Defining Services for a Service Catalog

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Faced with continued cost pressures, as well as growing business unit demand for new services and higher service levels, IT is about to make transformation. IT is having to align their services with the needs of the business, develop standardized process and improve overall internal customer satisfaction. Arguably the most important tool to deliver these demands is the Service Catalog.

Published in: Business, Technology

Defining Services for a Service Catalog

  1. 1. Designing & Defining Services For Service Catalog Barclay Rae, Global Head of Services Brian Hendry, Service Development Manager
  2. 2. Agenda <ul><ul><li>Service Catalog – what is it? </li></ul></ul><ul><ul><li>What do we mean by services? </li></ul></ul><ul><ul><li>Services and offerings </li></ul></ul><ul><ul><li>Involving IT and our customers </li></ul></ul><ul><ul><li>How do we design and structure our services? </li></ul></ul>
  3. 3. Axios Systems Timeline Windows Web Web 2.0 Green-Screen Axios founded assyst Classic launched assyst Enterprise launched Entry into the US market Axios ranked #1 vendor in HDI 'Customer Experience' report Expansion into Canada Axios retains #1 vendor ranking in HDI 'Customer Experience' report assyst launched on Java architecture Further expansion in the US, Europe and entry into Asia Pacific Axios awarded Software Company of the Year First in the world to achieve BS 15000 certification Entry into Middle East and Africa The number of assyst end-users tops 10 million Axios awarded Software Company of Year (again) Axios rated #1 vendor for 3rd time in succession in HDI 'Customer Experience' report Expansion into Russia, Eastern and Southern Europe and South America Axios wins International Excellence Award Expansion within Middle East ITIL V1 ITIL V3 ITIL V2 assyst 8 launched US Expansion European expansion begins assyst 9 launched Service Catalog SaaS 1988 2005 1990 1995 1997 2000 2001 2003 2004 2006 2007 2008 2009/10
  4. 4. Service Catalog – What is it?
  5. 6. Service Value Management and IT Service Management (ITSM) CMDB Service Catalog IT components and infrastructure Each business service or process is defined as a supply chain of IT components, taken from the CMDB The CMDB holds information on all IT infrastructure and components, and their relationships IT Intelligence Business Intelligence IT business services
  6. 7. Service Catalog Elements <ul><li>Elements: </li></ul><ul><li>User Request Catalog </li></ul><ul><li>For the IT end-user Self-service request fulfillment </li></ul><ul><li>Similar to online shopping experience </li></ul><ul><li>Business Service Catalog View </li></ul><ul><li>For the business customer </li></ul><ul><li>In business terms </li></ul><ul><li>Specific non-IT information </li></ul><ul><ul><li>Service Level (SLA) information </li></ul></ul><ul><li>Technical Service Catalog View </li></ul><ul><ul><li>For the IT provider </li></ul></ul><ul><ul><li>Technical and supply-chain details </li></ul></ul><ul><ul><li>Component level service data </li></ul></ul><ul><ul><li>OLA and UC information </li></ul></ul>
  7. 8. What do we mean by Services?
  8. 9. Developing a Service Focus Good Systems Poor Service Good Systems Good Service Poor Systems Poor Service Good Service Poor Systems Tech Focus Service Focus
  9. 10. What Do We Mean By Services? <ul><li>Analogy: The Airline Business </li></ul><ul><li>Large amount of technology, resources, skills and knowledge deployed to get passengers from A to B, safely and on time. </li></ul><ul><li>As passengers, our focal point of the service is the flight and skill of the pilots. </li></ul><ul><li>However every component has a part to play in the success of the service: </li></ul><ul><li>The flight may land on time but delays with baggage result in passengers being late. </li></ul>
  10. 11. What Do We Mean By Services? <ul><li>With IT services, nobody cares if the server is up 99.8% of the time, if it is not available when the customer needs it . </li></ul><ul><li>ITSM changes the focus to ensure that this is understood and actioned to meet business priorities. </li></ul>
  11. 12. Service Bundle and Lifecycle A ‘ service ’ is a business outcome from a number of linked processes, activities, roles, etc. that are combined to meet a specific business purpose . Service Catalog in ITSM is now part of ‘Portfolio Management’ – where the (whole) service is managed through a lifecycle – strategy, design build, etc. This includes pipeline (planned), published (live) and retired.
  12. 13. Service Value Management <ul><li>ITSM should be used to demonstrate and deliver value from IT, moving the focus and perceived value of an IT organization from an operational overhead to a critical business partner. </li></ul><ul><li>Focus should be on meeting the changing needs of the business, with agility and efficiency , while still ensuring </li></ul><ul><li>minimal risk and business continuity . </li></ul><ul><li>We need to be able to differentiate how we </li></ul><ul><li>manage our services . </li></ul>
