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The Service Catalog: Cornerstone of Service Management
The Service Catalog: Cornerstone of Service Management
The Service Catalog: Cornerstone of Service Management
The Service Catalog: Cornerstone of Service Management
The Service Catalog: Cornerstone of Service Management
The Service Catalog: Cornerstone of Service Management
The Service Catalog: Cornerstone of Service Management
The Service Catalog: Cornerstone of Service Management
The Service Catalog: Cornerstone of Service Management
The Service Catalog: Cornerstone of Service Management
The Service Catalog: Cornerstone of Service Management
The Service Catalog: Cornerstone of Service Management
The Service Catalog: Cornerstone of Service Management
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The Service Catalog: Cornerstone of Service Management

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  • © 2001 Pink Elephant Inc. All rights reserved.
  • © 2001 Pink Elephant Inc. All rights reserved.
  • Notes: Service Delivery, Service Level Management, Page 33 Section 4.4 Implementing the process Section 4.4.1 Product a Service Catalogue, raises the question of What is a Service? The slide takes the definition from the book. A ‘service’ can be made up of other ‘services. IT staff often confuse a ‘service’ as perceived by the Customer with an IT system. The Service Catalogue may define a hierarchy of services, qualifying business service/infrastructure service/network service/application service. The Catalogue may be a matrix.
  • © 2001 Pink Elephant Inc. All rights reserved.
  • This is the executive business customer perspective. They see the portfolio of available services with their own view of the Service Catalog This view has both service offerings and service agreements. Service offerings are packages such as app hosting, SAP financial services, desktop computing – that are made up of specific IT services provided by the IT silos like messaging, telco, storage, etc. And they have service agreements and invoices for these service offerings, with the ability to forecast demand and manage budgets. Let’s see how this structure gets used in a real life case study.
  • © 2001 Pink Elephant Inc. All rights reserved.
  • Transcript

    • 1. The Service CatalogCornerstone of Service Management with George Spalding Executive Vice-President Pink Elephant Pink Elephant – Celebrating over 20 Years Of ITIL Experience
    • 2. The Changing Role For IT HIGH Influence On The Business IT customers are the customer of Value Network Focus the organization IT is perceived as an internal Business Focus business partner IT has a single strategy and is focused on the Customer Focus customer, but is perceived as an external supplier IT is focused on the integration and delivery of end- Service Focus to-end IT services (business solutions) IT is focused on technology, infrastructure and applications are LOW Technology Focus treated as separate and largely unrelated domains Role Of IT/IS In The Organization © Pink Elephant, 2012 All Rights Reserved.Service Catalog & Request Fulfillment ITIL® is a Registered Trade Mark of the UK Cabinet Office 2
    • 3. 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 © Pink Elephant, 2012 All Rights Reserved.Service Catalog & Request Fulfillment 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 © Pink Elephant, 2012 All Rights Reserved.Service Catalog & Request Fulfillment ITIL® is a Registered Trade Mark of the UK Cabinet Office 4
    • 5. The Service Catalog The Service Catalog is the Key Enabler in transforming to a The Service Catalog is the Key Enabler in transforming to a Service-Centric, Customer-Focused Model for IT Service-Centric, Customer-Focused Model for IT © Pink Elephant, 2012 All Rights Reserved.Service Catalog & Request Fulfillment ITIL® is a Registered Trade Mark of the UK Cabinet Office
    • 6. Views Into The Service Catalog Business Customer • What services am I using? • What levels am I receiving? • What is my IT spend? Service Level Manager / IT View • What services do I offer? • What levels are available? • What are my key metrics? Service Catalog End User • What services can I buy? • What does this include? • When will I get it? © Pink Elephant, 2012 All Rights Reserved.Service Catalog & Request Fulfillment ITIL® is a Registered Trade Mark of the UK Cabinet Office
    • 7. Business Customer View of The Service Catalog – Sample Business Customer © Pink Elephant, 2012 All Rights Reserved.Service Catalog & Request Fulfillment ITIL® is a Registered Trade Mark of the UK Cabinet Office
    • 8. Composition Of A Service Business Service Business Service Management Business Business Business process 1 process 2 process 3 Requirements/demand: IT Services Policy/strategy governance compliance Utility: Name, description, Service purpose, impact, contacts Warranty: Service levels, targets, SLAs/SLRs service hours, assurance, including responsibilities cost/price we V s s e n s u B Assets/resources: i Infrastructure Environment Data Applications Systems, assets, components i Assets/capabilities: Process, supporting OLAs Support IT contracts services processes targets, resources Assets/capabilities: we Vl aci n hc e T Support Suppliers Resources, staffing, skills teams © Crown copyright 2007 Reproduced under license from OGC. Based on Figure 3.2 Service Design, page 24 © Pink Elephant, 2012 All Rights Reserved.Service Catalog & Request Fulfillment ITIL® is a Registered Trade Mark of the UK Cabinet Office 8 i
    • 9. Value Service Network Service Ecosystem Business Shared IT Units Services 3 Service Supplier Business Service Service W Types Unit A Dedicated Unit 1 Service Business Service Unit B Service X Unit 2 Shared Service External Supplier Business Unit C External Service Y Service Outsourced Business Service Unit 3 Unit A Service Z Business Service Embedded IT Unit D Unit 4 Service Catalog © Pink Elephant, 2012 All Rights Reserved.Service Catalog & Request Fulfillment 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. © Pink Elephant, 2012 All Rights Reserved.Service Catalog & Request Fulfillment ITIL® is a Registered Trade Mark of the UK Cabinet Office 10
    • 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 © Pink Elephant, 2012 All Rights Reserved.Service Catalog & Request Fulfillment ITIL® is a Registered Trade Mark of the UK Cabinet Office 11
    • 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 © Pink Elephant, 2012 All Rights Reserved.Service Catalog & Request Fulfillment ITIL® is a Registered Trade Mark of the UK Cabinet Office 12
    • 13. Thank You g.spalding@pinkelephant.com © Pink Elephant, 2012 All Rights Reserved.Service Catalog & Request Fulfillment ITIL® is a Registered Trade Mark of the UK Cabinet Office 13

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