the service catalog: cornerstone of service management
DESCRIPTION
TRANSCRIPT
Pink Elephant – Celebrating over 20 Years Of ITIL Experience
The Service Catalog
Cornerstone of Service Management
withGeorge Spalding
Executive Vice-PresidentPink Elephant
Service Catalog & Request Fulfillment© Pink Elephant, 2012 All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Cabinet Office 2
Technology Focus
Customer Focus
Business Focus
Value Network Focus
LOW
HIGH
Role Of IT/IS In The Organization
Infl
ue
nce
On
Th
e B
us
ines
s
IT is perceived as an internal business partner
IT customers are the customer of the organization
IT has a single strategy and is focused on the customer, but is perceived as an external supplier
IT is focused on the integration and delivery of end-to-end IT services (business solutions)
IT is focused on technology, infrastructure and applications are treated as separate and largely unrelated domains
Service Focus
The Changing Role For IT
Service Catalog & Request Fulfillment© Pink Elephant, 2012 All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Cabinet Office
What Is An IT Service?
“A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.” (ITIL)
Fulfills one or more needs of the customer Supports the customer’s business objectives Is perceived by the customer as a coherent whole
Service Catalog & Request Fulfillment© Pink Elephant, 2012 All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Cabinet Office 4
What Customers Want?
“People do not want quarter-inch drills.
They want quarter-inch holes”Professor Emeritus Theodore Levitt, Harvard Business School
Service Catalog & Request Fulfillment© Pink Elephant, 2012 All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Cabinet Office
The Service Catalog
The Service Catalog is the Key Enabler in transforming to a Service-Centric, Customer-Focused Model for IT
The Service Catalog is the Key Enabler in transforming to a Service-Centric, Customer-Focused Model for IT
Service Catalog & Request Fulfillment© Pink Elephant, 2012 All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Cabinet Office
Views Into The Service Catalog
Service Catalog
End User• What services can I buy?• What does this include?• When will I get it?
Service Level Manager / IT View• What services do I offer?• What levels are available?• What are my key metrics?
Business Customer• What services am I using?• What levels am I receiving? • What is my IT spend?
Service Catalog & Request Fulfillment© Pink Elephant, 2012 All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Cabinet Office
BusinessCustomer
Business Customer View of The Service Catalog – Sample
Service Catalog & Request Fulfillment© Pink Elephant, 2012 All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Cabinet Office 8
Business ServiceManagement
Requirements/demand:
Utility:Name, description,purpose, impact, contacts
Warranty:Service levels, targets,service hours, assurance,responsibilities
Assets/resources:Systems, assets,components
Assets/capabilities:Process, supporting targets, resources
Assets/capabilities:Resources, staffing, skills
Composition Of A ServiceB
usin
ess
Vie
wTech
nic
al V
iew
Business Service
Businessprocess 1
Businessprocess 2
Businessprocess 3
IT Services
SLAs/SLRsincludingcost/price
Data
SuppliersSupportteams
Supportservices
OLAscontracts
Applications
ITprocesses
Infrastructure
Environment
Service
Policy/strategygovernancecompliance
© Crown copyright 2007 Reproduced under license from OGC. Based on Figure 3.2 Service Design, page 24© Crown copyright 2007 Reproduced under license from OGC. Based on Figure 3.2 Service Design, page 24
Service Catalog & Request Fulfillment© Pink Elephant, 2012 All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Cabinet Office
Service Unit 3
ExternalBusiness
Unit A
External Supplier
Business Unit D
Service Unit 4
Embedded IT
Business Unit A
Business Unit C
Business Unit B
Business Units
Value Service Network
Service Ecosystem
Service Unit 1
Service Unit 2
Shared IT Services
3 Service Supplier Types
Service X
Service Z
Service Y
Service WDedicated
Service
SharedService
OutsourcedService
Service Catalog
Service Catalog & Request Fulfillment© Pink Elephant, 2012 All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Cabinet Office 10
Service Catalog Management Goal
Ensure that a Service Catalog is produced, distributed and maintained containing accurate and current information on all services which are operational or “live”, and are being prepared for transition to the live environment.
Service Catalog & Request Fulfillment© Pink Elephant, 2012 All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Cabinet Office 11
Service Catalog
Identifies all the services offered Should reflect the default levels of service that would
work for 75% - 80% of your organization This Service Catalog becomes a master SLA that
allows for different levels of service to be driven from the default or “standard” levels of service
Doesn’t require an SLA for each customer Easier to update and maintain than separate SLA’s Accessible by the customer Non-technical document Includes a glossary of terms
Service Catalog & Request Fulfillment© Pink Elephant, 2012 All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Cabinet Office 12
Service Requests
Included in the Service Catalog Standard Changes Include a “standard” level of service May not be an IT request May involve a number of areas within the organization Automated as much as possible
Approvals Communications Notifications & Confirmations Final Status
Service Catalog & Request Fulfillment© Pink Elephant, 2012 All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Cabinet Office 13
Thank You