Successful Service Catalog implementation


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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.

Sharon Taylor, the Chief Architect of ITIL® V3, explains how to how to go about implementing a Service Catalog successfully.

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  • Putting it all Together – value in view – by Service
  • Value in View – consistency of finding information
  • Value in view – IT and non-IT services
  • EWAN – Do we have a higher quality image of the workflow and designer?
  • JEN – can you group the images with associated lines? Rapid Customer Adoption Attracting the business Familiar user experience One-stop-shop for (FAQs, Logging, Tracking, Latest News, Service Catalog) Standardized offerings Targeted offerings Streamlined delivery Fast Implementation assyst Consultants Best Practice Template services Template workflow Demonstrating Value Service-based Financial MI Identify cost savings Optimize services 64% of IT Executives felt they were ‘ unable to provide the business with quantifiable metrics demonstrating the value of IT services and assets’. Cost Control Unified tool set Seamlessly part of the CMDB Multiple skillsets not required Low cost admin Gartner estimate, implementing effective ITIL processes integrated around a Service Catalog will deliver a A reduction of 20% on IT costs within 18 months.
  • Successful Service Catalog implementation

    1. 1. Sharon Taylor, Aspect Group, Inc. Barclay Rae, Axios Systems Calum Kilgour, Axios Systems November 05, 2009 Service Catalog Management
    2. 2. Agenda <ul><li>Introductions </li></ul><ul><li> - Barclay Rae - Head of Axios Global Services </li></ul><ul><li>Service Catalog Management </li></ul><ul><li> - Sharon Taylor – President, Aspect Group, Inc. </li></ul><ul><ul><ul><li>What is a Service Catalog? </li></ul></ul></ul><ul><ul><ul><li>How is it used/viewed by different parties </li></ul></ul></ul><ul><ul><ul><li>The different types of Service Catalogs </li></ul></ul></ul><ul><ul><ul><li>The associated challenges </li></ul></ul></ul><ul><ul><ul><li>How it fits into the Service Lifecycle </li></ul></ul></ul><ul><ul><ul><li>Building a Service Catalog </li></ul></ul></ul><ul><ul><ul><li>Benefits of a Service Catalog </li></ul></ul></ul><ul><ul><ul><li>5 top tips </li></ul></ul></ul><ul><li>From Chaos to Clarity </li></ul><ul><li> - Calum Kilgour – Business Development, Axios Systems </li></ul><ul><li>Question and Answer session </li></ul>
    3. 3. Your Speaker Today . . . <ul><li>Sharon Taylor </li></ul><ul><li>President, Aspect Group, Inc. since 1999 </li></ul><ul><li>CIO for 14 years </li></ul><ul><li>CEO for 10 years </li></ul><ul><li>Author, thought leader </li></ul><ul><li>Dedicated to the ITSM industry </li></ul><ul><li>Chief Architect ITIL V3 </li></ul><ul><li>Chief Examiner ITIL V3 </li></ul><ul><li>Chair, itSMF International </li></ul><ul><li>ISM, Fellow </li></ul><ul><li>Strategic Advisor, ICSM </li></ul>
    4. 4. Sharon Taylor Aspect Group, Inc. Service Catalog Management: Are you the Master or Slave?
    5. 5. A Service Catalog is….A Reflection of IT Capability Quality Professionalism Uniqueness Services VALUE TO THE BUSINESS
    6. 6. Articulating Business Value <ul><li>What are we trying to achieve with a Service Catalog? </li></ul><ul><li>Articulate our value in business terms that our customers understand. </li></ul><ul><li>Demonstrate our value by measuring and reporting this regularly to the </li></ul><ul><li>business. </li></ul><ul><li>Show that we understand the business needs and what services are. </li></ul><ul><li>Provide services that are cost effective, relevant and reliable. </li></ul>
    7. 7. What does the Customer Care About? <ul><li>Price </li></ul><ul><li>Size </li></ul><ul><li>Color </li></ul><ul><li>Washable </li></ul><ul><li>No Ironing </li></ul>Meets my need Fits my budget Good value for money Lasting quality Guaranteed Customer A Customer B <ul><li>Size </li></ul><ul><li>Color </li></ul><ul><li>Top Stitched </li></ul><ul><li>100% Cotton </li></ul>Different needs from the same thing
    8. 8. A Typical Service Catalog <ul><li>User Request Catalog </li></ul><ul><li>For the IT end user </li></ul><ul><li>Self-service </li></ul><ul><li>Similar to online shopping experience </li></ul><ul><li>Business Service Catalog </li></ul><ul><li>For the customer </li></ul><ul><li>In business terms </li></ul><ul><li>Specific information </li></ul><ul><li>Technical Service Catalog </li></ul><ul><li>For the IT Provider </li></ul><ul><li>In technical terms </li></ul><ul><li>Component level service data </li></ul>
    9. 9. Business Service Catalog – Example Elements <ul><li>Service Description – A brief description of what the service is in business language. </li></ul><ul><li>Service Levels – Every service should clearly describe the agreed service levels. </li></ul><ul><li>Support – Every service should describe how the business customer should report problems or make requests. </li></ul><ul><li>Service Conditions – This should set the expectations for any specific terms of usage and operational maintenance and change periods. </li></ul><ul><li>Cost – Every service should establish its actual or notional cost to the customer. </li></ul><ul><li>Features and Functions – A brief description of these described in terms of the value these bring to the customer. </li></ul><ul><li>Related Services – Links to other areas of the Service Catalog that provide complimentary services that the customer might find useful, or that form part of, a core service package. </li></ul>
