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Pcty 2013 service catalog overview

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  • This slide is meant to make the audience think for themselves. A service is service is a service. Only the fulfillment step may vary between different services, but Request, accept and categorize, approve, review, and close should be performed the same way.
  • Treat service provisioning like any other process… visualize to understand what’s going on, monitor to Control, and automate
  • The previous chart introduced Service Desk and Service Catalog as applications (PMPs) thatoperate on top the Service Management Platform. This chart now introduces the concept of the Service Request Manager as a common package of Service Desk and Service Catalog capabilities. What we have in common here is the concept of satisfying user requests. In general, requests to the Service Desk are handled on a case by case basis; while Service Catalog requests are usually handled in pre-configured manner that is intended to fulfill the request in a best practice manner. Service request center (SRC) offers a unified solution for service request management – whether it is performance problem needing help from service desk or request for provisioning of new software into your workstation through service catalog. Users need to access one application via web or call a person over phone or simply send an email. SRC has built-in service desk functionalities such as incident & problem management; offering solutions to the users through knowledge management; integration with network/application management products to open incident tickets automatically. It also offers service delivery functionalities through its catalog where users can “shop” for services they need through online catalog. Remember they need to pay for what they buy……enabling tighter control over expenses.. Technical highlights of the product are mentioned in the bullet points.
  • This chart gives you a chance to introduce the major parts of the Service Catalog product. Make sure to talk about the distinction between the 3 types of supported services (Descriptive, Action and Supply Chain). Point out that Descriptive services permit a company to advertise services that are delivered in ad hoc, manual manners. It allows a customer to put a service in the Service Catalog in a very low cost manner. Action services provide a cheap way to integrate existing automated services via Launch in Context to external applications or by the execution of Maximo Actions (that can do things like trigger command scripts or custom Java classes that call external APIs). The Supply Chain service fulfillment model leverages the full power of the Maximo purchasing supply chain applications. Purchase Orders can be generated for external suppliers. Work Order Management allows one to precisely specify and track the human and non-human resources that are needed to satisfy a request for service and also to specify the manual and automated tasks that are to be performed. Service Catalog - Support for a broad spectrum of services Simple service types Description Textual information that describes a service and how to request it Can be link to URL that documents the existence of a customer service Action-based Link to an ISM application or launch in context to an external application More complex service types Supply Chain-based Utilizes Maximo purchasing supply chain components Material Requisition->Purchase Requisition->Purchase Orders->Work Orders Highly flexible Possible to configure multiple providers for the same service Operations personnel can guide the delivery of services Can invoke generate external POs, call external applications, etc. Fast path handling can be configured Supply Chain maintains status and KPIs Service Definition / Management Service Definition and Capabilities Defines basic attributes of a service Configure service type (Description, Action-based, Supply Chain-based) Specify service-specific attributes Offering Definition Defines what the user will see in the Shopping Environment One Service Definition can have multiple Offering Definitions Can specify default/fixed values for service attributes Can override service parameters set at the Service Definition level Service Catalog Management Manage contents of catalog Control management attributes of Service and Offering Definitions (e.g. price, availability state, SLA, etc.) Export/Import tools Permits all the portions of a Service/Offering Definition to be exported and imported KPIs and Reporting
