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