21 Secrets of Self-Service IT Request Fulfillment

The 21 Secrets of Self-Service Request Fulfillment Tuesday 18 August 2009 itSMF Australia Annual Conference

Service Catalog Management ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Reduce IT service delivery cost, enhance IT operational efficiency and improve IT customer satisfaction Copyright © 2009 newScale

The Problem: Disconnect Between IT and its Customers / Users Copyright © 2009 newScale Application ,[object Object],[object Object],[object Object],Infrastructure ,[object Object],[object Object],[object Object],[object Object],Workplace ,[object Object],[object Object],[object Object],[object Object],End User On-Board a New Employee, Request System Access, Change a Report Business Executive Manage IT Budgets, Track IT Costs, Market IT Value IT Customer Perception ,[object Object],[object Object],[object Object],[object Object],IT Challenges ,[object Object],[object Object],[object Object],[object Object],Emails ? Help Desk Calls Web Forms Conflicting Processes Spreadsheets

Service Catalog CMDB Messaging Workplace Maintenance Applications Hosting Functions PMO Architecture Security Servers Desktop HW+SW Infrastructure Asset & Configuration Management Storage Network Service Catalog Management A Service-Centric IT Organization Copyright © 2009 newScale Business Customers Demand Management Supplier Management Financial Management Service Portfolio Management Relationship Managers Service Desk Incident Management Support Teams Change Managers Problem Management Change Management End Users Service Portal Service Lifecycle Management Service Owners Self-Service Requests Request Fulfillment System Access Development Capacity Management Business Service Management Availability Management Service Level Management Operations Teams Service Level Managers

Multiple Views Into The Service Catalog Service Catalog Copyright © 2009 newScale ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Secret #1: Speak the Language of Your Audience ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

What Kind of Restaurant Are You Running? Prix fixe: $95 Number 1: $3.50 IT Technology Ingredients ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Service Catalog Offerings Customer Service Outcomes

Secret #3: The More Reach… the Greater the Value ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Data Center Facilities Telecom End User IT Copyright © 2009 newScale Access Management

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Secret #7: “Running IT Like a Business” Means Managing Your Money Copyright © 2009 newScale

[object Object],Secret #8: A Service Catalog is Key to Managing your Service Provider / Supplier Relationships ,[object Object],[object Object],[object Object],[object Object],[object Object],Copyright © 2009 newScale

Secret #11: Familiar and Effective Portal for All Requests ,[object Object],[object Object],[object Object],Applying the YADU Model to Service Requests ,[object Object],[object Object],[object Object],[object Object],Copyright © 2009 newScale

Day 1 -----Original Message----- From: itservicedelivery@ns.co.cl Sent: Friday, January 20, 2006 12:09 PM To: Barry Sanders (bsanders) Subject: Tx435672: Set up of new laptop. User: Barry Sanders (bsanders) Your request for Barry Sanders (bsanders) Tx435672: Set up of new laptop. User: Barry Sanders (bsanders) Day 38 -----Original Message----- From: Barry Sanders (bsanders) Subject: FW: Tx435672: Set up of new laptop.) Any idea when this laptop will be delivered? It's been over a month now Day 41 -----Original Message----- From: IT Service Delivery Subject: W: TX435672: Set up of new laptop for Barry Sanders (bsanders) Hi Barry, I have been advised that Dell attempted a delivery this morning. Did they leave a card or something? Day 55 -----Original Message----- From: Barry Sanders (bsanders) Subject: FW: Tx435672: Set up of new laptop. Importance: High It's now 2 months since this laptop was ordered ! Could someone please let me know the status. Day 70 -----Original Message----- From: IT Control Service Delivery Subject: RE: Sent to Eric Buren 06/04/04 FW: Tx435672: Set up of new laptop. You should be receiving it today , as per the tracking below. It's on the vehicle for delivery. Day 87 Still no delivery. Day 94 From: Barry Sanders (bsanders) Sent: Thursday, April 27, 2006 12:01 PM To: David (CIO) Thought you might be interested in reading The Tale Of The Traveling Laptop A 3 month, 19 email, frustrating journey that turned out just fine in the end. I hope this is the exception story. Copyright © 2009 newScale

[object Object],[object Object],[object Object],[object Object],Secret #15: Separate Request Fulfillment From Incident and Change

Secret #16: Plan for Automated Provisioning ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Copyright © 2009 newScale

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Secret #18: The Service Request and the Business Service are Two Views to one Integrated Service Model Copyright © 2009 newScale

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Secret #19: Plan for On-Going Growth Maintenance Post Initial Deployment Copyright © 2009 newScale

Secret #20: Don’t Try to Boil the Ocean with a Small Match ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Most Service Catalog teams try to document the fulfillment process for each service exhaustively….and end up exhausted! Successful Service Catalogs are pragmatic and change often, so start simple and grow from there Copyright © 2009 newScale

An Actionable Service Catalog with Self-Service Why Start With Request Fulfillment? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Copyright © 2009 newScale

Questions? ,[object Object],[object Object],[object Object],[object Object],[object Object]

21 Secrets of Self-Service IT Request Fulfillment

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21 Secrets of Self-Service IT Request Fulfillment