The document provides an overview of an IT service management presentation by Keith Schofield on ITIL service catalog and service level agreements. The presentation agenda covers an introduction of Schofield and Serena Software, discussions of the ITIL service catalog and service level agreements, and the road to implementing them.

1. IT Service Management
Service Catalog
Service Level Management
Keith Schofield – ITSM Specialist

2. Agenda
Introduction
Me
Serena Software
ITIL
Service Catalog
Service Level Agreement
Road to Implementation
2 SERENA SOFTWARE INC.

3. Agenda
Introduction
Me
Serena Software
ITIL
Service Catalog
Service Level Agreement
Road to Implemention
3 SERENA SOFTWARE INC.

4. Who am I?
Keith Schofield, Arlington VA
25+ years experience in IT Industry
•ITIL v3 Certified
•IT Service Management
•Software Planning
•Software Design & Implementation
•Operational Support Systems
•ETOM experience
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5. Serena Company Overview
Strength • 30 years in business
• $225+ million annual revenue
• $85+ million annual EBITA
• 4,000 active enterprise customers
Investment • Privately owned by Silver Lake
Partners
• $14B in Assets
Leadership • Global leader in technology
investing
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6. Serena Company Overview
Strength • $30+ million R&D investment
• 300 engineers
• Innovations
• Application Life Cycle
Investment Management
• Release Management
• IT Service Management
Leadership
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7. Serena Company Overview
Strength • Leader in transparency and efficiency
• Market leadership in ALM and BPM
• Industry Recognition
Investment • Forrester Research
• Butler Group
• Gartner
Leadership • Ovum
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8. Agenda
Introduction
Me
Serena Software
ITIL
Service Catalog
Service Level Agreement
Road to Implementation
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9. Business vs. IT
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10. IT Business Challenges
How can I get the most out of every person,
Reduce IT Costs asset, project, and activity?
How can I map IT investments and operational
Increase Business Impact decisions to business priorities?
How can I meet the expectations of the
Improve Quality of Service business?
Manage Risk How can I define and control risk?
How can I track what is going on in your
Provide Transparency organization and share that with stakeholders?
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11. IT Business Challenges
How can I get the most out of every person,
Reduce IT Costs asset, project, and activity?
How can I map IT investments and operational
Increase Business Impact decisions to business priorities?
How can I meet the expectations of the
Improve Quality of Service business?
Manage Risk How can I define and control risk?
How can I track what is going on in your
Provide Transparency organization and share that with stakeholders?
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12. 5 ITIL Publications
Design, develop and implement service management as
Service Strategy
Service Strategy a a strategic asset.
Design new or changed services for introduction into the
Service Design
Service Design live environment.
Coordinate and carry out the activities and processes
Service Operations
Service Operations required to deliver and manage services at agreed levels
to business users and customers.
Continually align and re-align IT services to the changing
Continual Service
Continual Service business needs by identifying and implementing
Improvement
Improvement improvements to IT services that support business
processes.
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13. ITIL Publications’ Processes
Service Strategy
Service Strategy 1. Service Level Management
2. Service Catalog Management
3. Supplier Management
Service Design
Service Design
4. Availability Management
5. Capacity Management
Service Transition
Service Transition 6. Continuity Management
7. Information Security Management
Service Operations
Service Operations
Continual Service
Continual Service
Improvement
Improvement
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14. Service Catalog
“A database or structured Document with
information about all Live IT Services, including
those available for Deployment. The Service
Catalogue is the only part of the ITIL Service
Portfolio published to Customers, and is used to
support the sale and delivery of IT Services. The
Service Catalogue includes information about
deliverables, prices, contact points, ordering and
request Processes.”
ITIL V3
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15. Service Catalog Management Aims
and Objectives
• Aim To provide a single source of consistent information for
all agreed services and ensure that it is widely available
to those who are approved to access it
Ensure service catalog documentation is updated and
accurate for all current and approved services
• Objectives Manage the information contained in the service catalog
• Status
• Interfaces
• Dependencies of services
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16. Service Level Agreement
“An Agreement between an IT Service Provider and a
Customer. The SLA describes the IT Service, documents
Service Level Targets, and specifies the responsibilities of
the IT Service Provider and the Customer. A single SLA
may cover multiple IT Services or multiple Customers.”
