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IT and Business Service Catalogs

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The Best of Both Worlds: Creating a Business Service Catalog and Technical Service Catalog …

The Best of Both Worlds: Creating a Business Service Catalog and Technical Service Catalog
If you are having a difficult time determining the scope of services to include in your service catalog, consider developing two service catalogs: a business service catalog that is visible to customers, and a technical support catalog that is used internally by IT. This session will provide a unique perspective on IT services, as well as on creating, maintaining, and utilizing service catalogs and service portfolios. The session will focus on practical guidance, critical process relationships, real-life examples, and interactive learning.

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  • 1. Welcome! W l !© ITSM Academy
  • 2. About ITSM Academy  Accredited Education  Since 2003 - Tens of Thousands  Certified Process Design Engineer (CPDE) Trained and Certified  ITIL® Foundation  ITSM Professional Diplomas  ITIL Capability (OSA|PPO|RCV|SOA)  Change/Support/SLM  ITIL Lifec cle (SS|SD|ST|SO|CSI) Lifecycle  Public Classes throughout U.S.  ITIL Managing Across the Lifecycle (MALC)  Corporate On-Site Classes  ISO/IEC 20000 Foundation & Bridge  Virtual Classes  MOF Foundation  Courseware Licensing  Practical, Value-Add Workshops  Corporate & Partner (GEM)  ITSM Leadership, Roles, Service Catalog p g  Al Alumni P i Program  ITIL, MOF, ISO 20K Overviews  PMI Global Education Provider  Apollo 13, Visible Ops: The Class  And more!  Certified Woman-OwnedITIL® is a Registered Trade Mark of the Cabinet Office.© ITSM Academy 2 Welcome!
  • 3. Agenda  The need for and challenges of g building a Service Catalog  Creating a Business Service Catalog and Technical Service Catalog  Leveraging ITIL processes in support of your Service Catalog  First or next steps  What to avoidThanks for joining us today.© ITSM Academy use the chat feature to send in your questions.Please 3
  • 4. Why Do We Need a Service Catalog?  Describes the products and services available a ailable to your c stomers incl ding o r customers including – Cost – Availability – Eligibility – Capacity p y  Provides a mechanism for customers to order or request servicesHow can you manage services if you have  Provides an internal and externalnot yet defined those reminder of what the provider does and services? doesn’t do and for whom© ITSM Academy 4
  • 5. Why are Service Catalogs So Hard to Build? 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. p p  Organizations often struggle with agreement on the scope and definition of their services e a d de o o e se v ces  Many service definitions  Are either too technical or too business centric  Fail to describe how the service directly or indirectly facilitates outcomes or delivers value  Fail to address who owns the specific costs and risks p  Are unique to a specific business process or aspect of the infrastructure Service definition exercises can also be very territorial!© ITSM Academy 5
  • 6. Which of These Would You Define as IT Services?  Logistics/shipping g / pp g  Email/Messaging / g g  Finance  Network  Payroll  Data center - infrastructure  Customer Relationship  Service Desk Management  Application Development  Inventory control  Hosting  Telecom  Desktop provisioning  P i t of S l Point f Sale Why choose? All of these are IT services. services They are just relevant to different audiences.© ITSM Academy 6
  • 7. The Best of Both Worlds ITIL recommends that you build two service catalogs – a Business Service Catalog for customers and a Technical Service Catalog for service providers. Finance Payroll Human Resources Marketing Facilities Business Services Logistics Contracts Network Storage Hosting Website Business IT Technical Service Customer Continuity Continuity Services Desk Relations R&D App Dev pp Security y Backup p Telecom Claims Mobility Inventory Point of Sale Procurement Email© ITSM Academy 7
  • 8. Two-view Service Catalog Business/Customer Business Business Business Service Catalog Process 1 Process 2 Process 3 View Service A Service B Service C Service D Service E Service S i 1 Service S i 2 Service S i 3 Service S i 4 Service S i 5 Service S i 6 Technical/Supporting Service Catalog View Links to related © Crown copyright 2011. Reproduced under license from the Cabinet Office. information Service assets/configuration records Key = Customer-facing services = Supporting services© ITSM Academy 8 ITIL Text - SD 4.2.4.5
  • 9. Three-view Service Catalog Wholesale Service Catalog View Retail Service Catalog View Wholesale Wholesale Retail Retail Customer 1 Customer 2 Customer 1 Customer 2 Service A Service B Service C Service D Service E Service S i 1 Service S i 2 Service S i 3 Service S i 4 Service S i 5 Service S i 6 Supporting Service Catalog View Links to related © Crown copyright 2011. Reproduced under license from the Cabinet Office. information Service assets/configuration records Key = Customer-facing services = Supporting services© ITSM Academy 9 ITIL Text - SD 4.2.4.5
  • 10. The Business Service Catalog  Lists all services available to customers including how to request, eligibility request eligibility, authorities and costs  Describes how each service facilitates business outcomes and delivers direct customer value  Details stakeholders, related services and support  Is written using customer vocabulary and context  Could be offered via a web portal  Commits to generic service levels  Puts boundaries around what IT does (and does not) do A Business Service Catalog can serve as a preliminary or generic S Service Level Agreement.© ITSM Academy 10
  • 11. Defining Business Services  Every business really only does five things  Create/design/develop/acquire products and services  M k and sell those products and services Market d ll h d d i  Deliver those products and services  S Support those products and services t th d t d i  Manage a corporate infrastructure (finance, IT, HR, facilities, etc.) Which IT services facilitate your outcomes for these high level areas? Those services belong in the Business Service Catalog.© ITSM Academy 11
