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Bridge the Gap
With Service
Catalog
itSMF SLM SIG
Glasgow June 2014
Why Service Catalog?
• To help define what IT does clearly across large distributed
organisations
• To help IT organisatio...
Key points
• Service Catalog (SC) is not one single document or tool
• SC has a number of stakeholders and outputs, so can...
What is a Service?
What is a Service?
• A combination of elements that combine to
achieve a result or outcome for customers
• Can be a number...
What Do We Mean By Services?
Analogy: The Airline Business
Large amount of technology, resources, skills and knowledge
dep...
Catalogue – menu?
Too much information
System, not service, reporting
ITSM Processes/Functions
ITIL/ITSM stuck with individual ‘silo’ processes
These don’t exist on their own in isolation
Need...
ITSM Geometry
Service
Desk
IT
Department
Customers
Problem
Reporting
/Metrics
Knowledge
User
View
IT/Tech
View
Business
Vi...
ITSM Geometry
Service
Desk
IT
Department
Customers
Problem
Reporting
/Metrics
Knowledge
User
View
IT/Tech
View
Business
Vi...
Its all about…
Service
Catalog?
itSMF SLM SIG
Glasgow June 2014
Catalog – menu?
Elements:
User Request Catalogue
For the IT end-user
Self-service request fulfillment
Similar to online shopping experienc...
Service Catalog Objectives?
• Improve service quality and effectiveness
• Improved collaboration/working with customers
• ...
Key points
• Service Catalog (SC) is not one single document or tool
• SC has a number of stakeholders and outputs, so can...
What's a good SC look like?
This will vary, but in essence there are several main types of
content, with 2 initial key doc...
What documents?
Service database
• Contains detailed information on all aspects of all services.
• A a control document an...
What other documents?
Service structure
Service database
• CIO brochure
• User portal
• User information
• SLAs and OLAs
•...
Service Structure
Service Structure
End User ServicesBusiness Services
Email Desktop/Laptop
Mobile Remote Access
Conferencing Web Services
F...
Univ X IT Services
Administrative
HR
Finance Open access
File StorageResearch
Estates VLE / Moodle
Computers / tabletsServ...
XX Corp Information Technology (IT) Department has produced this Service Catalogue in
order to explain the range of servic...
Service Desk
What is this service?
This service provides you with a single point of contact for IT issues, queries and req...
Mobile
What does the service give me?
This service gives you access to business systems regardless of your location using ...
Finance
What is this service?
This service provides the technology to manage all financial transactions. For example
invoi...
Project Management
What does this service give me?
This service provides the successful delivery of new or amended busines...
Service Catalogue Elements
36
ITSMGoodness
1 engage + listen to customers
 Arrange short 121 meetings on improvement (not about 'SLAs')
 Let customers use their ow...
 Build and visualise a simple (1 page) view of services
 Organise into a relevant / useful structure / hierarchy
 Start...
CUSTOMERS
What IT services
are key to you?
Key people
Key systems
Key departments
Key times/targets
When do you need them?...
Service Attributes
• Description
• Customer Contact
• Users
• SLA
• Service Type
• IT Delivery
• Lifecycle Status
• Critic...
Service Catalog Hierarchy
Service Catalog Hierarchy – Non-IT
Service Catalog Hierarchy – Non-IT
Portfolio Management
Business approach to managing services and
service lifecycles
• Pipeline
• Service Catalogue
• Retired
Services and Service Offerings
Service: A collection of IT components (CIs and
other services) that, when combined,
provid...
Key Questions
• Do we deliver what our customers need via our
services?
• Can we demonstrate this?
• Would our customers a...
Moments of truth
• A customer can log on to the website and buy CDs and DVDs
• Doctors and medical staff access records wh...
Service Experience - principles
Customer experience drives delivery
SLA is worst case
Manage customer expectations – e.g. ...
50
Term Definition Current use
Service A bundle of activities (IT, people and process) combined to provide a
business outc...
How do we do this?
Metric What Threshold Weighting
Telephony ABR/AHT/ATR ABR<5%
AHT<5 min
ATR<2 min
20%
Incident logging S...
How do we do this?
Metric What Threshold Weighting
Incident Response OLA All Services Target 95% 20%
Incident resolution S...
How do we do this?
Metric What Threshold Weighting
Incident + request SLA All Services 99.5% Target 10%
Major Incidents Al...
How do we do this?
