Service Catalog in PostNord. Dorthe Benche

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Eleanor Glenn
8 years ago
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1 Service Catalog in PostNord Dorthe Benche

2 This is PostNord PostNord offers communication and logistics solutions to, from and within the Nordic region. We are the regional industry leader and meet our customers under the Posten, Post Danmark, PostNord Logistics and Strålfors brands. PostNord AB was formed in 2009 through the merger of Post Danmark A/S and Posten AB. The parent company, PostNord AB, is a Swedish public company headquartered in Solna, Sweden. PostNord is owned 40% by the Danish State and 60% by the Swedish State. Votes are allocated 50/50 between the owners. Operations are run in three areas: Mail (business areas Mail Denmark and Mail Sweden), Logistics and Strålfors. In 2013 PostNord had 39,000 employees and net sales of approximately SEK 40 billion.

PostNord AB was formed in 2009 through the merger of Post Danmark A/S and Posten AB. The parent company, PostNord AB, is a Swedish public company headquartered in Solna, Sweden.

3 In 2013 PostNord delivered 5.9 billion letters and other mail items 110 million parcels 2.5 billion kilos of goods to the Nordic region s 25 million residents and 2 million businesses.

4 Original Service Catalog Initiative Introduce a common Service Catalog for all businessfacing services as well as internal IT services The vision is to get all service related information from the Service Catalog, such as description, prices, service levels and costs The Service Catalog will provide a possibility to automate the order flow for IT Service Requests The Service Catalog should be seen as the Front End of IT for service information & delivery Kilde: Service Catalog Project

service levels and costs The Service Catalog will provide a possibility to automate the order flow for IT Service Requests

5 Service Catalog definition The initiative actually contained 2 types of Catalogs Service Catalog as defined in ITIL The service catalogue is 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 service portfolio published to customers and is used to support the SLA and delivery of IT services. The service catalogue includes information about deliverables, prices, contact points, ordering and request processes kilde ITIL Service Operation Request Fullfilment Catalog not an ITIL term consisting of request models A repeatable way of dealing with a particular category of service request. A request model defines specific agreed steps that will be followed for a service request of this category. Request models may be very simple, with no requirement for authorization (e.g. password reset), or may be more complex with many steps that require authorization (e.g. provision of an existing IT service) kilde ITIL Service Operation

The service catalogue is the only part of the service portfolio published to customers and is used to support the SLA and delivery of IT services.

6 Current state What we have in our Service Catalog is a Business Actionable Request Fullfilment Catalog like an advanced mail order catalog of our Internal Business Our HPSM CMDB is in many ways an IT Service Catalog description of services, relations between services and CI s, Support hours, SLA s and so on

Internal Business Our HPSM CMDB is in many ways an IT Service Catalog

7 Mission and Vision for Service Catalog Mission To develop and support a tool for optimizing Request Fullfillment Vision We enable easy Request for Service to PostNords users. We enable multisourcing by supporting structured and managed Request Fullfillment Kilde: Service Catalog Team

8 Service Catalog Tool PostNord use the PMG Enterprise Service Catalog as the tool for capturing Standard Service Request. HP Service Manager as the request fulfilment tool Advanced workflow generator is used for approvals and correct assignment among other things

HP Service Manager as the request fulfilment tool Advanced

9 Service Catalog v1 Main focus was to reduce the workload in our Service Desk and at same time make it easier for the users to get access to a wide range of systems. Today the business can request access to more than 150 different systems. Service Desk and/or Supplier gets all relevant information for a fast delivery Service Desk is only involved if they are to provide the actual access

Today the business can request access to more than 150 different systems.

10 Service Catalog v2 Main focus in version 2 was to agree upon and implement approx 160 Standard Service Request towards one single supplier. All SSRs within the Infrastructure area. All SSRs have a fixed price and a fixed SLA The purpose of these implementations was to pay the supplier based on actual use instead of a fixed monthly fee.

All SSRs within the Infrastructure area.

11 We have full integration to our CMDB We have full integration to our finance information All request to the supplier contain complete invoicing information which has resulted in a smoother and more correct invoicing process

the supplier contain complete invoicing information

12 Next step We have now successfully implemented one supplier in our Service Catalog, and the next step will now be to look at our other suppliers for similar implementations. We are also going to investigate the possibility of full AD integration as this is an area where we will be able to reduce the workload even more in our Service Desk.

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The ITIL Foundation Examination

The ITIL Foundation Examination Sample Paper A, version 5.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have