Service Catalogue Shop Window to the Business?

Transcription

1 Service Catalogue Shop Window to the Business? Brian Kerr Senior Consultant Axios Systems 1 Agenda 12:30 Registration 13:00 Introductions 13:45 Background What is a Service Catalogue? What are Service Level Agreements? Implementing a Service Catalogue/ESM Potential barriers Measure, measure, measure Summary 15:00 Networking 2 1

2 Introductions Experience: Your name? Your job function? Your experience with Service Catalogues? Your Organisation: Maturity of Service Level Management and Service Catalogue Application: How will you use the knowledge learnt during this workshop? 3 Workshop Objectives To provide knowledge that will enable you to: Explain the purpose of Service Level Management Identify with the goals, content and benefits of a Service Catalogue Be aware of the definition and creation of Service Level Agreements Appreciate how to start planning the implementation Appreciate potential barriers to progress 4 2

3 Background 5 The World in Downturn We need to cut costs but where? We can t do this without a clear understandingof what we have and what we provide to the Business. We re also still expected to improve quality and service while supporting new business initiatives. How do we prioritise our services? 6 3

4 Initial Questions Does IT understand the business? Can IT measure current performance? Can the Business measure IT performance? Can business predict growth and direction? Are IT and the business aligned? 7 Key Questions Does the IT deliver what customers need? Does the IT know what customers need? Does IT appreciate new technology? Can we demonstrate the value delivered? Does the customer appreciate the value delivered? 8 4

5 Overview of ITIL Service Strategy Design, develop, and implement service management as an organizational capability and a strategic asset. Service Design The design and development of services and service management processes. Service Transition Development and improvement of capabilities for transitioning new and changed services into operations. Service Operation Practices in the management of service operations. Continual Service Improvement Creating and maintaining value through better design, introduction, and operation of services. 9 Service Portfolio Management ITIL v3 introduced the idea of Service Portfolio Management. Put simply, this covers the Service lifecycle. Pipeline Services that are currently under development Retired Services that are no longer used Catalogue Live Services that are currently available 10 5

6 Why have a Service Catalogue? Provides a clear view of services delivered to the business Allows IT to consider the cost of the services provided It defines The priority and criticality of the service The level of quality expected of those services The supply chain of IT components Illustrates the dependencies that exist between the services, which helps Business Impact Analysis (BIA) Provides an interface into CMS helps to start to define it Improved credibility with the business 11 ITSM market is evolving Service expectations of business users have continued to increase. Business users are consumers of multiple services not just IT. ITSM is increasingly focused on service delivery not just operational efficiency. Multiple common business drivers across an organisation s functions ITIL methodologies can be translated to other functions. The Deloitte CIO Survey 12 6

7 Delivering ESM The typical customer journey is to implement ITSM and then introduce a service catalogue for additional functional areas. 13 What is a Service Catalogue? 14 7

8 Services and Service Offerings Service: Service Offering: A collection of IT components (CIs and other services) that, when combined, provide the business with the functionality it needs to operate. A specific request logged against a service. 15 The Service Catalogue - Gartner IT service catalog tools are intended to improve the business users' customer experience, and to increase IT operations efficiency. IT service catalogs simplify the service request process for customers and improve customer satisfaction by presenting a single face of IT to the customer for all kinds of IT interactions, including incident logging, change requests, service requests, project requests and new application requests. IT service catalog users may have different views and services available based on their profile and position in the organization. Source: Critical Capabilities for IT Service Catalog Tools, Gartner, March

9 The Service Catalogue - Gartner Critical Capability 1: Service Request Portal Critical Capability 2: Create and Manage Orderable Services Critical Capability 3: Service Fulfilment Workflow Automation Critical Capability 4: Service Fulfilment Reporting Critical Capability 5: Service-Level Expectations and Performance Norms Critical Capability 6: Service Demand Reporting Critical Capability 7: Cost of Service Requests Critical Capability 8: Integration With Other Data Sources and Fulfilment Tools Critical Capability 9: Integration With Cloud Provisioning Source: Critical Capabilities for IT Service Catalog Tools, Gartner, March The Service Catalogue The Service Catalogue is a set of structured information about all LIVE IT Services. It may include details about: Deliverables Hours of availability Purpose Continuity arrangements Performance Prices (if you charge for services) Contact points Ordering and request processes 18 9