ITIL V3
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17. Service Level Management– Aims and
Objectives
Aim Ensure that an agreed level of IT service is provided for
all current IT services
Objectives Define, document, agree, monitor, measure, report and
review service levels
Provide and improve the relationship with business
Ensure specific/measureable targets are developed for
all IT services
Monitor/improve customer satisfaction with the quality of
service delivered
Ensure IT and the customers have a clear expectation
of the level of service to be delivered
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18. SLA’s and OLA’s
Service Level Operational Level
Agreement Agreement
•An agreement between an IT •An agreement between an IT
Service Provider and a Service Provider and a Third
Customer party
•The SLA describes the IT •An OLA supports the IT Service
Service, documents Service Provider’s delivery of IT
level Targets and specifies the Services to Customers. The
responsibilities of the IT Service OLA defines the goods or
provider and the Customer Services to be provided and the
responsibilities of both parties.
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19. IT Maturity
Source: Gartner, Inc. (2008) Level 4
Level 3 Value
Level 2 Service • IT as a strategic
• IT as a service business partner
Level 1 Proactive • IT and business
provider
• Analyze trends •Define services, metric linkages
Level 0 Reactive • IT/business
• Set thresholds classes, pricing
• Fight fires • Predict problems • Understand costs collaboration
Chaotic
• Inventory • Measure app. • Guarantee SLA’s improves business
• Ad hoc • Measure and processes
• Desktop software Availability
• Undocumented report service • Real-time
distribution •Automate
• Unpredictable • Initiate problem • Mature problem, availability infrastructure
• Multiple help • Integrate • Business planning
management configuration,
desks process change, asset and processes
• Minimal IT • Alert and event performance mgt. • Capacity
operations management Management
• User call • Measure
notification component
availability
(up/down)
tric
Client cen
driven
centric Demand
Process
riven
gy centric Service d
Technolo
ven
Supply dri
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20. ITIL Adoption drives Transformation
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21. Agenda
Introduction
Me
Serena Software
ITIL
Service Catalog
Service Level Agreement
Road to Implementation
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22. It’s all about the Service
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23. Consumers and Providers
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24. Service Definitions
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25. IT’s value to the business
HR
IT Organization
Cloud
Marketing
Consume Provide
Service Service
Package
Hosted Internal Offerings
Service Service
Sales
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26. Service Catalog
What sources or factors will help us to determine which
services to include in a service catalog?
What are the expectations of the end-user?
How can the service delivery manager/team use the
service catalog?
Once we have defined a service catalog, what are some
of the next logical processes that can be formally
created?
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27. Service Catalog – Which Services
Inventory
Communicate
Keep it simple
Categories
Abstract/Bundle Services
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28. Start Small
Request
•PC
•Messaging service
Support
•Report an Issue
•Password reset
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29. Service Catalog – User Perspective
FIND REQUEST TRACK
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30. Service Catalog – IT Perspective
What goes on behind the scenes?
Service Fulfillment
Service Monitoring
Service Support
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31. Service Catalog - Example
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32. Service Catalog - Example
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33. Service Catalog - Caution
Do not
Assume
Build without Buy-in
Boil the Ocean
Just another document
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34. Service Catalog – Benefits
More Customer Focused
Provide justification for resource
Tracking consumption and Cost
Can change the “How”
not the “What”
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35. Service Level Agreements
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36. SLA – Multiple components
Service Elements
Service Delivery
Managed Elements
Service Support
Service Operation
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37. Defining SLAs
Assess
Consult
Consensus
Develop
Implement
Report
Enhance
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38. SLA Considerations - metrics
“If you can’t measure it…
• Request fulfillment
• Service support
• Availability/Performance
… you can’t report on it”
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39. Overall - Benefits
Control
Transparency
Flexibility
Risk
Cost
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40. Take Aways
Assess Current State
Communicate
Think Big - Start Small
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41. Demonstration
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42. IT with Business
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43. Thank You
kschofield@serena.com