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Sharon Taylor, Aspect Group, Inc. Barclay Rae, Axios Systems Calum Kilgour, Axios Systems November 05, 2009 Service Catalo...
Agenda  <ul><li>Introductions </li></ul><ul><li>  - Barclay Rae  - Head of Axios Global Services </li></ul><ul><li>Service...
Your Speaker Today . . . <ul><li>Sharon Taylor </li></ul><ul><li>President, Aspect Group, Inc. since 1999 </li></ul><ul><l...
Sharon Taylor  Aspect Group, Inc. Service Catalog Management: Are you the Master or Slave?
A Service Catalog is….A Reflection of IT Capability Quality Professionalism Uniqueness Services VALUE TO THE BUSINESS
Articulating Business Value  <ul><li>What are we trying to achieve with a Service Catalog? </li></ul><ul><li>Articulate ou...
What does the Customer Care About? <ul><li>Price </li></ul><ul><li>Size </li></ul><ul><li>Color </li></ul><ul><li>Washable...
A Typical Service Catalog <ul><li>User Request Catalog </li></ul><ul><li>For the IT end user </li></ul><ul><li>Self-servic...
Business Service Catalog – Example Elements <ul><li>Service Description  – A brief description of what the service is in b...
Service Catalog Overview
Realism – Service Catalog Challenges <ul><li>Changing gears </li></ul><ul><ul><li>Thinking in a different way </li></ul></...
A Good Service Catalog Depends on the Entire Service Lifecycle
Planning and Trending
Design and Management
Daily Use and Maintenance
Improving and Maturing
Building the Service Catalog
Real Life Example <ul><li>The business already has a customer catalog that was mature and well accepted. </li></ul><ul><li...
 
 
 
Iterative Improvement and Evolution <ul><li>Start small </li></ul><ul><li>Try one business processes first </li></ul><ul><...
Benefits <ul><li>Helps  manage your customer expectations  by providing clarity  </li></ul><ul><li>on what you do and don’...
Benefits Most importantly, having  a well structured and functioning Service Catalog  can  link business needs  directly  ...
5 Top Tips <ul><li>Carry out a Service Catalog workshop </li></ul><ul><li>List the dependencies of each service </li></ul>...
Calum Kilgour,  Axios Systems Service Catalog Management: from Chaos to Clarity
From Chaos to Clarity – Electrix Energy Company <ul><li>Exploration of some scenarios at Electrix Energy Company </li></ul...
Isobell Watt at Electrix Field Sales Engineers OPTIMIZER BOX Customer 1 Customer 3 Customer 2
 
 
 
 
 
 
 
 
What Just Happened? Human Resources Email Technical Services 2 Requests 2 Laptops The wrong ones ! No delivery times Email...
What Does This Mean for Electrix? Wrong  laptops ordered New start not productive HR: authorization challenges  Wasting ti...
 
Live from London
 
 
 
 
 
 
 
 
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>R...
Gary Mercer in Electrix IT
Solution Service Hierarchy CMDB Workflow THINK BUILD PUBLISH Workshop
Simple Business Case <ul><li>This service request used to take on average 10 days costing roughly $282.  </li></ul><ul><li...
Service Catalog – Solution/Vision <ul><li>Cost Control </li></ul>$ assyst <ul><li>Fast Implementation </li></ul><ul><li>Ra...
Further Resources  <ul><ul><li>Coming soon - Service Catalog Management white paper </li></ul></ul><ul><ul><li>Service Cat...
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Successful Service Catalog implementation

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To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=292

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.

Published in: Business, Technology

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>www.aspect360.net
  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?

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