  • Service Catalog roles are based on the ITUP roles. ITIL V3 may impact current definitions, as its updates have reworks in the are of Service Catalog and Service Request and Delivery management Administrative / Definitions roles Service Designer ( mainly uses Service Definition, Offering Definition and Catalog Appls) Manages the definition, inclusion and availability of services in the catalog Service Delivery Manager ( mainly uses Capabilities application and Service Definition applications) Co-author of services definition. Builds and manages aggregate delivery plan, including cost and resources Maintains competence , capacity pools and profiles of the delivery teams Service Execution Manager ( mainly uses Reporting and KPIs and capabilities applications) Oversees the operation of the Service Catalog Supply Chain Operational / Execution roles User End user that browses service catalog and submits service requests Business Line Manager New role defined in Service Catalog Review and approves the submission, by the user, of service requests to the supply chain. User Contact Analyst Receive, review and analyze service request information from user Operations Analyst ( mainly uses the Requisitioning management and Service Order and Work order management applications) Executes all operational processes and procedures of Order Planning and Fulfillment Planning Analyzes, prepares, submits and adjusts task planning, workload, work schedule and work items Operation Specialist ( Uses ISM integration points for automated flows ) Perform work items
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    • 1. © 2013 IBM CorporationTivoli process automation environment:Service Catalog OverviewNovember 2011November 2011Morten Møllermoellerm@us.ibm.com
    • 2. © 2013 IBM CorporationDo you?Know which services are provided throughout your organization?– Know how many different teams are providing services?– Know if different teams deliver the same (or similar) services ?– Know if they fulfill the services in a similar fashion?– Know if they using the same infrastructure, tools, and processes?– Know if they (equally) successful?Meet the expectations of your users and sponsors?– Publicize to the users which services are available?– Provide the services in a timely fashion?– Provide the services in a way that the users want to consume?– Meet your SLAs for service provisioning?– Monitoring the process, including changes to the process itself?– Have the right amount of resources allocated to each phase of the process?– Use history to plan and identify problem areas?– Capture user experience through surveys and voting ?Use the technology to enable service-on-demand?– Enable self-service through a mobile-enabled web portal?– Allow users pick solutions from a knowledge base?– Automatically link to external service providersExpect to realize monetary or organizational benefits bystreamlining and optimizing the service provisioning?
    • 3. © 2013 IBM CorporationAutomate, Control, VisualizeTo optimize your service provisioning, you must:•Automate•Control•Visualizethe service provisioning process.•Automate as much of the request, accept, approve, authorize, fulfill, review, close tasks as possibleto:• Streamline and homogenize your processesto make them robust and repeatable• Decrease delivery time• Increase quality and customer satisfaction•Control the service provisioning process by monitoring andwarehousing history and key metrics. This helps you:• Meet SLAs with minimal resources• Document and plan resource requirements• Measure and document the effect of changes to the process•Visualize and analyze the service provisioning process metrics to:• Document your achievements• Identify problem areas and candidates for improvements or automation• Extract lessons-learned
    • 4. © 2013 IBM CorporationAgenda• Introduction to IBM Service Management• Customer Pain points• Service Catalog• What is a service catalog?• Service catalog components• Roles, applications & tasks• Shopping user interface• Service Offerings• Service Request fulfillment• Service Catalog Administration•Enterprise App Store4
    • 5. © 2013 IBM CorporationIntegrated approach to Service ManagementIntegrated SolutionAn Integrated set of solutions represent the fullmanagement of data, processes, tooling andpeopleCommon Data ModelThe core solutions share a common datasubsystem for simple data sharingProcesses that WorkTogetherThe core solutions share a process workflowautomation engineNo Rip and ReplaceLeverage existing investments in IBM and 3rdpartyIT management toolsLower Cost of OwnershipLower infrastructure and training costs, simpleupgrade modelTivoli Process Automation EngineMaximoEnterprise AssetManagementConfig, Changeand ReleaseManagementService RequestManagerService DeskService CatalogTivoli ProvisioningManagerTivoli EndpointManagerAssetManagement forITCommon Data SubsystemTADDM5
    • 6. © 2013 IBM CorporationUnified solution to improve productivity• Advanced work management processes• Flexible and easy to configure, no coding required• Dashboards and reports• Multi-customer support• Based on leading standards-based technology– J2EE, SOA, XML• Process integration, built fromthe ground up on ITIL• Single user interface• Data integration• Underlying platform supports multiple products toprovide unified solutionUsersService DeskService CatalogServiceRequestsCatalogRequestsShopping RequisitionOrderManagementOrder TrackingOMP/PMPIntegration forautomationSRM ServiceProvider SolutionintegrationKnowledge Incident Problem Asset/CIOMP/PMPIntegration forautomationSRM ServiceProviderSolutionintegrationShared Service CenterTypical integrationin custom portalSupports all types of services:Facilities, IT, procurement, HR etc.7