  • 12. The Technical Service Catalog  Is not visible to customers but is invaluable to IT  Describes how technical services fulfill business services and deliver indirect customer value  Captures services a customer would not usually “buy”  Details stakeholders, related services and support stakeholders  Commits to generic service levels  Serves as the basis for service specifications, OLAs p , and contracts© ITSM Academy 12
  • 13. Defining Technical Services  Map a chain of outcomes that are necessary p y to a successful business service  Identify which of those services are customer facing d hi h d i h f i and which underpin others  Capture “service in a service” relationships  Don’t confuse applications systems Don t applications, systems, infrastructure with services – there is a difference! Even though customers do not see the Technical Service Catalog, the ITIL definition of a service still applies to technical services. services© ITSM Academy 13
  • 14. Which Should You Build First?  The Business Service Catalog because it  Gets IT thinking about business outcomes  Makes it easier to decompose the service into a supply chain of technical services and systems  Creates a forum for debating whether a particular service directly or indirectly delivers business value  Identifies “leftover” services that are likely technical services Communicating that you will also create a Technical Service Catalog provides assurance to technical staff that their services are important and deliver value value.© ITSM Academy 14
  • 15. Leverage Configuration Data  The Service Catalog(s) can be an output of the Configuration Management System (CMS)  A “service CI” is not an actual ces es product but j i all CI elements d t b t joins ll l t Busine Servic Technical Service of a business or technical service ess  Capturing the data in the CMS avoids redundancies and possible discrepancies  Different views allow for Services in the Service customizable catalogs without g Catalog(s) could be the first duplicated work effort entries into your CMS.© ITSM Academy 15
  • 16. Relationship with the Service Portfolio Status Options Servi Pipelin  The Service Portfolio provides the  Requirements details and status of all services f ll ice  Defined cense from OGC.  The Service Pipeline, Service  Analyzed olio Catalog and Retired Services are g  Approved pp Servic Portfo ne © Crown copyright 2007. Reproduced under lic subsets and represent where IT is  Chartered investing its resources  Designed Serv ce  The Service Catalog(s) represent  Developed vice Catal . live or transitioning services  Built (Business or Technical)  Tested  The Business Service Catalog is the  Released C log only view of the Portfolio available  Operational  Retired Ret to customers and users tired© ITSM Academy 16
  • 17. Dependency on Other ITIL Processes  Service Catalog Management  Service Portfolio Management  Service Level Management  Business Relationship Management  Change Management g g  Configuration Management Make sure to designate a Service Catalog Manager.© ITSM Academy 17
  • 18. To Get Started (or Keep Going)  Agree on a scope of service that is meaningful and manageable g  Collect a list of possible “service candidates” from everyone (IT staff, customers, suppliers)  For each candidate ask “What outcome does ask, What this service facilitate?  Remove any candidate that is not outcome based  Segment remaining services into business and technical services  Document each in the CMS using service CIs  Publish Service Catalog(s) from CMS views and reports p© ITSM Academy 18
  • 19. What to Avoid  Overcomplicating the definition of a “service”  Defining too many services  Failing to relate the service to the outcome  Putting the wrong service in the wrong catalog  Allowing politics to influence the definition  Overcomplicating the format o the catalogs Ove co p ca g e o a of e ca a ogs  Creating inconsistent service definition structures and fields  Making it difficult to identify “my” services  Failing to make the catalog actionable The biggest mistake is failing to recognize the Service Catalog(s) as living documents that need to be managed and fulfilled.© ITSM Academy 19
  • 20. Conclusion  Hopefully, I’ve dispelled some ITSM myths such as There should be only one Service Catalog Technologies are not “services” The Service Catalog lives outside the CMS Remember, Service Catalogs should be your first and most critical Service Management asset(s). They hold the key to g ( ) y y success for virtually every process and are referenced by everyone.© ITSM Academy 20
  • 21. Questions?© ITSM Academy 21
  • 22. Visible OPS Certified Process ITIL at the Design Engineer (CPDE) ITIL SOA Service Desk ITIL PPO Defining Your Service Catalog ITIL RCV ITIL Service Strategy ITIL Managing Across ITIL OSA the Lifecycle (MALC) ITIL Service Design Service Transition ITIL Service Transition Overview ITIL Service Operation Service Operation ITIL Continual Overview Service Improvement Assigning Dynamic Roles ITIL and Responsibilities Foundation ISO/IEC 20000 Apollo 13 Simulation Foundation MOF Foundation ITIL Executive Overview Customer Service ITSM Excellence ITIL O Overview i Leadership Skills Building Blocks of Process Design ISO/IEC 20000 OverviewSolid colored boxes represent accredited certification courses.Grey boxes represent non-certification courses including workshops and simulations.
  • 23. ITSM Academy Affiliates© ITSM Academy, v2 October 2011 23
  • 24. IT Service Management Professional (ITSMP) Diplomas ITSM Academy is Licensed by the Commission for Independent Education, Florida Department of Education, offering occupational ITSMP® Diplomas. On our website, this symbol indicates courses which accrue clock hours toward a Diploma as:  Change Manager   Support Manager   Service Level Manager © ITSM Academy 24
  • 25. Want to Learn More? Master Certified Process ISO/IEC 20000 ITIL Design Engineer Foundation Expert (CPDE) Complementary Course 5 credits Complementary Course 1 credit 1.5 credits Managing Across the Lifecycle (MALC) 3 credits each 4 credits each CSI Service Offerings and Agreement (SOA) SO ST SD Release, Control and Validation (RCV) SS Planning, Protection and Optimization (PPO) Operational Support and Analysis (OSA) Lifecycle Stream Capability Stream 2 credits © ITSM Academy 2008 V3 F Foundation d ti© ITSM Academy 25
  • 26. Want to Learn More? ITIL Certification Scheme© ITSM Academy 26