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The Critical Role of Service Catalog

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As the role of IT continues to grow closer to the business, one of the key enabling technologies that allows for a closer and more prosperous relationship is that of the service catalog. …

As the role of IT continues to grow closer to the business, one of the key enabling technologies that allows for a closer and more prosperous relationship is that of the service catalog.

In this webinar we will take a look at what the key business drivers and challenges are to implementing a service catalog. We will also take a close look at who the key stakeholders are to ensuring a successful service catalog and what key metrics you should be using to measure performance and delivery.

Watch the full webinar: https://www.brighttalk.com/webcast/8533/69115

Published in: Technology, Business

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  • 1. The Critical Role of Service CatalogJim BlayneyDirector, Product MarketingEnsuring your Service Catalog is built to meet the needs of yourbusiness and user community.
  • 2. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 2Agenda• Introduction• Challenges & Business Drivers• Service Catalog Attributes• Key Principles of Service Catalog• Marketing and Measuring Your Service Catalog• Q&A
  • 3. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 3Customer & Service?
  • 4. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 4Age of the CustomerNot surprisingly, CIOs and their teams are under increasing pressure to deliver bothtechnology and business process solutions that will improve their customers’ experience—
  • 5. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 5IT Organizational ChallengesManagementFlexibilityAutomationBusiness FocusHigher ExpectationsApplicationsUsersVarious Usage TypesPoor KnowledgeNo AnalysisManual ProceduresDeployment ModelsSaaSHyrbridOn-PremiseIntegration & MigrationPlatformsFasterresolutionReducedcostImprovedservice deliveryCostly to IntegrateNot Solutons BasedInconsistent Up-time & AvailabilityLimited to No ConfigurationsLacks AutomationIncomplete Analysis & Auditing
  • 6. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 6Barriers to SuccessKey Barriers• Disparate end user, servicemanagement, inventory, clientmanagement tool sets• Organizational silos• Lacking defined end-to-endprocesses / workflows• Technical challenges and cost ofintegration of many point solutions31%29%13%12%10%6%Multiple solutions in place andsome solutions/tools areintegratedMultiple solutions in place andnot integrated, tools andsolutions that do not work in…We have one tool/solution inplace for all ITAM and ITSMprocesses and tasksMultiple solutions in place buthighly integratedWe have no solutions in placeto manage IT assets or ITservicesDont know0% 5% 10% 15% 20% 25% 30% 35%Source: IDG Research Survey, September 2011
  • 7. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 7Gartner – Key ChallengesGartner 2012
  • 8. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 8The Transformation Process of“Aligning IT to the Business“Service Catalogs are the cornerstone of service delivery andautomation, and the starting point for any company interestedin saving money and improving relationships with thebusiness.”Julie Giera, Vice President,Forrester Research, Inc.
  • 9. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 9Poll # 1
  • 10. ITIL & Service Delivery
  • 11. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 1111ITIL v3 - Service Lifecycle ProcessesSERVICE STRATEGY• Service Strategy• Service Portfolio Mgmt.• Financial Mgmt.• Demand Mgmt.SERVICE OPERATION• Event Management• Incident Mgmt.• Request Fulfillment• Problem Mgmt.• Access Mgmt.SERVICE DESIGN• Service Catalog Mgmt.• Service Level Mgmt.• Supplier Mgmt.• Capacity Mgmt.• Availability Mgmt.• IT Service Continuity Mgmt.• Information Security Mgmt.SERVICE TRANSITION• Transition Planning and Support• Change Mgmt.• Service Asset & ConfigurationMgmt.• Release & Deployment Mgmt.• Service Validation• Evaluation• Knowledge Mgmt.CONTINUAL SERVICEIMPROVEMENT• Seven Step Improvement
  • 12. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 12ITIL v3 – SPM & SCMService Portfolio Management (SPM)• Pro-active management of an organizations service offerings including theinvestment where each service is has associated costs, objectives, risks andbenefitsService Catalog Management (SCM)• An actionable operational tool to simplify the service request process forcustomers and to link the tool to automated service delivery processes forimproved IT efficiency.
  • 13. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 13Service PortfolioService Pipeline & Service CatalogRepresents commitments and investments made by a serviceprovider across all customers and market spaces and includes:• Present contractualcommitments• New servicedevelopment• On-going serviceimprovement• 3rd party services• Retired services
  • 14. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 14IT Process Maturity ModelChaoticReactiveProactiveServiceValueLEVEL 1LEVEL 2LEVEL 3LEVEL 4Tool LeverageOperational Process EngineeringService Delivery Process EngineeringService ManagementManage IT as a Business Ad hoc Undocumented Unpredictable Multiple help desks Minimal IT operations User call notification Fight fires Inventory Desktop software distribution Initiate problem managementprocess Alert and event management Measure componentavailability (up/down) Analyze trends Set thresholds Predict problems Measure applicationavailability Automate Mature problem,configuration, change,asset and performancemgmt. processes IT as a service provider Define services, classes,pricing Understand costs Guarantee SLAs Measure and reportservice availability Integrate processes Capacity management IT as a strategic businesspartner IT and business metriclinkage IT/business collaborationimproves business process Real-time infrastructure Business planningLEVEL 0
  • 15. Poll # 2
  • 16. Where do I start?
  • 17. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 17Convergence of People, Processand TechnologyWho are our customers?Build vs. Buy?What is our maturity level?What are the expectations?
  • 18. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 18Who are my customers?ITHuman ResourcesOperationsFacilitiesProcurementProvisioningWorkplace ManagementApplication ServicesFinancials - Insurance