  13. 14. Services and Offerings
  14. 15. Services and Service Offerings Service : A collection of IT components (CIs and other services) that, when combined, provide the business with the functionality it needs to operate. Service Offering : A specific request logged against a service. The service and service offering templates provided with assyst have been created as a realistic set of examples that could be used by customers without significant amendment.
  15. 16. Services and Offerings
  16. 17. Involving IT and our Customers
  17. 18. SLM Implementation CUSTOMERS What IT services are key to you? Key people Key systems Key departments Key times/targets When do you need them? How quickly do you need them restored? What support information do you need? What reviews do you need? IT SERVICE PROVIDER What IT services do you provide? Infrastructure Networks Applications Service/Help Desk Procurement Projects What are your resource levels? 3rd party contracts? What levels of service can you provide? SLM PROJECT Planning Workshops Negotiation Facilitation Documentation Build Service Catalog Set up reporting Set up review mechanisms Plan full implementation Ongoing support as needed
  18. 19. Service Catalog Strategy Workshops <ul><li>Take individuals and organizations in 1 day from a standing start to practical action. At the end of these sessions, participants will: </li></ul><ul><ul><li>Have common awareness and understanding of Service Catalog concepts, practicalities and business value </li></ul></ul><ul><ul><li>Have started to define business services </li></ul></ul><ul><ul><li>Be clear about the issues and how to deal with them </li></ul></ul><ul><ul><li>Have confidence about how to proceed </li></ul></ul><ul><li>The workshops are a great way for an organization to galvanize themselves into starting a Service Catalog. </li></ul><ul><li>They provide a combination of practical education and awareness, plus interactive sessions on how to achieve success. </li></ul>
  19. 20. How do we design and structure our Services?
  20. 21. Basic Implementation Strategy workshop Design - workshop & build Training Build services in Service Catalog Publish and review
  21. 22. Service Catalog Design <ul><li>Considerations </li></ul><ul><li>Services to be included </li></ul><ul><li>Structure of the services </li></ul><ul><li>Types of data to be included </li></ul><ul><li>Where that data exists </li></ul><ul><li>Visibility required </li></ul><ul><li>Reporting requirements </li></ul><ul><li>Data maintenance </li></ul><ul><li>What do we need? </li></ul><ul><li>Service information </li></ul><ul><li>Service dependency information </li></ul><ul><li>Service offering information </li></ul><ul><ul><li>Form requirements </li></ul></ul><ul><ul><li>Workflow requirements </li></ul></ul><ul><li>Technical Catalog information </li></ul><ul><li>User updates </li></ul>
  22. 23. Service Design
  23. 24. Service Catalog Hierarchy
  24. 25. Summary
  25. 26. SLM Implementation CUSTOMERS What IT services are key to you? Key people Key systems Key departments Key times/targets When do you need them? How quickly do you need them restored? What support information do you need? What reviews do you need? IT SERVICE PROVIDER What IT services do you provide? Infrastructure Networks Applications Service/Help Desk Procurement Projects What are your resource levels? 3rd party contracts? What levels of service can you provide? SLM PROJECT Planning Workshops Negotiation Facilitation Documentation Build Service Catalog Set up reporting Set up review mechanisms Plan full implementation Ongoing support as needed
  26. 27. Summary <ul><li>Ensure involvement and buy-in from IT and business </li></ul><ul><li>Run strategy workshop </li></ul><ul><li>Define structure of services </li></ul><ul><li>Define services and service offerings </li></ul><ul><li>Use technology to help the definition, population and maintenance of the Service Catalog </li></ul><ul><li>Establish a service focus culture within IT and start thinking in service terms </li></ul>
  27. 28. Additional Resources Axios Systems Details: www.axiossystems.com [email_address] http://twitter.com/axios_systems http://www.servicecatalogblog.blogspot.com Service Catalog Resources: Sharon Taylor Webcast Sharon Taylor White Paper Webcast Series: 04.21.10 Rapid & Relevant SLAs: Integrating Service Catalog With Your Business 05.19.10 Service Catalog Reporting: Step Your Metrics Up A Gear On Demand 3 Steps To Building A Service Catalog Business Case More information can be found on the Axios Systems website. Information on the assyst Service Catalog can be also be found on our website.

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