Best Practices for Implementing a Service Catalog and Enhanced ITSM
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Best Practices for Implementing a Service Catalog and Enhanced ITSM

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The Service Catalog is the end-user view into IT – a ‘Shop Window’ where IT can advertise the available services. Service Management is all about delivering and maintaining the IT services required......

The Service Catalog is the end-user view into IT – a ‘Shop Window’ where IT can advertise the available services. Service Management is all about delivering and maintaining the IT services required by the Business to perform the operations of the organization.

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  • Serena Software 07/26/12 Copyright © 2010 Serena Software, Inc.
  • Serena Software 07/26/12 Copyright © 2010 Serena Software, Inc.
  • First published in 1936 Serena Software 07/26/12 Copyright © 2010 Serena Software, Inc.
  • Serena Software 07/26/12 Copyright © 2010 Serena Software, Inc.
  • Serena Software 07/26/12 Copyright © 2010 Serena Software, Inc.
  • Serena Software 07/26/12 Copyright © 2010 Serena Software, Inc.
  • Serena Software 07/26/12 Copyright © 2010 Serena Software, Inc.
  • Serena Software 07/26/12 Copyright © 2010 Serena Software, Inc.
  • Serena Software 07/26/12 Copyright © 2010 Serena Software, Inc.
  • Serena Software 07/26/12 Copyright © 2010 Serena Software, Inc.
  • Serena Software 07/26/12 Copyright © 2010 Serena Software, Inc.
  • Serena Software 07/26/12 Copyright © 2010 Serena Software, Inc.
  • Serena Software 07/26/12 Copyright © 2010 Serena Software, Inc.
  • Serena Software 07/26/12 Copyright © 2010 Serena Software, Inc.
  • Serena Software 07/26/12 Copyright © 2010 Serena Software, Inc.
  • Serena Software 07/26/12 Copyright © 2010 Serena Software, Inc.

