Service Catalogue
Practical, Real-World Guidance For Embarking On The Service Catalogue Journey
Agenda
Objectives and Vision What Is A Service? What Is A Service Catalogue? Service Catalogue Road Map Sample IT Service Models Typical Deliverables Service Owner Role
About Me
Derek Gillard Co-owner of Integritas Solutions ITSM Practice Principal and service delivery consultant 22 years of business and IT experience ITSM consultant for 13 years Experience in public sector, transportation, financial services, telecom, health care
About My Company
Integritas Solutions Professional Consulting Services
Architecture ITSM Project Management Quality Assurance and Software Testing
Training
ITIL, Day In The Life, TOGAF
Todays Objectives
Share tried, tested and proven approaches and strategies to building a Service Catalogue that work Based on many years of designing and implementing Service Catalogues, share real-life examples of:
Road Map Service Models Sample Services Catalogue Outline
Strategic importance of Service Owner role and how to prepare and train them to ensure ongoing success
Objectives Service Catalogue
Structure IT as a Service Provider through a servicesbased model Define IT Services in terms the business understands IT staff providing services in business terms Establish ownership and full accountability for business and IT services Define service metrics to allow IT and technology partners to fully understand service offerings Create a solid foundation and supporting Road Map for other strategic IT initiatives
Vision Service Catalogue
Services Based Organization
Support future direction of holistic IT Services Catalogue for business partners Identifies opportunities for infra consolidation, app rationalization, shared services Contribute to business growth while maintaining operational costs Increase responsiveness to business needs E2E service view for costing and reporting Supports process improvement, integration
What Is A Service?
Language of Business
Services
Language of Information Technology
The process of delivering IT Services to the business user under predefined, contracted Service Level Agreements.
The Principles
What Is A Service?
What Do These Mean?
ClientOriented,
In Detail, our Services will.
Meet Business needs Clearly articulated in business terms Holistically-managed Predictable costs
enable our Partners to manage their businesses
Service-Based Value
be clearly described, with options and control levers, in business terms
have end-to-end accountability (i.e. financial, strategic, performance)
Behaviour Motivation
Holistically-built offerings Consumption-based charges Shared infrastructure
be built/managed to instill a focus on them as holistic offerings vs. specific technologies be charged out on a consumption basis to the users or project sponsors have a mandatory base level of quality/performance to reduce business risk
Quality
Service levels Business-relevant metrics and reporting
What Is A Service Catalogue?
A listing of value-add IT service offerings defined in business terms, that enable IT clients to successfully run their businesses. A service includes: Description and Benefits Pricing (aligned with business metrics) Components and Features Service Hours Who to contact for support and requests Performance levels (SLAs) and reporting Service ownership
What Is A Service Catalogue?
Service Catalogue has two aspects:
Business Service Catalogue
Contains details of all the IT services delivered to the customer, together with relationships to the business units and the business process that rely on the IT services This is the Customer View of the Service Catalogue
Contains details of all the IT services delivered to the customer, together with relationships to the supporting services, shared services, components and CIs necessary to support the provision of the service to the business This should underpin the Business Service Catalogue and not form part of the Customer view
Technical Service Catalogue
What Is A Service Catalogue?
What Is A Service Catalogue?
Some organizations only maintain either a Business Service Catalogue or a Technical Service Catalogue Preferred situation adopted by more mature organizations maintains both aspects within a single Service Catalogue, which is part of a totally integrated Service Management activity and Service Portfolio Combination of a Business Service Catalogue and a Technical Service Catalogue is invaluable for quickly assessing the impact of incidents and changes on the business
Service Catalogue Journey
Business Services Definition
IT Service Model Development
Create Services Model Service Catalogue Outline P2 Implementation Plan
IT Service Specifications and IT Service Catalogue
Service Specifications Service Catalogue First Release P3 Implementation Plan Training Plan
Service Owner Training
Service Owner Role Training Requirements Training Materials Deliver Training
What Is A Service Model?
A list of all services currently being provided and those being prepared for transition to the live environment Services will be logically grouped into Service Families or Service Portfolios Service Model will be the framework for which the Service Catalogue and subsequent documented Service Specifications will be based upon
IT Service Model Sample
Workplace Services
Desktop Services
Application Hosting Services
Dedicated Business Applications
Examples (Mortgages, Laser, Visa)
Voice, Data & Network Services
Call Centre Voice Services
Telephony Services (IVR, ACD, IMACs) Voice Recording Video Conferencing Network Services
Professional Services
Technical Consulting
Architecture (Solution & Cost Planning) Project Management
Messaging
Remote Access Personal Voice
Cell Voicemail Phone
Enterprise / Shared Applications
Examples (Customer Link, Lotus Notes Databases)
Advisory Consulting IT Security
Network Data Services
File Transfer
DRP
Foundation Services
Processes (Incident, Problem, Change, Configuration, Release, Capacity, Availability, etc.) Authentication / Authorization Services Security Standards
IT Service Model Sample
IT Service Model Sample
IT Service Model Sample
IT Service Model Sample
Critical Success Factors
Strong executive sponsorship and commitment Buy in and support throughout the organization Service Catalogue must have a customer focus Availability of Service Catalogue owner, key stakeholders and resources to work on project Readiness of organization for a Service Catalogue Initiative must be clearly understood and communicated across the organization Roles and responsibilities must be clearly defined Identification of Service Owners
Typical Deliverables
Stakeholder Interviews Service Catalogue Outline Service Specification Template Service Definition Template IT Service Model Enabling Technology Requirements Pilot Plan
Populate a subset of services into Service Catalogue
Implementation Plan
Benefits
Better understanding of IT Services Improved communication between the business and IT Implementation of Service Owners role will instill a culture of service ownership and accountability Better alignment of Service Portfolio and costing model Moving from silo-based to services-centric organization
Service Owner
What is a Service Owner? High Level Responsibilities
Accountable for availability, reliability and performance of owned services Manage future direction of service offerings Assess maturity of services they own and have end-to-end accountability for Work with various areas of the IT organization to create the end-to-end processes necessary to deliver and support the service Understand service-related costs
Service Owner
A Service Owner does NOT... Get involved in day-to-day operations, service delivery Develop IT strategy Define or dictate architectural or operational management standards (e.g. Capacity, Availability) Get involved in Problem Management (e.g. Root Cause Analysis) Act as the primary Relationship Manager for services (e.g. will not prioritize client requests)
Instead, will engage and work with client servicing teams to manage client issues
Service Owner
Key Document Resources Service Specifications Service Catalogue Service Level Agreements (SLAs) Operational Level Agreements (OLAs) Underpinning Contracts (UCs)
Service Owner
Best Practices Identify and implement end-to-end service metrics Measure, report on service performance and continuously improve Utilize industry analyst reports to identify best practices and future trends Benchmark service offerings against similar service offerings available in the marketplace
Contact Information
Derek Gillard ITSM Practice Principal Integritas Solutions Inc. (905) 424-8162 [email protected]