Metric What Threshold Weighting
SLA Incident/fix <5 per week 20%
Availability Key apps – ERP + Email 99...
How do we do this?
Metric What Threshold Weighting
SLA Incident/fix =None per
week
30%
Availability Key apps – HR +
Payrol...
Next steps
• Validate structure
• Socialise
• Build Service Database
• Get data from IT and biz teams
• Customer meetings ...
Thank you for listening!
barclayrae.com
Itsmgoodness.com
#itsmgoodness
@barclayrae
bjr@barclayrae.com
The SLA small print…
– ICT accepts no responsibility whatsoever at any time for anything it might or might not do..
– The ...
Why are SLAs like this?
SLAs are often started without services being defined or understood.
There is often little understanding of how to build a...
How do you make your SLAs successful…?
1. Start with Services – understand what current
services are provided and what nee...
2. Ask the business what they want…
…or what they think their services are
3. Use simple and appropriate language
4. Keep the SLA realistic and achievable
5. Only set up an SLA that can be measured
6. Keep them short and concise…
…otherwise no one will read them.
7. Keep smiling…!
Workshop
How do we define a Service? What attributes?
What are our services?
Please come up with a list of IT services
tha...
Sc bridge the gap pres brighttalk april 2014 brighttalk
Sc bridge the gap pres brighttalk april 2014 brighttalk
Sc bridge the gap pres brighttalk april 2014 brighttalk
Sc bridge the gap pres brighttalk april 2014 brighttalk
Sc bridge the gap pres brighttalk april 2014 brighttalk
Sc bridge the gap pres brighttalk april 2014 brighttalk
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Sc bridge the gap pres brighttalk april 2014 brighttalk

  1. 1. Bridge the Gap With Service Catalog itSMF SLM SIG Glasgow June 2014
  2. 2. Why Service Catalog? • To help define what IT does clearly across large distributed organisations • To help IT organisations become easier to do business with... • To help define 'good‘, 'success‘, ‘value‘, 'acceptable/not acceptable’ • A commercial organisation would review run rate /profitability/value of product lines • To understand the value derived from different IT services e.g. operational services as ‘loss leaders’ - helps to avoid poor outsourcing choices
  3. 3. Key points • Service Catalog (SC) is not one single document or tool • SC has a number of stakeholders and outputs, so can be manifest in many forms • The value is achieved from engaging with IT customers and IT departments – to work towards demonstrably common goals • Customers should be engaged to discuss service improvement, not SLAs or Service Catalogs • This (SLM) is a process and approach rather than a single document or tool - which is what tends to be focussed on. 'Service Catalog'.
  4. 4. What is a Service?
  5. 5. What is a Service? • A combination of elements that combine to achieve a result or outcome for customers • Can be a number of things • Very specific technology, that is bought as such • Also bundles of technology and other components, combined to achieve a result/outcome
  6. 6. What Do We Mean By Services? Analogy: The Airline Business Large amount of technology, resources, skills and knowledge deployed to get passengers from A to B, safely and on time. As passengers, our focal point of the service is the flight and skill of the pilots. However every component has a part to play in the success of the service: The flight may land on time but delays with baggage result in passengers being late.
  7. 7. Catalogue – menu?
  8. 8. Too much information
  9. 9. System, not service, reporting
  10. 10. ITSM Processes/Functions ITIL/ITSM stuck with individual ‘silo’ processes These don’t exist on their own in isolation Need to think integrated functions, not just processes People, roles, ownership, accountability, function, capability and outcomes…!
  11. 11. ITSM Geometry Service Desk IT Department Customers Problem Reporting /Metrics Knowledge User View IT/Tech View Business View Change Incident Problem
  12. 12. ITSM Geometry Service Desk IT Department Customers Problem Reporting /Metrics Knowledge User View IT/Tech View Business View Change Incident Problem Service Desk ITSM engine Service Catalog CSI
  13. 13. Its all about…
  14. 14. Service Catalog? itSMF SLM SIG Glasgow June 2014
  15. 15. Catalog – menu?
