Service Catalog: How Do I Build This Thing Anyway? November 14, 2013

Transcription

1 Service Catalog: How Do I Build This Thing Anyway? November 14, 2013 Copyright 2013 Vivit Worldwide

2 Brought to you by Vivit HP Service Management Special Interest Group (SIG) Leaders: Arnon Borensztajn, Mary Kay Petersen and Laura Walker

3 Hosted by Mary Kay Petersen Director, IT Service Mgmt & Enterprise Security Mentor Graphics

4 Today s Presenter Eric Krueger Principle Consultant StrataCom

5 Housekeeping This LIVE session is being recorded The recording will be available on BrightTALK immediately after this session Q&A: Please type questions in the Questions Box below the presentation screen Additional information available for you behind the Attachment button and later on the Vivit website

6 StrataCom, Inc. Overview Founded in 1997 as an ITSM Consulting Company Head-quartered in Midwest, offices around the country: MN, ND, WI, SD, NM, FL, VA, NV Niche and focused on ITSM Staff entirely comprised of W2 resources Consultants versed in both process and technical consulting Resources are primarily very senior, with newest consultants having 7 years of ITSM experience

7 Services Offered ITSM Tool Implementations ITIL Process Evaluations ITIL Process Consulting ITSM Tool Tailoring and Integration Work Staff Augmentation Managed Services Offerings around the ITSM Toolsets Primary Administration Tool Development and Maintenance Primary Support and Off-Hours Support

8 What Are We Covering Today? How to build your Service Catalog Portfolio Integrating service catalog workflow into your organization's teams How to present and market your service catalog to your end-users

9 First Some Important Terminology

10 IT Service: One or more technical or professional IT capabilities that enables a business process. An IT service exhibits the following characteristics: Fulfills one or more needs of the customer Supports the customer s business objectives Is perceived by the customer as a coherent whole or consumable product IT Services are not only important for Service Catalog, but for all other ITIL disciplines!

11 IT System: An integrated composite that consists of one or more of the processes, hardware, software, facilities and people, that provides a capability to satisfy a stated need or objective. It is a collection of resources and configuration items or assets that are necessary to deliver an IT service An IT system is sometimes referred to as a Technology Solution

12 Service Portfolio: Service Catalog is PART of your Services Portfolio The Services Portfolio includes everything in your Service Catalog, PLUS: Everything in the planning and development phases Services that have previously been offered, but are now retired

13 Building Your Service Catalog Portfolio Don t start by building your Service Catalog Start by building your Services Portfolio. Start with these questions: What do my customers want? What can I offer my customers?

14 Portfolio Development:

15 How Do I Come Up With Services? Define your Service Categories first These are typically pretty easy to do as many organizations are split into different departments, each with it s own Service Category Once the Categories are defined, start defining the Services inside each Category Each department or business unit responsible for the Service Categories will know what users are getting from them Roundtable meetings to discuss how teams are serving their customers will reveal the Services each team is providing to the business

16 Rules for Defining Services Make sure your underlying Services are stated in business terms not technology terms. Make sure your portfolios group like business services like all the financial services or selling services. Make sure these services provide business value and can be measured (e.g.: % of delivered, orders processes per month, inventory turns) Review the completed portfolio and services list to make sure it is comprehensive and makes logical business sense

17 Service Example- What looks like to IT: Exchange Servers SAN Networking Firewall routing Web Interface Mobile connections Spam protection Wireless Networks Databases Fail-over Active Directory Backups Uptime

18 Service Example:

19 Service Example: What looks like to the end user:

20 Remember This RULE! Users care about Business Services, NOT the technology behind them!

21 Categories and Services Examples Infrastructure Services New SQL Server Database FTP Access Data Recovery Server Support Backups Security Management Desktop Services Loaner Laptop New Desktop Software Installs Upgrade Hardware Re-Image

22 What Else Do I Need to Add to My Services Portfolio? When the Services Portfolio is defined, there are many other things you need to define that aren t necessarily seen by the Catalog Users Support levels If a Service has an issue once it is ordered, or during the ordering process, the Portfolio should track the support groups that will manage that Service The Manager who is responsible for this Service Service Availability When the Service is available This should include any relevant SLA and contract information

23 Two Views? What you end up with are two views into the Service Portfolio The Service Catalog view Limited information End-user driven Key Details The Technical View Service Owner Support Levels Escalation Matrix Availability

