service catalog essentials - 3 keys to delivering great it services
TRANSCRIPT
Service Catalog Essentials
3 Keys to Delivering Great IT ServicesThe Power of Service Delivery Roles, KPIs and
Configuration Management
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Speaker Bios
DON CASSON, CEO, EVERGREEN SYSTEMS
Don has led Evergreen Systems since its founding in 1997. Over the years he has spoken at conferences, authored white papers and been interviewed for numerous industry periodicals.
Contact: [email protected]
JEFF BENEDICT, ITSM PRACTICE MANAGER, EVERGREEN SYSTEMS
Jeff manages the ITSM practice at Evergreen and has worked with ITSM tools for 15+ years. Jeff is an active contributor to the Evergreen Blog and Twitter. (twitter.com/JeffSBenedict)
Contact: [email protected]
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Today’s Agenda
• About Evergreen• The Power of Service Delivery Roles, KPIs and
Configuration Management• Evergreen’s User-Centric Self-Service Portal /
Catalog (built on ServiceNow)• Possible Next Steps / Q&A
• 80-person U.S. IT Consulting Firm
• Worked with hundreds of Mid-Market, Fortune 1000 Companies and Public Sector Organizations
• Full lifecycle firm with deep ITSM / ITIL transformation experience
• One of Top 5 ServiceNow U.S. partners
• Primary Focus – “Customer-Centric IT Service Management”
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About Evergreen Systems
Sample ClientsQuick Facts
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What About the Customer?
Evolving…IT’s Value
Customer Experience
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Linked Questions
What does the Customer really Want?
How do I make sure we are aligned against those needs?
How do I get my team to understand and commit too?
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Three Powerful Keys
Service DeliveryRoles
Key PerformanceIndicators
Configuration Management
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Useful Grounding
Service Owner. A role which is accountable for the delivery of a specific IT Service.
Key Performance Indicator (KPI). A metric used to help manage a Process, IT Service or Activity. Many metrics may be managed but only the most important are defined as KPIs.
Configuration Management. The Process responsible for maintaining information about Configuration Items (CIs) required to deliver an IT Service.
ITIL def
Why Don’t We Do This Well Today?
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• We don’t know what the customer wants• No one owns the outcome for the
customer• We don’t have metrics to deliver the
outcome the customer wants• We don’t understand or deliver services –
only technical outcomes• Even if we did all the above – we still can’t
even map a service end to end
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Service Delivery Roles - Ownership
Provide the customer enough information to make a self-service determination…
• Name & description• Fit for my use• Who can request it• Cost• Quality• Delivery time• How to request it• Service Owner
If everyone owns the service, no one does
Service Owner
SILO
Service Owner
SILOService Owner
SILO
Service Owner
SILO
Svc
A SERVICE
Service Owner
SILO
Svc
Svc
Svc
Customer
Service Owner
RequestOutcome
Service Providers
Svc
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The Power of Ownership: Focused Alignment
Customer & Service Owner Alignment
Different Big Picture Goals
See – Learn – Change Owner & Provider Alignment
Virtuous Circle of Improvement
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3 Steps to Make Service Ownership Work
• We are already doing it• Aligning with the customer is better for us too• We can run but we can’t hide
Awareness
“Service Owner” Concerns• This is a new way of doing things• I don’t “own” anything• I don’t control the resources• This could make us (me) look bad• This doesn’t align with my goals &
compensation
KPIs Best Practices
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• Start at the top• Align as we go down• Start simply with metrics we can meet• Measure progress & alignment up and
down• Improve as a team in a low risk way
KPI Pyramid
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Customer
Service Owner
Service Provider
Service ProviderService Provider
Service Provider
Service Provider
Service Provider
Great Customer experienceOn time deliveryAvailable & fast when I need it
Measure Customer satisfactionConsistently set & meet delivery expectationsService availability
Consistently set & meet delivery expectationsService availability
SLAs
OLAs
Continuous Improvement
KPIs
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KEY – Modular Services as CIs
Build reusable service modules
Combine them to create new services
Manage each service as a configuration item (CI) to give you accountability
A SERVICE
SILO
SILOSILO
SILO
SILOSvcSvc
Svc
Svc
Svc
Configuration Management Benefits
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• Manage each service or sub-service as a configuration item (CI)
• Drives service consistency, accuracy, efficiency, agility, reuse
• Promotes customer alignment end to end• Drives 80/20 thinking down into IT • Enables manageability, measurability & change• Improves ability to “think globally, act locally”
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Three Keys - Working Together
Service DeliveryRoles
Key PerformanceIndicatorsConfiguration
Management
EducateChange CultureLearn & Adopt
Measure ProgressBuild Team PerformanceAlign with the Customer
Adjust Course
Enables Scale Educates Broad Audience
Builds Service Factory Mentality
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Evergreen’s Employee Self-Service Catalog / Portal
Demo
POWERED BY SERVICENOW
One-Day, Private Service
Catalog Workshop $3,950
Demo our “Metro Style” End-User Portal yourself!
Possible Next Steps?
http://www.evergreensys.com19
See how our graphical Service Taxonomy Designer works
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• Questions?• Thank you for your time.
Wrap-Up