  16. 16. Elements: User Request Catalogue For the IT end-user Self-service request fulfillment Similar to online shopping experience Business Service Catalogue View For the business customer In business terms Specific non-IT information Business SLAs Technical Service Catalogue View For the IT provider Technical and supply-chain details Component level service data OLA and Underpinning Contracts Service Catalogue Elements
  17. 17. Service Catalog Objectives? • Improve service quality and effectiveness • Improved collaboration/working with customers • To be able to demonstrate the value of IT • Improving users awareness of what IT does • Understanding costs of service and aligning results / budgets • Ability to benchmark services – cost per service/ per user
  18. 18. Key points • Service Catalog (SC) is not one single document or tool • SC has a number of stakeholders and outputs, so can be manifest in many forms • The value is achieved from engaging with IT customers and IT departments – to work towards demonstrably common goals • Customers should be engaged to discuss service improvement, not SLAs or Service Catalogs • This (SLM) is a process and approach rather than a single document or tool - which is what tends to be focussed on. 'Service Catalog'.
  19. 19. What's a good SC look like? This will vary, but in essence there are several main types of content, with 2 initial key documents: • Service structure • Service database These first 2 documents provide the basis for a variety of documents, depending on requirements and maturity.
  20. 20. What documents? Service database • Contains detailed information on all aspects of all services. • A a control document and repository for data and relevant background details. • Does not get presented directly but serves as the source of truth for services. • Would be the core database on a SC system. • Its usually a spreadsheet • Often projects produce this sort of document but then issue it and it can be off-putting and meaningless to all parties..!
  21. 21. What other documents? Service structure Service database • CIO brochure • User portal • User information • SLAs and OLAs • Business reporting + dashboards • Business agreement • IT technical views – supply chain information
  22. 22. Service Structure
  23. 23. Service Structure End User ServicesBusiness Services Email Desktop/Laptop Mobile Remote Access Conferencing Web Services File and Print Telecoms Service Desk HR + Payroll Commercial Distribution Professional Services Project Mgmnt Consultancy Bus. Reporting Testing Finance Procurement E-trading Scanning Estates Transportation
  24. 24. Univ X IT Services Administrative HR Finance Open access File StorageResearch Estates VLE / Moodle Computers / tabletsService Desk Phones / mobiles Project Mgmnt University Services Core Services Professional Services Email / Calendar Network / Wifi Printing Registry Internet / web/ soc Academic Library Consultancy Purchasing Security Remote Working Personal Devices Business Analysis Communications Alumni Account/PasswordAccommodations
  25. 25. XX Corp Information Technology (IT) Department has produced this Service Catalogue in order to explain the range of services they can provide to you. The document is arranged into 3 sections to make it easier for you to browse the types of service most relevant to you. End User Services These are the basic generic IT tools you use every day to support you in your role and to access other IT services. E.g. Email, laptops and mobile phones Business Services These are key XX Corp business services used across the business by various departments to achieve objectives specific to them. E.g., Manufacturing, finance and HR & Payroll Professional Services Through these services IT supports business change, maintains business continuity and provides relevant management information (MI).
  26. 26. Service Desk What is this service? This service provides you with a single point of contact for IT issues, queries and requests. What do the Service Desk do for you? Be available when you need to speak to IT – On Site 06:00- 18:00 On Call 24/7 Get you working again as quickly as possible in accordance with your needs and priorities How is my call prioritised? We need to work with you to identify and agree the appropriate priority level. A number of factors are considered and discussed with you. For example, number of people affected, impact on the business and timescales. Please help us by providing as much information as possible. What does my call priority mean? Once prioritised, these resolution targets are used by the Service Desk and the rest of IT. P1 P2 P3 P4 New Starter New Hardware We will agree an appropriate frequency of communication with you. Who should I contact if I am unhappy with my level of service? If you have an issue with the Service Desk the IT Service Desk Manager is your next point of contact. Contact us on 12345 67890 servicedesk@XXCorp.com
  27. 27. Mobile What does the service give me? This service gives you access to business systems regardless of your location using a handheld device. What can I request as part of this service? New / Replacement: All of the above are requested through X Portal and supported by the IT Service Desk What access is available through these services? Email SMS Calls Full XX Corp Network Access Mobile Phone Blackberry Company iPad 3G Dongle (with Key) Wireless Network Mobile Phone Blackberry Company iPad 3G Dongle Wireless Network
  28. 28. Finance What is this service? This service provides the technology to manage all financial transactions. For example invoice a customer, pay a supplier, collect cash, management account functions. What key systems are involved? Finance module Microsoft Office Applications General Ledger Appliation X Cognos Finance, Support Information For any issues you are having please contact the IT Service Desk. We also provide a heightened level of IT support across the 3-5 days of Month End to match the priority of this period for the business.