  • 19. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 19Key Stakeholders and Role Based Access& EntitlementEnd-UsersService Desk AgentBusiness Unit ManagersService Owner / Provider
  • 20. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 20Customers:Internal vs. ExternalBusiness Service Catalog -• Displays the customer view of the service catalog and lists all servicesdelivered to customers together with relationships to the businessunits and the business processes that rely on the IT services.Technical Services Catalog –• Displays details of the IT services as well as supporting IT services,shared services etc. necessary to provide the service (not visible toend users/customers)
  • 21. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 21Tools: “Actionable” Service CatalogDynamic Service CatalogRole-drivenIncluded, connected to your existing Active Directory (or LDAP)for role-specific and customized catalogsEase of Use andUsabilityFully searchable, categorized, easily navigable for maximum easeof use. Users able to find relevant information quicklyReal-time ordering Users able to order request able services via shopping cartReal-timeorder/requeststatusUsers able to track order and request status in real-timeWorkflowcapabilitiesService ordering and fulfillment workflows can be designed andautomatedIntegration withback-end systemsOut of the box integration with existing tools such as Help Desk,HRMS, CRM, and ERP
  • 22. Service Catalog: 3 Key Principles
  • 23. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 23Principle #1Focus on the CustomerCreate the Service Catalog with focus oncustomer needs• Describe from user’s perspective• Write in non-technical terminologyStrive for consumer catalog look and feel• Easy-to-understand descriptions• Intuitive store-front interface• Content based on function, roles, needs,locations
  • 24. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 24Principle #2:Strive for AutomationTie to service request fulfillmentprocesses• Utilize a shopping cart interface enabling end usersto order services• Track fulfillment status onlineConsider a unique view for business unitexecutives• Detailed budget items• Consumption drivers• Service levels• Business impact of each service that IT provides
  • 25. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 25Return on Investment ExampleService Requests: Where do you save money?• Request via multiple channels• Delivery & Fulfillment workflow processesEmployee Costs and Request Percentages• $24 – Average Call Cost - HDI Practices and Salary Survey• 5% - 22% - Service Request Interactions as a percentageof overall Service Desk work• Gartner: Understanding Service and Support Mix• $90,000 per year - ‘Employee’
  • 26. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 26Automation & Cost BenefitsExisting average time to fulfill Time #• Simple requests 1 day 100• Medium requests 3 days 200• Complex requests 8 days 100Expected/SLA time Time #• Simple requests 1 day 100• Medium requests 2 days 200• Complex requests 5 days 100Time saved for customer: 1,400 days – 900 days =500 days• 500 days ≈ $140,000© Copyright 2008 Third Sky,
  • 27. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 27Principle #3:System of Record & MeasurementEnable IT service organizationsto be managed like a business• Ensure service level compliance• Track costsProvide predictable and reliableservice quality• Standardized and well-documentedservices• Enforce repeatable and measurableservice delivery processesPublish a standard portfolioof business-relevant serviceofferings• Establish a framework forcommunication with thebusiness• Drive continuous improvementOptimize Delivery processesfor high volume services• Discontinue services that are notfrequently requested• Identify key performanceindicators
  • 28. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 28Critical Success Factors &Related KPI’sCritical Success Factor: “Deliver Service as Agreed”• Key Performance Indicators:• Total number and percentage increase in fully documented SLAs in place• % increase of SLAs agreed against operational services being run• % increase in completeness of Service Catalogue versus operational servicesCritical Success Factor: Provide Services at Affordable Costs• Key Performance Indicators:• % improvement of overall Service Delivery costs• % reduction in the cost of monitoring and reporting of SLAs• % increase in the speed and accuracy of developing SLAs
  • 29. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 29Measuring SuccessService Portfolio KPI’sKey Performance Indicator(KPI)DefinitionNumber of Planned NewServicesPercentage of new services which are developedfollowing a strategic reviewNumber of Unplanned NewServicesPercentage of new services which are developedwithout being triggered by strategic reviewsNumber of StrategicInitiativesNumber of strategic initiatives launched from theService Portfolio Management processNumber of new Customers Number of newly won customersNumber of lost CustomersNumber of customers which were lost to competingservice providers
  • 30. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 30SLM Reporting ExamplesSLM Key Performance Indicators:• % reduction in SLA targets missed• % reduction in SLA targets threatened• % reduction in SLA breaches causedbecause of third party support contracts(Underpinning Contracts)• % reduction in SLA breaches causedbecause of internal Operational LevelAgreements (OLAs).
  • 31. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 31Marketing your Service CatalogTake a front office (business) approach to defining andmarketing you service catalog.Tips to getting the message…• Record a message on your phone system telling people that you havea new services available.• Place a signature line in all support analysts email messagesannouncing portal availability, and include a direct link to the portal.• Tie browser home page of your users’ PC default to your portal site.• Email links in customer communication back to Incident in SelfService
  • 32. ©2012 FrontRange. All rights reserved. Proprietary & Confidential. 32Success Driven Service Catalog1 Define Services from the customer view2 Automate as much as you can3 Provide Role Based Access4 Measure and Market your Success5 Implement CSIP - Iterate
  • 33. Questions?
  • 34. For more information please find us atwww.frontrange.comhttp://www.facebook.com/frontrangehttp://www.linkedin.com/company/frontrange-solutions@FrontRangeSols