    • 7. © 2013 IBM CorporationCustomer Pains – if service catalog is not used• Customers cannot manage Service Delivery effectively. Which “services” are actually being provided How frequently they are being requested How satisfactorily they are being fulfilled Inability to predict future demand for services, so planning for them is weak End users do not know what services they are entitled to and how to obtainthem.• Operations personnel do not have well defined, best practice, fulfillmentprocesses defined. As a result they fulfill the same requests in differentmanners. For IT services that affect critical hardware and software assets, need to tightly integrateService Delivery with established IT Management processes8
    • 8. © 2013 IBM CorporationWhat is Service Catalog?ServiceIndexA list of services……available in anonline catalog……which supportsonline ordering……and automatedorder fulfillment• Structured, searchable, database of services available to endusers• Description, service levels, costs, availability, entitlements• Support transaction services and subscription services• Add orders to a shopping cart, checkout• Order authorization and approval• Fulfillment/provisioning of transaction/subscription services• Workflow management of manual process steps• Drive automation of IT processes – esp. change and releaseService Catalog (an application)Metrics/DataProcess Flow9
    • 9. © 2013 IBM CorporationExamples of Service Offerings published in a Catalog10 IT Services– Password reset– Request a mobile device– Request a laptop– Deploy a server in a datacenter– Provision my laptop with a specific SW application– Request a toner to a printer Enterprise App Store– Request SW license and install on desktop (with authorization– Request SW install on mobile device– Request removal of SW and return license to pool. Procurement and Travel Services…approval required, optional links to external service providers HealthCare services…(links to external service providers)All services that are available to employees can be published through an online service catalog.Fulfillment can be AUTOMATED or MANUAL. Incident and Problem reporting HR Services–Request for a new employee badge–On-boarding of new employees–Off-boarding of employees–Request salary increase (requires authorization) and tax withholding.–Changes to personnel and organizationalinformation or status Facilities services–Turn on light, adjust temperature–Book facilities (meeting room, video conferencefacilities etc.)–Request catering–Move my office–Minor facility requests such as replace my officelight bulb, paint my office etc.–Disposal of dangerous materials–…
    • 10. © 2013 IBM CorporationService Catalog components in IBM SmartCloud Control Desk• Roles and Start Centers• Service Definition Templates• Request Workflows• KPIs and Thresholds• Queries and Reports• Escalations and NotificationsBest Practice ContentShopping UIsService Tooling• Extensibility• Catalog definition tooling• Service & Offering definition tooling• Fulfillment Option definition tooling• Upgrade tooling• Common Service Requests• Launch to Incident, Problem,Change and Release• CMDB Integration (CI/Asset selection)Process Integration• Shopping Cart• Favorites / Recommended• SearchOrder Fulfillment• Descriptive• Action• Supply ChainService Creation& PublishingService Ordering“Shopping”Service OrderManagementServiceFulfillmentServiceMonitoring11
    • 11. © 2013 IBM CorporationService Catalog - Main Roles, Activities, and ToolsIT Operations Analyst: Complete order planning Work schedule assignmentIT Operations Specialist: Performs work itemsISM Integrations(Change, PMPs, OMPs)Service OrderApplicationWork MgmntApplicationsService DefinitionApplicationOffering DefinitionApplicationCapabilitiesApplicationCatalog DefinitionApplicationService Designer: Define Services Define Offerings and CatalogsService Delivery Manager: Determines delivery plan Determines providersServiceAdministrationOperationsUserShopping UIIT User: Searches for services Submit requests Monitor status SRM Start center12
    • 12. © 2013 IBM CorporationKey Features of the Self-Service UI13Entitlement•Users view only those offerings that they are entitled to•Users can browse or search for an offering•Requests are validated before they are submitted•Shopping Cart•When a user submits a request, Service Requests are created.Catalog Request represents the cart.
    • 13. © 2013 IBM CorporationList of Service OfferingsCart 0 Items14
    • 14. © 2013 IBM CorporationCustomer input when a service is requested!15
    • 15. © 2013 IBM CorporationOrders in the shopping cart & status16
    • 16. © 2013 IBM CorporationService OfferingsThe Offering application to design offerings.When you design an offering, think of:• Job Plans• Validation Scripts• Workflows• Response Plans• Classifications17• Some offerings may be auto-approved.• Approvals can be specific to each offering.• If needed, approvals can be made unique basedon requester, site, or by any other data in theService Request.Service Catalog uses standard Tpae tools for fulfillment:• Response Plans can be used to vary what Ticket Template, Job Plan is applied based on requester,site, etc.• Workflows, Work Orders can be used for fulfillment.• Reduces learning curve for designers, operators.