  29. 29. Project Management What does this service give me? This service provides the successful delivery of new or amended business systems and services. Is my request a project or an E1 enhancement? What is the difference and how is that decided and communicated How do I request a project for a new or amended service? Who supports my project once it is live? Most live services are then supported by the IT Service Desk
  30. 30. Service Catalogue Elements
  31. 31. 36 ITSMGoodness
  32. 32. 1 engage + listen to customers  Arrange short 121 meetings on improvement (not about 'SLAs')  Let customers use their own words - give them an open page / simple questions  Keep the meetings/ interactions short  Ask them about specifics - dates, times, key people  Get out and observe customers  Ask them about e.g. features  Risk assess / culture fit?
  33. 33.  Build and visualise a simple (1 page) view of services  Organise into a relevant / useful structure / hierarchy  Start to populate the services with information  Use this as the data store (service database) for other service documentation  Think outputs/metrics 2 build services based on biz outcomes
  34. 34. 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
  35. 35. Service Attributes • Description • Customer Contact • Users • SLA • Service Type • IT Delivery • Lifecycle Status • Criticality • Customer Resp. • Sourcing Model • Contingency/DR • (IT) Service Owner • Cost/Price
  36. 36. Service Catalog Hierarchy
  37. 37. Service Catalog Hierarchy – Non-IT
  38. 38. Service Catalog Hierarchy – Non-IT
  39. 39. Portfolio Management Business approach to managing services and service lifecycles • Pipeline • Service Catalogue • Retired
  40. 40. 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 or incident logged against a service.
  41. 41. Key Questions • Do we deliver what our customers need via our services? • Can we demonstrate this? • Would our customers agree?
  42. 42. Moments of truth • A customer can log on to the website and buy CDs and DVDs • Doctors and medical staff access records when needed • Sales staff get information when they need it to help sell products to customers • Till and EPOS systems area available to checkout staff. • Logistics teams get the information they need to distribute goods to stores • Online and communications systems are available to process financial transactions between organisations • Call centre systems are available and responsive to staff when customers call in • Systems are available for access to mobile and broadcast communications networks • A system user can access their applications when they need to work • Support is available, helpful and effective when needed
  43. 43. Service Experience - principles Customer experience drives delivery SLA is worst case Manage customer expectations – e.g. keep updated/check closure Report by customer experience not ITSM process (customer satisfaction not total # calls logged in a month) Delivery in order of value to the business Maximum benefit Minimum risk Optimum cost Fastest possible route to closure Fix, fulfilment, answer, re-direction etc Minimum touch points ‘Shift-left’ – more first time fix and Self Service (cheaper, faster, easier to manage)
  44. 44. 50 Term Definition Current use Service A bundle of activities (IT, people and process) combined to provide a business outcome Service Offering A specific task offered as part of a service ( e.g. create/change/remove/retire) Service Catalog (SC) A framework of services (+ offerings)provided as a multi-level set of information, including: Catalog of Services  SC User Request Portal Front end user-friendly interface for users to get information and fulfillment of services and offerings (e.g. like Amazon) Service Catalog  SC Business View Outputs intended for business customers/users. Identifying service performance, supply and demand etc. (e.g. reports + scorecards)  SC Technical View Technical and organizational information to support the IS/IT organization in delivering the services and offerings (e.g. technical + process documentation) Service Attribute Features/values recorded as part of the service (e.g. owner, customer, components, SLA) Service Portfolio The lifecycle management of Services from pipeline through to retiral. ‘Service Catalog’ is the live service status. Service Offering (?) SLA Written target for service performance and delivery agreed with customer OLA Internal SLA to define inter-departmental responsibilities required to meet customer SLAs
  45. 45. How do we do this? Metric What Threshold Weighting Telephony ABR/AHT/ATR ABR<5% AHT<5 min ATR<2 min 20% Incident logging SLA Key apps – HR + Payroll apps+ Email 99.8% Service Hours 20% Incident resolution SLA Weekly review Target 90% 20% Agent efficiency Weekly review Target 90% 10% Customer satisfaction Month end billing 100% availability 20% Efficiency/scheduling Internal metrics % targets 10% SERVICE DESK 98%