24 Next Step-Fulfillment!

25 The Easy Part is Done! Defining the Services Portfolio and creating the catalog is really just the first step. If people are using the catalog, they will actually want whatever they ordered delivered or completed! Before publishing your Service Catalog, each item in the catalog must be mapped out for fulfillment

26 Fulfillment from the Users Perspective

27 Fulfillment from the Users Perspective

28 What Fulfillment Looks Like to IT

29 So How are my fulfillment processes different once I implement a Service Catalog? If you don t currently have Service Catalog, you are still somehow delivering the Services to your users Your inputs are probably currently different Phone calls s Incident tickets Change Tickets Walk-up requests Paper-based Work Orders

30 Move to a Single Work Input Tool Once you move to a Service Catalog solution, your work input will move to a single place ITMS Solutions are ideal for Service Catalog and Work Input! Typically, most of IT is already using an ITSM tool for Incident resolution, Change Management and Problem investigation Moving all the work input to a single tool is a good idea because then the users always know where to go to get things done

31 Now Let s Get to Work! Before publishing your Services Portfolio to a Service Catalog, you MUST map out your fulfillment processes. Each Catalog item will have fulfillment processes that are follow one of two process flows Sequential: Each process must be done when the process before it is concluded Parallel: Each process can be done at the same time (in parallel) Of course, you can combine the two types of process flows to come up with an unlimited number of potential workflows!

32 Ideal Solution? The ideal solution for managing the workflows allows the Request Manager to manage a single ticket, with multiple Child tickets that are assigned out to workgroups to complete tasks. Each Child ticket is tracked against an SLA and the Parent ticket is also tracked against an overall SLA Alerts ( s, pages, etc.) go out when Child tickets are assigned to Workgroups or individual users The system send out SLA alerts when the tasks are taking a long time to finish and are in danger of breaching the SLA

33 Workflow Diagram

34 Complex Workflows Should not be complex to your IT employees Tool should be configured to automate nearly all workflows Request Manager should not have to manage any of these requests unless they get an Alert that the Request is falling behind schedule or that particular Tasks are falling behind schedule All of this information should be available to be reported on for improvement

35 And if You re Really Brave Your end-users should have visibility into your SLAs (Besides, these are SLAs for their order!) The end user should know up-front what they expected time for delivery is They should be able to see how far along the Request is They should be able to communicate through the Catalog Portal with the teams or the manager of the Request in case they have questions

36 Keys to Effective Workflow Plan the workflow in advance Don t publish the Catalog item without the workflow being in place! Get the teams together to discuss how fulfillment can be improved Track the fulfillment process real-time against set SLAs. Reporting is good, but by that time, it s often too late Automate, automate, automate. The more automated a process is, the less chance there is for something to hold the entire process up! Keep the end-user informed If they don t know what s going on, they re just going to call you to try to find out!

37 Selling Your Service Catalog Internally Of course, now you ve spent weeks or months (or longer) putting together your Services Portfolio, working through the workflows, setting up your automated workflow systems, setting up SLAs and finally (!) publishing a few items in your Service Catalog. Now What? If you are just starting, you probably won t have many items in your Service Catalog, but you want your users to start using it to show them how great it is!

38 Selling Your Service Catalog Internally You can really help yourself out if you the first few things your publish are either: Things that can really be fulfilled quickly Really, really complex workflows that have been bogging down and taking too long to fulfill Both scenarios are really a chance to show users that moving to a Service Catalog with automated fulfillment processes will help them get their business needs fulfilled more quickly!

39 Cut off other forms of Work-intake When your IT staff starts to tell users over the phone or via (or even at Lunch) that the Security Access that they need or the fancy new Database container they need built won t get done unless they Order it through the catalog, people will start to use it. Start tracking items that are in the Service Catalog and make sure they re not being procured outside of the Catalog process. i.e. Where s the Service Catalog ticket for that new VM Host Server?

40 Make Sure Your Feedback Loop is in Place When users realize that they can track the status of their order, they will start to request that more items be added to the catalog Let users open Incident tickets when they aren t getting Service. That lets you know where the problems are in your Workflow chain Hold some focus group meetings with key stakeholders or power users of the Catalog to make sure you are always improving

41 Whatever You Do. Don t promise your users an Amazon-like shopping experience! Amazon has spent millions (billions?) of dollars on their Catalog interface and their procurement systems I usually tell people It won t be like Amazon, but it will be a lot better than what you have now!

42 Questions

43 Thank you