    • 17. © 2013 IBM CorporationService Catalog Administration• Entitlement can be defined using Security Group application.• The Catalog application s used to design catalogs and append offerings.• Full SLA function is available for Catalog Service Requests.• Surveys can be used for Catalog Service Requests to measure user satisfaction.• Tight Integration with IT asset management & provisioning applications– Reserve items automatically when Work Order is approved.– Automatically provision SW as needed• Integration:– Service Catalog objects are accessible thru Web Services. For example, customers can develop their own catalogUIs, if needed.– Service Requests may be shipped to vendor systems for fulfillment.– Using Integration Framework, fulfillment flows may be integrated with management apps.• Multi-customer support:– Customers may be authorized for one or more catalogs.– Agents may be restricted to submit Service Requests from one or more customers.• Billing:– Pricing rules may be specified for catalog transactions– Bills can be generated periodically for each customer– Customer can review the bill and raise issues18
    • 18. © 2013 IBM CorporationQuestions?19 19
    • 19. © 2013 IBM Corporation20Thank YouMerciGrazieGraciasObrigadoDankeJapaneseEnglishFrenchRussianGermanItalianSpanishBrazilian PortugueseArabicTraditional ChineseSimplified ChineseHindiTamilThaiKorean
    • 20. © 2013 IBM CorporationTivoli SmartCloud Control Desk:Backup Slides
    • 21. © 2013 IBM CorporationTivoli SmartCloud Control Desk:Enterprise App Store
    • 22. © 2013 IBM CorporationMarket Trends: Internal Enterprise App StoreEnd users comfortable with using AppStoresprovided by companies like Apple, Google,Amazon.– Browse applications– View comments and ratings– View pricing– Click to purchase– Automated deployment to target device• Enterprises want to provide a similar experiencefor internal apps – but have additionalrequirements– SW license management– Integration with procurement– Chargeback– Policy enforcement• Enterprises also have broader requirements for– Apps for multiple platforms• Windows, Mac, Linux– Device types• Laptops, desktops, servers, mobile• A total enterprise view requires support for an“Electronic Software Store” - not just apps – butalso virtual machine requests, OS requests,storage requests• Enterprises also have to provide support forusers if they run into issues– Solutions knowledge base
    • 23. © 2013 IBM CorporationEnhanced Self-Service CenterKey features– Hierarchical navigation– Live Chat support– News Pod– Request Status Pod– My Assets Pod24
    • 24. © 2013 IBM CorporationProvide an Internal Enterprise App Storewith Integrated License Management, Automated Deployment, Cost Accounting & Chargeback
    • 25. © 2013 IBM CorporationProvide an Internal Enterprise App Storewith Integrated License Management, Automated Deployment, Cost Accounting & ChargebackKey features– Overview (with full rich text support)– Comments and Ratings– Fulfillment time view– Order form– Pricing support26
    • 26. © 2013 IBM CorporationGet more Social! - Comments and RatingsKey features:– Summary of individual ratings is calculated and displayed– User comments are displayed.– A user can rate the offering directly from the offering dialog, or from the service request status (afterfulfillment).27
    • 27. © 2013 IBM CorporationRequest Fulfillment Runbook Workflow executesEnd User1.) End User Requests Software2.) Workflow Initiated. Checks License Entitlement.3.) Automatic or manual approvals based on policy.4.) Runbook calls TEM to deploy Software5.) Software deployed to target.6.) Status & inventory information provided back to TEM.7.) TEM Software Usage Analysis is loaded into SCCD for license auditSmartCloud Control DeskRunbooks1 2 34TEM Server756Asset & CMDB28
    • 28. © 2013 IBM CorporationEnd-user receives popup on their desktop that TEM is installing thesoftware
    • 29. © 2013 IBM CorporationRequest is completed – End user can see visual status• Approvals tracked explicitly.• Interim status provided.• Progress bar indicator providesvisual cues.30

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