  46. 46. How do we do this? Metric What Threshold Weighting Incident Response OLA All Services Target 95% 20% Incident resolution SLA Weekly review Target 90% 30% Analyst productivity Weekly review Target 90% 10% Incidents caused by changes ration Systems supported >2 monthly 20% Incident backlog Outstanding incidents >5% of monthly total 20% IT TEAM 90%
  47. 47. How do we do this? Metric What Threshold Weighting Incident + request SLA All Services 99.5% Target 10% Major Incidents All Services 99.8% Service Hours 20% Service availability All Services Target 90% 20% Team performance Relative operational performance Thresholds outside 5% 10% Customer satisfaction Month end billing 100% availability 20% Cost per service Target unit costs / budget Thresholds outside 5% 20% IT MANAGEMENT 93%
  48. 48. How do we do this? Metric What Threshold Weighting SLA Incident/fix <5 per week 20% Availability Key apps – ERP + Email 99.6% Service Hours 15% Customer Satisfaction Weekly review Target 85% 25% NPS/KCI Weekly review Target 75% 10% Key Metric – Moment of truth Key time availability 100% availability 30% CUSTOMER - SERVICE A 100%
  49. 49. How do we do this? Metric What Threshold Weighting SLA Incident/fix =None per week 30% Availability Key apps – HR + Payroll apps+ Email 99.8% Service Hours 20% Customer Satisfaction Weekly review Target 90% 10% NPS/KCI Weekly review Target 90% 10% Key Metric – Moment of truth Month end billing 100% availability 30% CUSTOMER - SERVICE B 98%
  50. 50. Next steps • Validate structure • Socialise • Build Service Database • Get data from IT and biz teams • Customer meetings – trial/phased Services • Build + validate service ‘bundles’ • Create initial reporting • Review and identify systems approach • Define out puts – e.g. CIO Brochure • Produce CIO Brochure • Actions and owners
  51. 51. Thank you for listening! barclayrae.com Itsmgoodness.com #itsmgoodness @barclayrae bjr@barclayrae.com
  52. 52. The SLA small print… – ICT accepts no responsibility whatsoever at any time for anything it might or might not do.. – The person of the first party shall be ICT, pending approval from the ICT Steering committee. In respect of the second party this should be the user community as appropriate. 3rd parties are not allowed, unless these include free alcohol. – SLA performance is not guaranteed, but is expected to reach 60% of 90% of the agreed target, except when the DBAs and Network team are on a bender. – The Service Desk will accept calls from users if they really feel like it They also reserve the right to ask unreasonable questions about serial numbers, otherwise all contact is invalid. – IT reserve the right to send meaningless automated emails to users at any time. – Query response times are expected to be sub-second, unless there is excessive run-time load from QRG tables on the JTAG server in X/DOPP. XSPART nodes are enabled for elves, except under BS/0906688, including abusive calls to the monkfish database. – IT will respond in a timely manner to high-priority business incidents, if they are asked very nicely indeed and also made to feel very special and important. – System availability will be 100% when not required, patchy at key business times, which are not agreed or understood. – All requests will be ignored until they are chased up by users or their angry PAs. – Requests for PCs will be delivered within 6 months or at least before the requester leaves the organisation – or whichever is most convenient for the IT department. – Users are responsible for care and maintenance of their own PCs – if not they will be subject to abuse and humiliation from young geeky guys with no socials skills and who don’t have any other sort of life and couldn’t get a girlfriend. – This SLA document is binding and any breach of the aforementioned conditions will result in immediate dismissal and summary execution. – This SLA will be filed for reference and stored in the private folder D://unused/garbage, marked ‘Do not read’. In the event of it being read it will become invalid. – Issues or complaints should be escalated to the least responsible person available, and will be ignored.
  53. 53. Why are SLAs like this?
  54. 54. SLAs are often started without services being defined or understood. There is often little understanding of how to build and negotiate services and SLAs. In effect the services are also being defined as well as the SLAs – perhaps unwittingly.
  55. 55. How do you make your SLAs successful…? 1. Start with Services – understand what current services are provided and what needs to be designed for improvement.
  56. 56. 2. Ask the business what they want… …or what they think their services are
  57. 57. 3. Use simple and appropriate language
  58. 58. 4. Keep the SLA realistic and achievable
  59. 59. 5. Only set up an SLA that can be measured
  60. 60. 6. Keep them short and concise… …otherwise no one will read them.
  61. 61. 7. Keep smiling…!
  62. 62. Workshop How do we define a Service? What attributes? What are our services? Please come up with a list of IT services that IT delivers to your Customers

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