Transcript

  • 1. IT Service Management Service Catalog Service Level ManagementKeith Schofield – ITSM Specialist
  • 2. Agenda Introduction Me Serena Software ITIL Service Catalog Service Level Agreement Road to Implementation2 SERENA SOFTWARE INC.
  • 3. Agenda Introduction Me Serena Software ITIL Service Catalog Service Level Agreement Road to Implemention3 SERENA SOFTWARE INC.
  • 4. Who am I?Keith Schofield, Arlington VA25+ years experience in IT Industry•ITIL v3 Certified•IT Service Management•Software Planning•Software Design & Implementation•Operational Support Systems•ETOM experience4 SERENA SOFTWARE INC.
  • 5. Serena Company Overview Strength • 30 years in business • $225+ million annual revenue • $85+ million annual EBITA • 4,000 active enterprise customers Investment • Privately owned by Silver Lake Partners • $14B in Assets Leadership • Global leader in technology investing5 SERENA SOFTWARE INC.
  • 6. Serena Company Overview Strength • $30+ million R&D investment • 300 engineers • Innovations • Application Life Cycle Investment Management • Release Management • IT Service Management Leadership6 SERENA SOFTWARE INC.
  • 7. Serena Company Overview Strength • Leader in transparency and efficiency • Market leadership in ALM and BPM • Industry Recognition Investment • Forrester Research • Butler Group • Gartner Leadership • Ovum7 SERENA SOFTWARE INC.
  • 8. Agenda Introduction Me Serena Software ITIL Service Catalog Service Level Agreement Road to Implementation8 SERENA SOFTWARE INC.
  • 9. Business vs. IT9 SERENA SOFTWARE INC.
  • 10. IT Business Challenges How can I get the most out of every person, Reduce IT Costs asset, project, and activity? How can I map IT investments and operational Increase Business Impact decisions to business priorities? How can I meet the expectations of the Improve Quality of Service business? Manage Risk How can I define and control risk? How can I track what is going on in your Provide Transparency organization and share that with stakeholders?10 SERENA SOFTWARE INC.
  • 11. IT Business Challenges How can I get the most out of every person, Reduce IT Costs asset, project, and activity? How can I map IT investments and operational Increase Business Impact decisions to business priorities? How can I meet the expectations of the Improve Quality of Service business? Manage Risk How can I define and control risk? How can I track what is going on in your Provide Transparency organization and share that with stakeholders?11 SERENA SOFTWARE INC.
  • 12. 5 ITIL Publications Design, develop and implement service management as Service Strategy Service Strategy a a strategic asset. Design new or changed services for introduction into the Service Design Service Design live environment. Coordinate and carry out the activities and processes Service Operations Service Operations required to deliver and manage services at agreed levels to business users and customers. Continually align and re-align IT services to the changing Continual Service Continual Service business needs by identifying and implementing Improvement Improvement improvements to IT services that support business processes.12 SERENA SOFTWARE INC.
  • 13. ITIL Publications’ Processes Service Strategy Service Strategy 1. Service Level Management 2. Service Catalog Management 3. Supplier Management Service Design Service Design 4. Availability Management 5. Capacity Management Service Transition Service Transition 6. Continuity Management 7. Information Security Management Service Operations Service Operations Continual Service Continual Service Improvement Improvement13 SERENA SOFTWARE INC.
  • 14. Service Catalog“A database or structured Document withinformation about all Live IT Services, includingthose available for Deployment. The ServiceCatalogue is the only part of the ITIL ServicePortfolio published to Customers, and is used tosupport the sale and delivery of IT Services. TheService Catalogue includes information aboutdeliverables, prices, contact points, ordering andrequest Processes.” ITIL V314 SERENA SOFTWARE INC.
  • 15. Service Catalog Management Aims and Objectives• Aim To provide a single source of consistent information for all agreed services and ensure that it is widely available to those who are approved to access it Ensure service catalog documentation is updated and accurate for all current and approved services• Objectives Manage the information contained in the service catalog • Status • Interfaces • Dependencies of services15 SERENA SOFTWARE INC.
  • 16. Service Level Agreement“An Agreement between an IT Service Provider and aCustomer. The SLA describes the IT Service, documentsService Level Targets, and specifies the responsibilities ofthe IT Service Provider and the Customer. A single SLAmay cover multiple IT Services or multiple Customers.” ITIL V316 SERENA SOFTWARE INC.
  • 17. Service Level Management– Aims and Objectives Aim Ensure that an agreed level of IT service is provided for all current IT services Objectives Define, document, agree, monitor, measure, report and review service levels Provide and improve the relationship with business Ensure specific/measureable targets are developed for all IT services Monitor/improve customer satisfaction with the quality of service delivered Ensure IT and the customers have a clear expectation of the level of service to be delivered17 SERENA SOFTWARE INC.
  • 18. SLA’s and OLA’s Service Level Operational Level Agreement Agreement•An agreement between an IT •An agreement between an ITService Provider and a Service Provider and a ThirdCustomer party•The SLA describes the IT •An OLA supports the IT ServiceService, documents Service Provider’s delivery of ITlevel Targets and specifies the Services to Customers. Theresponsibilities of the IT Service OLA defines the goods orprovider and the Customer Services to be provided and the responsibilities of both parties.18 SERENA SOFTWARE INC.
  • 19. IT Maturity Source: Gartner, Inc. (2008) Level 4 Level 3 Value Level 2 Service • IT as a strategic • IT as a service business partner Level 1 Proactive • IT and business provider • Analyze trends •Define services, metric linkages Level 0 Reactive • IT/business • Set thresholds classes, pricing • Fight fires • Predict problems • Understand costs collaboration Chaotic • Inventory • Measure app. • Guarantee SLA’s improves business • Ad hoc • Measure and processes • Desktop software Availability • Undocumented report service • Real-time distribution •Automate • Unpredictable • Initiate problem • Mature problem, availability infrastructure • Multiple help • Integrate • Business planning management configuration, desks process change, asset and processes • Minimal IT • Alert and event performance mgt. • Capacity operations management Management • User call • Measure notification component availability (up/down) tric Client cen driven centric Demand Process riven gy centric Service d Technolo ven Supply dri19 SERENA SOFTWARE INC.
  • 20. ITIL Adoption drives Transformation20 SERENA SOFTWARE INC.
  • 21. Agenda Introduction Me Serena Software ITIL Service Catalog Service Level Agreement Road to Implementation21 SERENA SOFTWARE INC.
  • 22. It’s all about the Service22 SERENA SOFTWARE INC.
  • 23. Consumers and Providers23 SERENA SOFTWARE INC.
  • 24. Service Definitions24 SERENA SOFTWARE INC.
  • 25. IT’s value to the business HR IT OrganizationCloud Marketing Consume Provide Service Service PackageHosted Internal OfferingsService Service Sales 25 SERENA SOFTWARE INC.
  • 26. Service Catalog What sources or factors will help us to determine which services to include in a service catalog? What are the expectations of the end-user? How can the service delivery manager/team use the service catalog? Once we have defined a service catalog, what are some of the next logical processes that can be formally created?26 SERENA SOFTWARE INC.
  • 27. Service Catalog – Which ServicesInventoryCommunicateKeep it simpleCategoriesAbstract/Bundle Services27 SERENA SOFTWARE INC.
  • 28. Start SmallRequest•PC•Messaging serviceSupport•Report an Issue•Password reset28 SERENA SOFTWARE INC.
  • 29. Service Catalog – User Perspective FIND REQUEST TRACK29 SERENA SOFTWARE INC.
  • 30. Service Catalog – IT PerspectiveWhat goes on behind the scenes? Service Fulfillment Service Monitoring Service Support30 SERENA SOFTWARE INC.
  • 31. Service Catalog - Example31 SERENA SOFTWARE INC.
  • 32. Service Catalog - Example32 SERENA SOFTWARE INC.
  • 33. Service Catalog - Caution Do not Assume Build without Buy-in Boil the Ocean Just another document33 SERENA SOFTWARE INC.
  • 34. Service Catalog – BenefitsMore Customer FocusedProvide justification for resourceTracking consumption and CostCan change the “How”not the “What” 34 SERENA SOFTWARE INC.
  • 35. Service Level Agreements35 SERENA SOFTWARE INC.
  • 36. SLA – Multiple componentsService Elements Service DeliveryManaged Elements Service Support Service Operation36 SERENA SOFTWARE INC.
  • 37. Defining SLAs Assess Consult Consensus Develop Implement Report Enhance37 SERENA SOFTWARE INC.
  • 38. SLA Considerations - metrics“If you can’t measure it…• Request fulfillment• Service support• Availability/Performance… you can’t report on it” 38 SERENA SOFTWARE INC.
  • 39. Overall - Benefits Control Transparency Flexibility Risk Cost39 SERENA SOFTWARE INC.
  • 40. Take Aways Assess Current State Communicate Think Big - Start Small40 SERENA SOFTWARE INC.
  • 41. Demonstration41 SERENA SOFTWARE INC.
  • 42. IT with Business42 SERENA SOFTWARE INC.
  • 43. Thank Youkschofield@serena.com