10 Articulating Business Value What are we trying to achieve with a Service Catalogue? Articulate our value in business terms that our customers understand. Demonstrate our value by measuring and reporting this regularly to the business. Show that we understand the business needs and what services are. Provide services that are cost effective, relevant and reliable. 19 Business Service Catalogue Example Elements Over to you? 20 10

11 A Service Catalogue is intended to show the customer how the product suits their needs. This is a Service Catalogue! 21 Traditional Grocery View 22 11

12 Enterprise Service Management View 23 Service Offerings It tells customers about services: What they cost When they are available How long they can be used How to get them Who to call if you need support What they are like The warranty should they fail Even some photos!! 24 12

13 The Service Catalogue what will it tell me? But what else does this catalogue enable organisations to do? It s more than just a means of selling. 25 The Service Catalogue what will it tell me? By categorising services in this way providers get a picture of: Most profitable service Least profitable service Most demanded service Least demanded service Most costly service Least costly service Seasonal trends 26 13

14 Non IT Services 27 Non IT Services 28 14

15 Non IT Offerings 29 3 Views of Catalogue 30 15

16 A Typical Service Catalogue User Request Catalogue For the IT end user Self-service Similar to online shopping experience Business Service Catalogue For the customer In business terms Specific information Technical Service Catalogue For the IT Provider In technical terms Component level service data 31 Business Service Catalogue Example Elements Service Description A brief description of what the service is in business language. Service Levels Every service should clearly describe the agreed service levels. Support Every service should describe how the business customer should report problems or make requests. Service Conditions This should set the expectations for any specific terms of usage and operational maintenance and change periods. Cost Every service should establish its actual or notional cost to the customer. Features and Functions A brief description of these described in terms of the value these bring to the customer. Related Services Links to other areas of the Service Catalogue that provide complimentary services that the customer might find useful, or that form part of, a core service package

17 Building the Service Catalogue 33 Business Services and Catalogue Offerings 34 17

18 Realism Service Catalogue Challenges Changing gears Thinking in a different way Reaching common ground Tool blindness Trying to use Request Management tools as a catalogue Expecting tools to solve human issues Understanding requirements Adoption and use Cultural change Continued visible Management Buy-in 35 Service Catalogue The full picture Publish Service Catalog Define Services & Standard Offerings to meet Business Demand Business Customers Request Environment Tracking & Chargeback Self-Service Requests Standard Packages Guided Configuration Clear Price & Service Levels Automated Approvals Service Owners Governance Orchestrate Delivery Report Consumption Process Coordination Approval & Status Cross-Team Workflow Service Lifecycle Tracking 36 18

19 Enterprise Service Management (ESM) Why use Service Catalogue just for IT? Service Catalogue is not just for IT. Can the principles of IT Service Management (ITSM) not be applied just as well to HR or Facilities Management or Procurement? ITIL is about best practice it s a series of guidelines about how to be more effective and efficient and to demonstrate value to your business. Does this not also apply to HR or Facilities??? Do they not also need to be effective and efficient and show value??? 37 How can Service Catalogue be used outwith IT? Service Catalogue portal for Customers Self-Service Online shopping experience (similar to e.g. Request Services/Equipment Log Faults View FAQs Message Centre Collaboration? 38 19

20 The Service Catalogue Shared Views of The Service Catalogue Web client Web client Web client Web client Web client IT FM HR Procurement??? 39 ESM example: HR On-boarding Recruitment Training Expenses Cycle-to-work scheme Healthcare Pensions & Benefits Career Path 40 20

21 ESM example: Facilities Mgt Office Services Lighting Furniture Vending Event Operation Contract Mgt Alarm Mgt Office Move 41 IT Service Template Structure 43 21

22 HR Template Structure 44 Facilities Template Structure 45 22

23 Implementing a Service Catalogue: Designing Services and Service Offerings 46 Service Catalogue Design Considerations What do we need? Services to be included Types of data to be included Where that data exists Visibility required Reporting requirements Data maintenance Types of requests against Services Service information Service dependency information Service offering information Form requirements Workflow requirements Technical Catalogue information User updates 47 23

