Ten Steps to Develop a Service Catalog

Transcription

1 Vol. 12 Abstract: Many senior IT managers today have a goal to run IT like a business. The Service Catalog is a critical first step for IT organizations to become more business and customer focused, and service driven. This paper highlights the ten-step approach of Maveric to develop a Service Catalog. MAVERIC S POINT OF VIEW Ten Steps to Develop a Service Catalog

2 What is a Service Catalog? A Service Catalog is a repository that contains information about the list of services that IT organizations provide to its business customers or end users. The Service Catalog allows IT organizations to showcase the services it provides and identify the business process and customer s service that is supported. The Service Catalog offers a way to: Document and publish the range of available services Standardize service deliverables Establish service level expectations to customers / end users Establish service level expectations between internal service entities and from vendors required to support customer / end user service level expectations Market service offerings to customers and end users This whitepaper discusses why automation platforms for application release and deployment are becoming increasingly vital for global enterprises, and explores the specific requirements of such a platform to make it beneficial and effective while offering a substantial return on investment. What to expect from a Service Catalog What services am I using? What levels am I receiving? What is my IT spend? Business Customer Business Service Catalog Details of IT services delivered to the customer with relationships to the business Service Catalog Technical Service Catalog Details of IT services delivered to the customer with relationships to supporting services necessary to support the provision of the service to the business (IT to IT) What services can I buy? What does this include? When will I get it? What services do I offer? What service levels are available? What are my key metrics? End User Service Level Manager 2

3 What are the steps to developing a Service Catalog? Enterprise IT professionals tasked with implementing a real-world Service Catalog face a host of challenges such as defining and documenting services and constituent views, managing expectations across the organization, and developing processes to maintain the Service Catalog. The following ten-step approach can help your organization confront these challenges head-on and build an actionable Service Catalog that aligns IT with the needs of the business. Identify key Stakeholders and the Scope Identify the broad level Service Categories in the offerings Define the Services under different Service Categories Map Services to Existing Customers Establishment for Cost of Services Establishment of Service Level Agreements Establishment of Operational Level Agreements Identify Expectations and Dependencies to Services Establish the Process for maintaining the Catalog Training and Communication 10 steps to develop a Service Catalog 1. Identify key stakeholders and the scope The first step is to interview / conduct workshops to understand key stakeholders, available resources, process and expected value. Based on these inputs, define detailed Service Catalog project requirements. 2. Identify the broad level service categories in the offerings Identify the different service categories within the Service Catalog structure. This provides a comprehensive infrastructure that supports all services with minimal anticipated revisions. Service categories should be aligned with the functional areas that they support, e.g, Computing, Network, Security, etc. 3. Define the services under different service categories Define the service offerings within the existing service category structure in a way customers understand. The inputs for identifying services shall come from the work provided to customers, identified via data collected from the first two steps. Servers and Storage Information Security Web Publishing and Hosting Service Category Disk Storage Space Archiving Identity Management Content Management Service 1 Virtual Servers Antivirus Software / Support Web Hosting Service 2 Grid Computing & SAN (back up) Security Breaching Report Database Analytics Service 3 Defining services under categories 3

4 4. Map services to existing customers The identified services is then mapped to the existing customer population, thus providing IT with an understanding of service demand and an opportunity to validate all of the services actually being used. Unused services are altered or decommissioned. 5. Identify expectations and dependencies to services Verify to ensure that all dependent services, processes or vendor lead times are accounted for and provides the foundation for the development of Operational Level Agreements (OLAs) and Underpinning Contracts (UCs). 6. Establishment of Operational Level Agreements Establish Operational Level Agreements / Underpinning Contracts, when applicable, through the development of a clear picture of a given service and its interdependencies. Once OLA / UC is established, internal metrics for a given service can then be captured and used to establish Service Level Agreements (SLAs). 7. Establishment of Service Level Agreements Establish Service Level Agreements for applicable services, based on gaining agreements between IT and its customers on the terms and availability of services. Relationship between Business, Services and SLA s 4

5 8. Establishment for cost of services Establish a cost for services, when applicable, and fix appropriate pricing for available services based on the level of service being delivered. This also involves analysis of the various services, SLA options and calculations of cost in relation to services delivered. 9. Establish the process for maintaining the Service Catalog A clear process detailing the activities and responsibilities for defining the Service Catalog is established. Wherever possible the interfacing service management processes are updated to reinforce the requirement for updating the catalog whenever the service details undergo a change. 10. Training and communication A training plan is created and training imparted for all users taking into account steady state and the process for updating the catalog. The Service Catalog is communicated to all stakeholders. Conclusion The scope of a Service Catalog definition initiative is the identification and documenting of all the services provided by the IT organization and the development of a process for an ongoing effort to maintain the Service Catalog. Establishing a successful Service Catalog will greatly enhance the standing of IT in the organization and will position IT as a fundamental resource when considering business strategy, as it saves time, garners users trust and bolsters your internal SLAs. References Author Reena Magdalene S, Consultant - Process Assurance 5

6 MAVERIC SYSTEMS 2013 We re a leading provider of assurance services across the technology adoption lifecycle bringing tangible value to clients by singularly focusing on enhancing quality from requirements to release. Our Requirements Assurance, Application Assurance and Program Assurance bring end-to-end assurance capabilities to client engagements. We take accountability for requirements definition, requirements validation, comprehensive functional & non-functional testing and quality process assessment, definition & improvement. We support clients through managed testing services as well as testing of packaged applications. We have supported a large number of clients (in banking, insurance and telecom verticals) over the last decade through their transformation programs involving implementation of core business systems, CRM systems, payment systems, billing systems and other sub-systems. We power technology-led business transformation programs for leading corporates through our definitive domain expertise, superior knowledge of industry-standard solutions, innovative testing productivity accelerators and relentless passion. Headquartered in Chennai, we have offices in Mumbai, Bangalore, Dubai, Riyadh, London, New Jersey, Kuala Lumpur and Singapore. We also have a dedicated global offshore delivery center and a Testing R&D lab in Chennai. Maveric Systems Limited (Corporate Office): Fagun Mansion, 74, Ethiraj Salai, Egmore, Chennai Phone: Fax: Write to us at info@maveric-systems.com The contents of this document are entirely a Maveric perspective and is based on our experience and expertise in the industry. All rights reserved.