Western Region Speaking Tour -- Service Catalog in Action


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Western Region Speaking Tour -- Service Catalog in Action

  1. 1. Service Catalog in Action<br />HDI Western Regional Tour<br />Dallas - Phoenix – Los Angeles – Orange County – San Diego – San Francisco – Modesto - Sacramento<br />
  2. 2. Agenda<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />IT Today and Tomorrow<br />IT consumerism<br />Value of IT<br />What is a Service Catalog<br />Catalog 101<br />Portfolio and beyond<br />Service Catalog In Action (Other Organizations)<br />Live Catalogs on The Web<br />Case Studies<br />
  3. 3. Who Do You Think You Are?<br />Started as a Help Desk Tier One 1990<br />Moved to Help Desk Manager<br />FrontRange HEAT & ITSM Consultant<br />Integrations Product Manager for Service Desk & Desktop Management Tool<br />Business Development / Thought Leadership Touchpaper<br />Founder ServiceSphere<br />
  4. 4. ServiceSphere<br />Invoke the IT support customer experience to embrace the social support journey.<br />
  5. 5. Zendesk<br />Founded 1997<br />Help Desk Software doesn’t have to be costly and complicated and should be focused on the customer experience.<br />SaaS, Customization, and Quick To Start Using<br />“Our life is frittered away by detail. Simplify, simplify!”– Henry David Thoreau<br />Not Your Traditional Vendor, but a Community!<br />One More Thing….<br />
  6. 6. HootSuite<br />Founded 2008<br />Social Dashboard<br />Scheduling, Team and Stats!<br />Integration into zendesk!!!!<br />One window to your support discussion.<br />One More Thing<br />
  7. 7. IT Today and Tomorrow<br />IT Consumerism<br />Todays IT Consumers come to the organization with ready knowledge of:<br />WiFi<br />Computers<br />Cloud Computing<br />Networking<br />Software<br />In 1990, 1995, 2000 and 2005 this was not the case.<br />
  8. 8. IT Today and Tomorrow<br />IT Consumerism<br />Organizations Need to Prepare for IT Consumers From 2015<br />What will happen When Infrastructure is moved to the Cloud?<br />How will ubiquitous Internet Connectivity Change <br />How will you manage service request for equipment that you can’t see?<br />
  9. 9. Poll <br />ITIL v2<br />ITIL v3<br />Service Catalog<br />Service Portfolio<br />SKMS<br />
  10. 10. Catalog <br />User Experience<br />Services<br />Service – Anything that Brings value.<br />
  11. 11. The Value of IT<br />From Systems To Services<br />We don’t support systems, we support People, who consume Services, that are made up of COMPLEX systems.<br />Services are EASY to ask for and EASY to understand<br />Disparate Groups Becoming ONE system in support of Services<br />Value is Perception <br />
  12. 12. What is A Service Catalog<br />Provides a central source of information<br />Ensures all areas of the business can view an accurate, consistent picture of all IT services, their details and status<br />Contains customer-facing view of IT services in use, how they are intended to be used, business processes they enable and quality of service to be expected.<br />
  13. 13. What is A Service Catalog<br />
  14. 14. What is A Service Catalog<br />
  15. 15. What is A Service Catalog<br />
  16. 16. What is A Service CatalogWhat it is NOT<br />
  17. 17. What is A Service CatalogWho Does It<br />
  18. 18.
  19. 19. Service Catalog and The Business<br />
  20. 20. Service Catalog and The Business<br />
  21. 21. Anatomy of a Service<br />
  22. 22. Service vs. Service Request<br />
  23. 23. Portfolio and Beyond<br />All ITIL processes lead back to the Catalog<br />
  24. 24. Views To Service <br />
  25. 25. Yes, No Maybe<br />
  26. 26. From Top to Bottom<br />
  27. 27. From Top to Bottom<br />
  28. 28. From Top to Bottom<br />
  29. 29. In Action<br />BC Institute of Tech http://www.bcit.ca/its/services/<br />Harvard's Service Catalog http://www.fas-it.fas.harvard.edu/services/catalog  <br />CA.Gov http://www.servicecatalog.dts.ca.gov/<br />Vanderbilt http://its.vanderbilt.edu/services/a-z<br />State of NC http://www.its.state.nc.us/ServiceCatalog/Index.asp<br />
  30. 30. Results: Improved Customer Satisfaction and Service Delivery<br /><ul><li> Services All in One Place
  31. 31. Customer Friendly
  32. 32. Easy to Understand
  33. 33. Easy to Use
  34. 34. Orders Filled Faster
  35. 35. Process Improvements
  36. 36. Reduced Headcount</li></li></ul><li>Why?<br />Decide If It is WORTH it.<br />Now you have seen it:<br />What Issues Do You Wish To Solve With It?<br />What Things or Current Projects Could A Service Catalog be part of?<br />Who Would Need To Be Included?<br />Who Would You Market This?<br />Are You Ready to re-TRAIN everyone's thinking?<br />
  37. 37. Get Started HOW?<br />Educate, Educate, Educate<br />Workshops on Service Mapping and Catalog<br />Define Time Line<br />Define 1 Service Offering<br />Pilot offering to Alpha Customers<br />Check, Refine, Grow<br />Market The Coming Consumerism<br />Create Core Group<br />Define Scope<br />Build vs. Buy Tool<br />Create Your Offerings<br />Publish Your Catalog<br />
  38. 38. Getting Started<br />
  39. 39.
  40. 40. 8 Steps To Developing A Service Catalog<br />
  41. 41. 8 Steps To Developing A Service Catalog<br />
  42. 42. 8 Steps To Developing A Service Catalog<br />
  43. 43. The Road Ahead<br />From Trouble Logging to Service Provider<br />
  44. 44. Thank You <br />info@servicesphere.com<br />@servicesphereon Twitter<br />303-459-4083<br />
  45. 45. Open Discussion<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />