The document discusses delivering and demonstrating value through IT service management. It emphasizes focusing on business outcomes rather than technical details, and measuring services based on customer satisfaction rather than internal IT metrics. It also discusses developing a service catalog to define services and SLAs in business terms to show how IT delivers value to customers.

1. Let’s demonstrate value,
not what we do
Would you run a restaurant without a menu?
Barclay Rae

2. Service Desk, SLM and ITSM Goodness
EMAIL
bjr@barclayrae.com
TWITTER
@barclayrae
#ITSMgoodness
WEB
www.barclayrae.com
www.itsmtv.co.uk
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4. ‘ITSM Goodness’
• Don't write an SLA like you are a frustrated lawyer, a novelist, or a
tech junkie...
• SLAs need to show up gaps in capability and performance.
Otherwise how can you improve?
• Don't fudge SLA targets into % of % of %. Keep goals real, not just
easy targets.
• SLAs should be about positive value delivered by IT services, not
just how IT responds to failure.
#ITSMGoodness

5. Agenda
What metrics do we currently produce?
SLM + Service Catalogue concepts
Delivering and Demonstrating Value

6. ‘ITSM Goodness’
• No one is interested in what IT does - SLAs should refer business
outcomes
• SLAs breathe business life and relevance into fairly dull IT
operational processes
• If you can't measure it somehow, don't set up an SLA for it...
• If your SLAs are long documents, they don't represent real
agreement - ie they're SLDs (service level disagreements)
#ITSMGoodness

8. What Metrics do we produce?
First Time fix
First Contact Resolution
Response time
Turnaround Time
Abandon Rate
Average Time to Answer
Average Call duration

9. What Metrics do we produce?
First Time fix System Availability
First Contact Resolution Server Availability
Response time Application Availability
Turnaround Time System response time
Abandon Rate No. of incidents
Average Time to Answer No. of requests
Average Call duration No. of changes
SLA performance

10. What Metrics do we produce?
o All the 9s…
o Volumes
o IT Processes
o ‘SLA’ performance
o IT Systems performance

11. Too much information

12. IT Services – VFM?

13. System, not service, reporting

14. ‘ITSM Goodness’
• SLM projects are not for the faint or tech-hearted...
• Don't expect too much if you ask a junior person to set up SLAs
• Turns out you can't actually set up SLAs without defining Services
first. No really...
• "We tried doing SLAs before - no one was interested" (Surprised?)
#ITSMGoodness

15. SLM concepts

16. 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. 3 rd 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.

17. CUSTOMERS SLM PROJECT IT SERVICE PROVIDER
What IT services Planning What IT services
are key to you? do you provide?
Workshops
Key people Infrastructure
Negotiation
Key systems Networks
Facilitation
Key departments
Documentation Applications
Key times/targets
Build Service Service/Help Desk
When do you need them? Catalog
Set up reporting Procurement
How quickly do you need them
restored? Projects
Set up review
mechanisms
What support information do you
What are your resource levels?
need? Plan full
implementation 3rd party contracts?
What reviews do you need?
Ongoing support What levels of service can you
as needed
provide?

19. Service Catalogue Elements
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

20. Service Catalogue Elements

21. Service Catalog Hierarchy

22. ‘ITSM Goodness’
• Don't write an SLA like you are a frustrated lawyer, a novelist, or a
tech junkie...
• SLAs need to show up gaps in capability and performance.
Otherwise how can you improve?
• Don't fudge SLA targets into % of % of %. Keep goals real, not just
easy targets.
• SLAs should be about positive value delivered by IT services, not
just how IT responds to failure.
#ITSMGoodness

23. Delivering and
Demonstrating Value

24. Key Questions
• Do we deliver what our customers need via our
services?
• Can we demonstrate this?
• Would our customers agree?

25. 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

26. Overall metrics
Customer
Satisfaction
Net Promoter
Score Overall
IT QOS
Sales HR Service Logistics
Service
Treasury Service Budget
Service Desk

27. SERVICE CATALOG 7-Step ROUTE MAP YOU ?
Feasibility - work out what benefits will be achievable at what cost – be
STRATEGY clear and realistic on expectations.
1. Feasibility Workshops – these are essential to get people together and moving
forward quickly. Get everyone together and at the same level of
2. Workshops understanding.
3. Customer Liaison Customer liaison / negotiation - talk to customers and users and get
their input in their own words.
IT Liaison / Negotiation - liaise and negotiate with IT – keep the focus
DESIGN on the business needs (diplomacy required..)
4. IT Liaison Service Design - what are the service and offerings, how do they
integrate with each other and other ITSM processes. What governance
5. Service Design processes are needed to maintain them?
6. Documentation Documentation – keep it simple and clear. Don’t let this be driven by
technical focus.
Implementation – it is essential to get the right people with the right
IMPLEMENTATION skills and approach involved – much of this work is business
negotiation and liaison (albeit with technical understanding). It is
therefore not advisable to have junior or overly-technical people
7. Implementation involved apart from for reference on technical issues.
Strong governance and on-going maintenance is essential to ensure
that services remain current and relevant.

28. High-Level Services List
SERVICE FUNCTION CUSTOMER USERS IT DELIVERY
Name of the What does this do? i.e. The ultimate Who are the users, This is how IT delivers
service provides mobile comms, business customer – which this service – support
makes payments, receives who pays for the departments, how teams, 3rd parties,
orders, delivers training service and agrees many users are owners, which part of
the SLA there the infrastructure are
required

29. Term Definition Current use
Service Offering
Service Catalog
(SC)
 SC User
Request Portal
 SC Business
View
 SC Technical
View
Service Entity
Service Portfolio
SLA
OLA
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30. 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 A framework of services (+ offerings)provided as a multi-level set of Catalog of Services
(SC) information, including:
 SC User Front end user-friendly interface for users to get information and Service Catalog
Request Portal fulfillment of services and offerings (e.g. like Amazon)
 SC Business Outputs intended for business customers/users. Identifying service
View performance, supply and demand etc. (e.g. reports + scorecards)
 SC Technical Technical and organizational information to support the IS/IT
View organization in delivering the services and offerings (e.g. technical +
process documentation)
Service Entity 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 Service Offering (?)
retiral. ‘Service Catalog’ is the live service status.
SLA Written target for service performance and delivery agreed with
customer
OLA Internal SLA to define inter-departmental responsibilities required to
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meet customer SLAs

31. Service Attributes
• Description • Criticality
• Business Area • Customer Resp.
• Customer • Sourcing Model
• Users • Contingency/DR
• SLA • Portfolio Status
• Service Type • Service Owner
• IT Delivery • Cost/Price

32. Reporting Considerations
Availability XX%
Incidents/Support XX%
Requests/Delivery XX%
Customer Satisfaction XX%
Net Promoter value XX%
Key Metrics /Measurable MOT XX%

33. Service Catalog Hierarchy

34. Service Catalog Hierarchy – Non-IT

35. Service Catalog Hierarchy – Non-IT

36. What are the challenges?
• Developing business/non-IT skills
• Commercial negotiation
• Marketing + communications
• Moving to ‘supply chain’ management
• Overcoming resistance – from IT
• Inertia and lack of momentum
• Old IT/ITIL thinking
‘Walk the walk’ with our
customers

37. Overall metrics
Customer
Satisfaction
Net Promoter
Score Overall
IT QOS
Sales HR Service Logistics
Service
Treasury Service Budget
Service Desk

38. Fast ITSM - Principles
• All IT activity must be clearly related to a customer / business
outcome or demand
• It is IT’s responsibility to consult and communicate with its
customers to identify Service needs
• IT must demonstrate its value in relation to delivery of these
services
• IT must manage and communicate its performance to all
stakeholders

39. Fast ITSM - Practicalities
What can we achieve in 20 days?
• Get customer feedback and implement quick wins
• Identify cost per service
• Agree cost per service unit – e.g. incident
• Build business metrics model
• Reduce cost of service request handling
• Reduce % incidents + problems
• Increase first time fix by %
• Reduce errors caused by failed changes
• Define service framework
• Design key services

40. ‘ITSM Goodness’
• Good news! Your service reporting is a bundle of stuff you already
report on, like availability, customer satisfaction, and support
performance
• IT SLM documentation should be written in human English,
otherwise it's self-serving, patronising tech BS...
• Don't be side-tracked from setting aspirational SLA targets because
of 1 or 2 occasions where it will fail - that's the point!
#ITSMGoodness

41. Thank you for listening…
For more information:
bjr@barclayrae.com
@barclayrae
#ITSMGoodness
www.barclayrae.com
www.itsmtv.co.uk
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