24 Service Catalogue Design Considerations Other ITIL Processes? 48 Benefits of a Service Catalogue 50 24

25 Service Catalogue Benefits So, what are the benefits? Reduction in Operating Costs Quality and Efficiency Improvements Relationship/Communications Benefits 51 Service Catalogue Benefits Cost Reduction Reduced cost of a standard and non-standard request between 20% and 40% Reduced/eliminated cost of manual errors and re-work Reduced impact on the Service Desk calls for requests and chasing Optimised procurement costs through Demand Management and reporting 52 25

26 Service Catalogue Benefits Quality and Efficiency Reduced administration and intervention of standard requests Standard supported list of Services/Products Opportunity to charge and recover service costs Improved availability (24x7) for logging and tracking requests Capability to increase request workload without impact on resources Opportunity to resolve cross-department issues with supply chain management and reporting Opportunity to manage IT services end-to-end and monitor service availability Opportunity to charge IT services end-to-end 53 Service Catalogue Benefits Relationships/Communications Improved customer satisfaction ratings Improved image and engagement between IT and the business Improved transparency of IT processes 54 26

27 Benefits What are the benefits for IT, HR, FM? Single portal for all Customers Reduced cost of IT systems Reduced Support & Maintenance Costs Increased visibility Shared experience/issues/use Easier for Customers to use = more likely to use Standardised processes Ease of Reporting Can monitor support queries Better resource planning Better communication between departments Increased Business Value 55 Implementing a Service Catalogue: Involving IT and Customers 56 27

28 Involving IT and Customers Education at the outset: Aids buy-in Speeds up the process Avoids costly delays later in the project Gets people talking in the same language Establishes IT & business partnership and communication channels Transparency of IT costs/pricing encourages the business to engage A pilot establishes approach and credibility 57 Why Have Metrics? Without metrics, organizations would have to operate on gut instinct/feelings A decision based on an inaccurate conclusion can be costly Time wasted is money wasted. In this era of tight resources, our organizations cannot afford to waste either By monitoring a few key business metrics, organizations can gauge their business results and can improve them 58 28

29 Benefits That Metrics Can Bring Good metrics help optimize the performance of the entire organization Directs focus on specific performance objectives Makes it easier to spot trends and respond to issues Helps align IT with the business goals Drives efficiency, effectiveness and quality Inspires continual improvements Can help reduce costs Make sure that your Business Case matches reality

30 Top Tips for Metrics Work with the business to identify meaningful metrics added value Ensure they enable decision making not blame culture Keep them simple not to many stats Good enough is a good place to start Focus on a few, good metrics 61 Going Forward Use the Service Catalog to implement SLAs Develop and automate integrated ITIL processes Build business-based reporting and monitoring systems To deliver value-based services Use the power of tools to deliver CMDB and Service Catalog functionality and automation Use a pilot and phased approach for service and SLA implementation Get the right team and get started 62 30

31 Tips for creating a Service Catalogue Carry out Service Catalog workshops with Business users Get visible senior management buy-in List Current services you provide List the services which the Business need with their criticality Plan to fill the gap Start with a reasonable number of services Set reasonable and achievable KPI s Make sure you know your requirements before investigating automation tools 63 Summary The Service Catalogue is the gateway between IT and the business. It is a key mechanism in cultural change, the foundation of customer relationship and a pivotal tool for organizing effort. It presents the business with a consistent picture of IT Services. What Services are offered How they are intended to be used The business processes they enable It allows IT to identify the infrastructure those services depend on. What equipment is required The dependencies between the equipment 65 31

32 Summary Ensure involvement and buy-in from IT and business Establish a service focus culture within IT and start thinking in service terms Define structure of services Define services and service offerings Use technology to help the definition, population and maintenance of the Service Catalogue 66 Thank you for attending today Service Catalogue Shop Window to the Business? Brian Kerr Senior Consultant Axios Systems /company/axios-systems Blog.axiossystems.com /axiossystems 67 32