst end-users tops 10 million
Axios awarded Software Company of Year (again)
Axios rated #1 vendor for 3rd time in succession in HDI 'Customer Experience' report
Expansion into Russia, Eastern and Southern Europe and South America
Axios wins International ExcellenceAward
Expansion withinMiddle East
ITIL V1ITIL V1 ITIL V3ITIL V3ITIL V2ITIL V2
Axios Systems Timeline
assyst 8 launched
US Expansion
European expansion begins
assyst 9 launched
Service Catalog
SaaS
1988 2005199019951997 20002001 2003 2004 2006 20072008 2009/10
Service Catalog – What is it?
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Service Value Management and IT Service Management (ITSM)
CMDB
Service Catalog
IT components and infrastructure
Each business service or process is defined as a
supply chain of IT components, taken from
the CMDB
The CMDB holds information on all IT infrastructure and
components, and their relationships
IT Intelligence
Business Intelligence
IT business services
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Service Catalog Elements
Elements:
User Request Catalog
For the IT end-user Self-service request fulfillment
Similar to online shopping experience
Business Service Catalog View
For the business customer
In business terms
Specific non-IT information
Service Level (SLA) information
Technical Service Catalog View
For the IT provider
Technical and supply-chain details
Component level service data
OLA and UC information
What do we mean by Services?
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Good Systems
Poor Service
Good Systems
Good Service
Poor Systems
Poor Service
Good Service
Poor Systems
Tec
h F
ocus
Service Focus
Developing a Service Focus
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What Do We Mean By Services?
Analogy: The Airline Business
Large amount of technology, resources, skills and knowledge deployed to get passengers from A to B, safely and on time.
As passengers, our focal point of the service is the flight and skill of the pilots.
However every component has a part to play in the success of the service:
The flight may land on time but delays with baggage result in passengers being late.
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What Do We Mean By Services?
With IT services, nobody cares if the server is up 99.8% of the time, if it is not available when the customer needs it.
ITSM changes the focus to ensure that this is understood and actioned to meet business priorities.
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A ‘service’ is a business outcome from a number of linked processes, activities, roles, etc. that are combined to meet a specific business purpose.
Service Catalog in ITSM is now part of ‘Portfolio Management’ – where the (whole) service is managed through a lifecycle – strategy, design build, etc.
This includes pipeline (planned), published (live) and retired.
Service Bundle and Lifecycle
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Service Value Management
ITSM should be used to demonstrate and deliver value from IT, moving the focus and perceived value of an IT organization from an operational overhead to a critical business partner.
Focus should be on meeting the changing needs of the business, with agility and efficiency, while still ensuring
minimal risk and business continuity.
We need to be able to differentiate how we
manage our services.
Services and Offerings
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Services and Service Offerings
Service : A collection of IT components (CIs and other services) that, when combined, provide the business with the functionality it needs to operate.
Service Offering : A specific request logged against a service.
The service and service offering templates provided with assyst have been created as a realistic set of examples that could be used by customers without significant amendment.
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Services and Offerings
Involving IT and our Customers
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CUSTOMERS
What IT services are key to you?
Key people
Key systems
Key departments
Key times/targets
When do you need them?
How quickly do you need them restored?
What support information do you need?
What reviews do you need?
CUSTOMERS
What IT services are key to you?
Key people
Key systems
Key departments
Key times/targets
When do you need them?
How quickly do you need them restored?
What support information do you need?
What reviews do you need?
IT SERVICE PROVIDER
What IT services do you provide?
Infrastructure
Networks
Applications
Service/Help Desk
Procurement
Projects
What are your resource levels?
3rd party contracts?
What levels of service can you provide?
IT SERVICE PROVIDER
What IT services do you provide?
Infrastructure
Networks
Applications
Service/Help Desk
Procurement
Projects
What are your resource levels?
3rd party contracts?
What levels of service can you provide?
SLM PROJECT
Planning
Workshops
Negotiation
Facilitation
Documentation
Build Service Catalog
Set up reporting
Set up review mechanisms
Plan full implementation
Ongoing support as needed
SLM PROJECT
Planning
Workshops
Negotiation
Facilitation
Documentation
Build Service Catalog
Set up reporting
Set up review mechanisms
Plan full implementation
Ongoing support as needed
SLM Implementation
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Service Catalog Strategy Workshops
Take individuals and organizations in 1 day from a standing start to practical action. At the end of these sessions, participants will:
Have common awareness and understanding of Service Catalog concepts, practicalities and business value
Have started to define business services Be clear about the issues and how to deal with them Have confidence about how to proceed
The workshops are a great way for an organization to galvanize
themselves into starting a Service Catalog.
They provide a combination of practical education and awareness, plus interactive sessions on how to achieve success.
How do we design and structure our Services?
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Basic Implementation
Strategy workshop
Strategy workshop
Design - workshop & buildDesign - workshop & build
TrainingTraining
Build services in Service Catalog
Build services in Service Catalog
Publish and reviewPublish and review
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Service Catalog Design
Considerations
Services to be included
Structure of the services
Types of data to be included
Where that data exists
Visibility required
Reporting requirements
Data maintenance
Considerations
Services to be included
Structure of the services
Types of data to be included
Where that data exists
Visibility required
Reporting requirements
Data maintenance
What do we need?
Service information
Service dependency information
Service offering information
Form requirements
Workflow requirements
Technical Catalog information
User updates
What do we need?
Service information
Service dependency information
Service offering information
Form requirements
Workflow requirements
Technical Catalog information
User updates
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Service Design
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Service Catalog Hierarchy
Summary
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CUSTOMERS
What IT services are key to you?
Key people
Key systems
Key departments
Key times/targets
When do you need them?
How quickly do you need them restored?
What support information do you need?
What reviews do you need?
CUSTOMERS
What IT services are key to you?
Key people
Key systems
Key departments
Key times/targets
When do you need them?
How quickly do you need them restored?
What support information do you need?
What reviews do you need?
IT SERVICE PROVIDER
What IT services do you provide?
Infrastructure
Networks
Applications
Service/Help Desk
Procurement
Projects
What are your resource levels?
3rd party contracts?
What levels of service can you provide?
IT SERVICE PROVIDER
What IT services do you provide?
Infrastructure
Networks
Applications
Service/Help Desk
Procurement
Projects
What are your resource levels?
3rd party contracts?
What levels of service can you provide?
SLM PROJECT
Planning
Workshops
Negotiation
Facilitation
Documentation
Build Service Catalog
Set up reporting
Set up review mechanisms
Plan full implementation
Ongoing support as needed
SLM PROJECT
Planning
Workshops
Negotiation
Facilitation
Documentation
Build Service Catalog
Set up reporting
Set up review mechanisms
Plan full implementation
Ongoing support as needed
SLM Implementation
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Summary
1. Ensure involvement and buy-in from IT and business
2. Run strategy workshop
3. Define structure of services
4. Define services and service offerings
5. Use technology to help the definition, population and maintenance of the Service Catalog
6. Establish a service focus culture within IT and start thinking in service terms
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Additional Resources
Axios Systems Details:www.axiossystems.com [email protected] http://twitter.com/axios_systems http://www.servicecatalogblog.blogspot.com
Service Catalog Resources:Sharon Taylor Webcast Sharon Taylor White Paper
Webcast Series:04.21.10 Rapid & Relevant SLAs: Integrating Service Catalog
With Your Business 05.19.10 Service Catalog Reporting: Step Your Metrics Up A Gear On Demand 3 Steps To Building A Service Catalog Business Case
More information can be found on the Axios Systems website.
Information on the assyst Service Catalog can be also be found on our website.