    10. 10. Service Catalog Overview
    11. 11. Realism – Service Catalog Challenges <ul><li>Changing gears </li></ul><ul><ul><li>Thinking in a different way </li></ul></ul><ul><ul><li>Reaching common ground </li></ul></ul><ul><li>Tool blindness </li></ul><ul><ul><li>Trying to use Request Management tools as a catalog </li></ul></ul><ul><ul><li>Expecting tools to solve human issues </li></ul></ul><ul><ul><li>Understanding requirements </li></ul></ul><ul><li>Adoption and use </li></ul><ul><ul><li>Sticking to it </li></ul></ul><ul><ul><li>No more, no less </li></ul></ul>
    12. 12. A Good Service Catalog Depends on the Entire Service Lifecycle
    13. 13. Planning and Trending
    14. 14. Design and Management
    15. 15. Daily Use and Maintenance
    16. 16. Improving and Maturing
    17. 17. Building the Service Catalog
    18. 18. Real Life Example <ul><li>The business already has a customer catalog that was mature and well accepted. </li></ul><ul><li>IT used this as their template for the IT Service Catalog. </li></ul><ul><li>They: </li></ul><ul><li>Used best practices. </li></ul><ul><li>- Un-cluttered, concise and consistently structured. </li></ul><ul><li>Adopted a business style as a proven model. </li></ul><ul><li>- Involved the business in service definition. </li></ul><ul><li>- Utilized existing base structural specifications. </li></ul><ul><li>Were able to use the Service Catalog for IT and non-IT services. </li></ul><ul><li>Saved time, effort and infrastructure costs. </li></ul>
    19. 22. Iterative Improvement and Evolution <ul><li>Start small </li></ul><ul><li>Try one business processes first </li></ul><ul><li>Expand by criticality </li></ul><ul><li>Be innovative </li></ul><ul><li>Include non-direct IT services </li></ul><ul><li>Listen to feedback </li></ul><ul><li>Solicit it often </li></ul>
    20. 23. Benefits <ul><li>Helps manage your customer expectations by providing clarity </li></ul><ul><li>on what you do and don’t do for them. It can avoid the grey </li></ul><ul><li>areas of what customers think your services include and don’t. </li></ul><ul><li>Helps manage services from a business-focused and business- </li></ul><ul><li>based delivery mindset. </li></ul><ul><li>Allows you to document and manage services from an end-to- </li></ul><ul><li>end perspective and capture the true cost of service provision. </li></ul><ul><li>Allows you to demonstrate your ROI to the business customer. </li></ul><ul><li>Demonstrates a professional, responsible approach by IT to </li></ul><ul><li>service management from the business value perspective. </li></ul>
    21. 24. Benefits Most importantly, having a well structured and functioning Service Catalog can link business needs directly to IT services and then into the technical infrastructure. This improves the awareness, understanding and positive cultural behaviors that make effective Service Value Management possible.
    22. 25. 5 Top Tips <ul><li>Carry out a Service Catalog workshop </li></ul><ul><li>List the dependencies of each service </li></ul><ul><li>Decide usage parameters </li></ul><ul><li>Start with a reasonable number of </li></ul><ul><li>services </li></ul><ul><li>5. Make sure you know your requirements before investigating automation tools </li></ul>
    23. 26. Calum Kilgour, Axios Systems Service Catalog Management: from Chaos to Clarity
    24. 27. From Chaos to Clarity – Electrix Energy Company <ul><li>Exploration of some scenarios at Electrix Energy Company </li></ul><ul><li>Major challenges faced </li></ul><ul><li>Service Catalog in action </li></ul><ul><li>Creating our solution by thinking, building and publishing </li></ul>
    25. 28. Isobell Watt at Electrix Field Sales Engineers OPTIMIZER BOX Customer 1 Customer 3 Customer 2
    26. 37. What Just Happened? Human Resources Email Technical Services 2 Requests 2 Laptops The wrong ones ! No delivery times Email Chasing for payment
    27. 38. What Does This Mean for Electrix? Wrong laptops ordered New start not productive HR: authorization challenges Wasting time Disappointed customers -$ -$ -$
    28. 40. Live from London
    29. 49. What Does This Mean for Isobel and Electrix ? <ul><li>One-stop-shop </li></ul><ul><li>Very easy to use </li></ul><ul><li>Relevant offerings (services) </li></ul><ul><li>Time expectations set and met </li></ul><ul><li>New start productive quickly </li></ul><ul><li>Minimizing cost, maximizing revenue </li></ul>
    30. 50. Gary Mercer in Electrix IT
    31. 51. Solution Service Hierarchy CMDB Workflow THINK BUILD PUBLISH Workshop
    32. 52. Simple Business Case <ul><li>This service request used to take on average 10 days costing roughly $282. </li></ul><ul><li>After streamlining and automation the delivery time was reduced to 3 days at a cost of $80. </li></ul><ul><li>For this request alone we have saved $202. </li></ul><ul><li>Electrix IT receive 5000 service requests per year. </li></ul><ul><li>If we can save this amount on every request. The savings are 5000 X $202 = $1,010,000 per year. </li></ul>
    33. 53. Service Catalog – Solution/Vision <ul><li>Cost Control </li></ul>$ assyst <ul><li>Fast Implementation </li></ul><ul><li>Rapid Customer Adoption </li></ul>Demand $ <ul><li>Demonstrating Value </li></ul>
    34. 54. Further Resources <ul><ul><li>Coming soon - Service Catalog Management white paper </li></ul></ul><ul><ul><li>Service Catalog workshops – public and on-site </li></ul></ul><ul><ul><li>assyst Service Catalog flyer </li></ul></ul><ul><ul><li>Service Value Management white paper </li></ul></ul><ul><ul><li>Service Value Management webcast </li></ul></ul>Questions?