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Integrating Service Catalog with the Business - Rapid and Relevant SLAs

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To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=298 …

To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=298

Business and customer buy-in is essential for a successful Service Catalog so it is therefore important to ensure it is integrated with the business for maximum ROI. This video discusses how to get the most out of having a service catalog.

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  • User Request Catalog
  • Transcript

    • 1. Rapid and Relevant SLAs Integrating Service Catalog With The Business Barclay Rae, Global Head of Services Brian Hendry, Service Development Manager
    • 2. Agenda
        • Service Catalog – what is it?
        • What do we mean by ‘services’?
        • Negotiating and developing SLAs across the business
        • Are SLAs a waste of time?
        • How can we avoid these issues?
        • Using tools and the user request portal to get buy-in
        • Questions and feedback
    • 3. Axios Systems Timeline assyst 8 launched US Expansion Windows Web Web 2.0 Green-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 Excellence Award Expansion within Middle East ITIL V1 ITIL V3 ITIL V2 European expansion begins assyst 9 launched Service Catalog SaaS 1988 2005 1990 1995 1997 2000 2001 2003 2004 2006 2007 2008 2009/10
    • 4. Service Catalog – what is it?
    • 5.  
    • 6. 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
    • 7. What do we mean by ‘services’?
    • 8. Developing a Service Focus Good Systems Poor Service Good Systems Good Service Poor Systems Poor Service Good Service Poor Systems Tech Focus Service Focus
    • 9. Negotiating SLAs across the business
    • 10. SLAs, OLAs and Contracts SLA Service Level Agreement agreement between IT & its customers OLA Operational Level Agreement internal IT SLA between groups Contract External supplier agreement
    • 11. SLM Implementation 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 3 rd party contracts What are your resource levels? 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
    • 12. Are SLAs a waste of time?
    • 13. SLAs
      • Most SLAs are:
      • created by IT departments
      • a waste of time …!?
      • What do you mean?
      • Patronizing
      • Irrelevant
      • Inappropriate
      • IT and system-focused
      • Over-engineered
      • Under-estimated
      • Un-measureable
      • Un-actionable
      • Not measured or acted upon
      • Generally untroubled by use
    • 14. The SLA Small Print…
        • ICT accepts no responsibility whatsoever at any time for anything it might or might not do..
        • SLA performance is not guaranteed, but is expected to reach 60% of 90% of the agreed target, except when the DBAs and Network Team are on holiday.
        • The Service Desk will accept calls from users if they really feel like it. They also reserve the right to ask unreasonable questions about serial numbers, otherwise all contact is invalid.
        • IT reserve the right to send meaningless automated emails to users at any time.
        • Query response times are expected to be sub-second, unless there is excessive run-time load from QRG tables on the JTAG server in X/DOPP.
        • IT will respond in a timely manner to high-priority business incidents, if they are asked very nicely and also made to feel very special and important.
        • System availability will be 100% when not required, patchy at key business times, which are not agreed or understood.
        • All requests will be ignored until they are chased up by users or their angry PAs .
        • Requests for PCs will be delivered within 6 months or at least before the requester leaves the organization – or whichever is most convenient for the IT department.
        • Issues or complaints should be escalated to the least responsible person available.
    • 15. What the Small Print means…
        • IT accepts no responsibility whatsoever, at any time, for anything it might or might not do.
        • SLA performance is not guaranteed, but is expected to reach 60% of 90% of the agreed target, except on working days.
        • IT reserve the right to send meaningless automated emails to users at any time.
        • Query response times are expected to be sub-second, unless there is excessive run-time load from QRG tables on the JTAG server in X/DOPP.
        • IT will respond in a timely manner to high-priority business incidents, if they are asked very nicely, and also made to feel very special and important.
        • System availability will be 100% when not required and patchy at key business times, which IT are unaware of.
    • 16. Why are SLAs like this?
    • 17. Why are SLAs like this?
      • SLAs should be useful and valuable tools to improve service quality and efficiency
      • They set targets which can be measured to identify gaps in service provision
      • However:
      • SLAs are often started without services being defined or understood
      • There is often little understanding of how to build and negotiate services and SLAs
      • In effect the services are also being defined as well as the SLAs – perhaps unwittingly
    • 18. SLAs are…
      • Agreements!
      • Based on understanding and collaboration
      • Simple clear documents - no jargon or techno-speak
      • Terms of reference
      • Targets for normal operations and during emergency situations
      • Living documents and processes
      • Measured and used for development
    • 19. How can we avoid these issues?
    • 20. Avoiding Issues
      • Get everyone across IT and the business together to agree the objectives and approach
      • Start with services and Service Catalog
      • Get the right people involved
      • Adopt a pilot / phased approach
    • 21. SLA Guidance
      • Education at the outset:
        • Aids buy-in
        • Speeds up the process
        • Avoids costly delays later in the project
        • Gets people talking in the same language
        • Establishes IT & business partnership and communication channels
      • Transparency of IT costs/pricing encourages the business to engage
      • A pilot establishes approach and credibility
    • 22. SLA Guidance
      • Services need to be understood and presented as positive elements rather than simply identifying the areas where they go wrong.
      • Clear definition of services in the Service Catalog provides the sound foundation for appropriate SLAs:
    • 23. Service Catalog Hierarchy
    • 24. Some Critical Items to have in an SLA
      • Simple description of service (in business terms) and what it delivers
      • Agreed hours of service
      • Response times – incidents, RFCs. Providing it can all be measured!
      • Availability of service
      • Security and data integrity
      • Customer and provider responsibilities
      • Exceptions, critical business criteria/periods
      • Review dates and customer sign-off
    • 25.  
    • 26. Using tools & user request portal for buy-in
    • 27.  
    • 28. Service Design
    • 29.  
    • 30.  
    • 31. Summary
    • 32. SLAs That Work - Summary
      • Seven simple tips for successful SLAs…
      • Start with services – understand what current services are provided and what needs to be designed for improvement
      • Ask the business what they want – or what they think their services are
      • Use simple and appropriate language
      • Keep the SLA realistic and achievable
      • Only set up an SLA that can be measured
      • Keep them short and concise – otherwise no one will read them
      • Keep smiling
    • 33. Additional Resources Axios Systems Details: www.axiossystems.com [email_address] http://twitter.com/axios_systems http://www.servicecatalogblog.blogspot.com Service Catalog Resources: Sharon Taylor Webcast Sharon Taylor White Paper Webcast Series: 05.19.10 Service Catalog Reporting: Step Your Metrics Up A Gear On Demand Designing and Designing Your Services 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.