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Service Catalogue SITS 2013 presentation


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Billed as 'Behold the incredible multi-talented service catalogue' and delivered at SITS13 at Earls Court by Steve Lawless.

Begin your 'ITIL' IT Service Management journey here

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Service Catalogue SITS 2013 presentation

  1. 1. Behold the incrediblemulti-talentedservice catalogueSteve Lawless, Purple Griffon1
  2. 2. “A well-defined service catalogue hasmultiple uses and offers multiple solutions”“Here’s how you can get started”230 minutes of free training and consultancy…..The rest you’ll have to pay for…
  3. 3. What are we going to look at?• For some a daunting prospect, especially for smallerorganisations with limited resources• Practical hints and tips about how to get started• How to address the challenges and guidance onreaping the benefits of a service catalogue• Learn the starting point for building a service catalogueon a limited budget• Takeaway a high level process document to get youstarted• Receive a free template, getting stated guide andimplementation roadmap3
  4. 4. Back to basics…..• What is a Service?– A means of delivering value to customers• What is a Catalogue?– A register of related items• What is a Service Catalogue?– A single, concise source of clear, accurate and up-to-dateinformation about all of your live services• What is the Service Catalogue Management process?– A way of keeping the catalogue up to date and accurate4
  5. 5. In its basic form..It describes…• Core Services• Supporting Services– Enhancing services– Enabling services• Service Levels• Service Level Packages….and their descriptions and attributes5
  6. 6. Multiple uses• An ‘actionable service catalogue’ to handle automatedservice requests/incidents…’Self Service Portal’• Information source as to where to place requests forservices in the catalogue• Marketing service to customers• To communicate with customers about services• Handling change proposals• Reference for service provider staff regarding service,dependencies and interfaces• An integrated Portfolio of servicesIn practical terms you want a single Service Catalogue, butwith as many technical and business uses as possible6
  7. 7. The actionable ‘self service’ catalogue• The basis of a ‘self service’ portal - loggingIncidents, Problems and Service Requests• Catalogue your services as your customers seethem…..• Include:– A description of the service– Timeframes or service level agreed target for fulfillingthe service– Who is entitled to request/view the service– Costs (if any)– How the service will be fulfilled7
  8. 8. The information resource• A Business Catalogue – describing what the serviceprovider can do for the customer• A Technical Catalogue – describing how IT supportsbusiness activities• A Partitionable Catalogue – to show different views todifferent customers• Linked to your Configuration data (CMS/CMDB) – toallow IT to drill down through the infrastructure• A source of data for reporting• Describes how the business and IT can interact8
  9. 9. A marketing resource• The Service Catalogue describes our actual andpresent capabilities• Allows us to:– Identify new solutions for customers from existingservices– Manage upgrades– Manage updates– Up-sell to existing services– Package services and service levels• Can even contain pricing and offers9
  10. 10. Communication resource• To Customers and users– Dates for new releases– Upgrade paths– Accessing reports• For IT– For performing Business Impact Analysis– For managing demand– For managing capacity10
  11. 11. Supporting change proposals andrequests• The Service Portfolio comprises…– The Service Pipeline– The Service Catalogue– Retired Services• The Service catalogue is fed from the pipeline• Movement is initiated by Change requests11
  12. 12. Elements of a Service Portfolio and Service CatalogueService PortfolioValue propositionBusiness outcomes supportedBusiness casesPrioritiesRisksOfferings and packagesCost and pricingService Catalogue(s)ServicesSupported levels ofperformancePoliciesOrdering and requestSupport terms andconditionsPoints of contactPricing and chargingOpportunityDependenciesMinimum requirements© Crown copyright 2011. Reproducedwith permission of Cabinet Office .12An integrated Portfolio of services
  13. 13. A source of reference• What do we support?• Where do we support?• Who do we support?• When do we support?• What do 3rd parties support?• How is support delivered?• Why do we support?13
  14. 14. Getting started…Practical considerations14
  15. 15. Practical considerations (1)• Developing both IT, supplier and business buy-in• Develop a vision for the use of a Service Catalogue• Develop a road-map for the production of a ServiceCatalogue. The Catalogue of Services may need to be agile, tomeet all of the rapidly changing and on-going marketrequirements that your organisation may face now and in thefuture• Conduct a series of exercises and activities that help toanswer the major questions required to formulate a ServiceCatalogue plan15
  16. 16. Practical considerations (2)• Defining project scope – what and who needs to be included?• Define Service Catalogue requirements - purpose, scope, keyusers, interfaces, tools?• Define how you gather the required data/what already existsand what needs to be collected?• How much information is available (and what is required forthe use of this “catalogue”)? i.e. service availability,service/SLA requirements, criticality, supplier details,technical components etc• Document who will be using the Service Catalogue, and whatwill they require from it?16
  17. 17. Practical considerations (3)• How do the underpinning processes currently underpin thecreation of a Service Catalogue, i.e. ConfigurationManagement (which will be highly important), ChangeManagement, Service Level Management and others.• Do you have a template for the catalogue? How will theinformation be stored and presented? i.e. spreadsheet, on-line, wiki…?• Who will own the catalogue?• Who will maintain the catalogue?• Define how new services get into and leave the catalogue17
  18. 18. Suggested key stages and targetachievementsPhase 1- DefinePhase 2 – ExecuteProof of ConceptPhase 3 – Roll outPhase 4 - Review• Align to Service Strategy *• Define project scope including targetarea for Proof of Concept• Define Service Catalogue requirements- purpose, scope, key users, interfaces,tools• Perform data gathering exercise,analyse and normalise• Define the design/ structure of ServiceCatalogue• Agree governance/ operational policies• Agree organisational support structure• Define and agree roles andresponsibilities• Draft Service Catalogue Governancepolicies, processes, procedures andwork instructions• Define Service Catalogue template• Create and implement change processto maintain the Service Catalogue• Draft Communication Plan• Define MI requirements• Create draft data migration plan forProof of Concept area* Key to the successful delivery of anyservice improvement initiativesundertaken• Validate Service Cataloguestructure• Implement Service CataloguePolicies, Procedures and WorkInstructions and tool• Collect data and populate ServiceCatalogue in line with the datamigration plan• Implement reporting suite• Identify lessons learnt and areasfor improvement• Prepare roll-out plan• Map IT Services and components• Implement interfaces• Execute roll-out plan• Review and identify areas forimprovementSystem decision and progressionProcess feeds into Continual ServiceImprovement planning18
  19. 19. Links to ‘Getting started withService Catalogue Management’and other free resources availableon www.purplegriffon.com19
  20. 20. Any Questions?20