More Related Content Similar to ServiceCatalog Similar to ServiceCatalog (20) 1. © 2016 EASYVISTA. ALL RIGHTS RESERVED 1
Good service is good business.
John Pugh | Director, Solutions Engineering
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Agenda
• What is the Service Catalog
• Where do you start
• Best Practices
• Marketing
• Continually improving
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Let’s define it first!
• Service Catalog
• aka Service Portfolio
• Focus == Definition of “some thing”
• Outcome == Continual improvement
• Service Catalog
• aka Service Request Catalog
• Focus == Delivery of ”some thing”
• Outcome == Contented User
12. © 2016 EASYVISTA. ALL RIGHTS RESERVED
• What is offered to users
• A Business Service
• Email, Accounting Service, Payroll Service
• Configuration Items
• Defined in a “catalog”
• Agree to a “level of service”
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Service (Portfolio) Catalog Definition
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• What can be “asked for” or consumed by the
requestor (or end user)
• HR onboarding/off boarding
• Report of facilities issue
• PC or other hardware
• Virtual Machines
• Security access
Service Request Catalog Definition
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• You may want to run IT as a business
• You may want to be able to answer:
• How do we “demonstrate” the value of IT
• Key to improving communication
Why a Service (Portfolio) Catalog?
“Service Catalogs are the cornerstone of service delivery and automation, and
the starting point for any company interested in saving money and improving
relationships with the business.” --Forrester
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•Define what ”we do”
•Involve the right people
Top down focus
•Work with the Business AND the end users
Come together to determine what services are utilized
•Define what is being delivered
•Identify criteria
•Defined service
Where to start?
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• Every service has a OWNER
• Every service has one or more components
• Every service has service models
• Every service has a SLA or OLA
• Every service may have CIs
Service Catalog Definition - Best Practices
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• Every request has a OWNER
• Every request has one type of request
• Possibly multiple components IN the request
• Every request may have a unique workflow
• Every request will have a priority
• Every request will have a SLA or OLA
• Every request may have costs associated
Service (Request) Catalog – Best Practices
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• Absolute Requirement
• Understand the audience
• Understand the end goal
• Determine how to communicate it
• Create a timeline with milestones
• Execute
Marketing a Service Request Catalog
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• Capacity
• What or how much is being consumed
• Performance
• How well are we meeting the demand
• Relevancy
• How well is it being consumed
• Satisfaction
• How happy are the customers
Metrics and Measurements
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• A Service Catalog is a MUST HAVE
• A Service Request Catalog provide valuable “things”
• Keep it simple
• Market it
• Measure it
• Take a vacation
…and finally
Editor's Notes 1 – Cover Slide
Name and contact info
Introductions with one thing each person is trying to get out of the meeting
Points of value that tie into the agenda and are specific to the customer
Makes sure they’ve communicated what they’re trying to get out of today’s demo
(Welcome, introductions, thank you for your time today….)
There is extreme value to a Service Catalog
Quicker incident resolution
More detailed problem resolution capability
