Customer Orchestrated Service Catalog Strategy and Metrics

Transcription

1 Customer Orchestrated Service Catalog Strategy and Metrics Customer Orchestrated Service Catalog Strategy And Metrics 1de

2 About Me Co-Founder of Monitor 24-7 Inc. which designs and develops IncidentMonitor a leading edge service management tool made in Canada Have been in the industry for over 2 decades (closely approaching 3), involved in all facets of technology from Research and Development, Consulting to Support and Maintenance. Customer Orchestrated Service Catalog Strategy And Metrics 2de

3 Overview What is a Service Catalogue? Good Practices to follow (note the lack of use of Best Practices ) Common Pitfalls Measuring the Success of the Service Catalogue. Customer Orchestrated Service Catalog Strategy And Metrics 3de

4 Why All The Hype About Service Catalogues? Business, more than ever, needs to consume IT services. We as IT seem to be doing pretty poor job at managing the businesses expectations i.e. the value the business receives from IT Service Catalogues provide an avenue to engage the customer, streamline the service delivery and make it seamless within the organization (service doesn t always have to be great just seamless and effortless) and convey tangible and intangible business value. Customer Orchestrated Service Catalog Strategy And Metrics 4de

5 What is a Service Catalogue? Definition: A service catalog (or catalogue), is an organized and curated collection of any and all business and information technology related services that can be performed by, for, or within an enterprise. Service catalogs act as knowledge management tools for the employees and consultants of an enterprise, allowing them to route their requests for and about services and services related topics to the subject matter experts who own, are accountable for, and operate them. Each service within such service catalogs is usually very repeatable and has controlled inputs, processes, and outputs. ( Customer Orchestrated Service Catalog Strategy And Metrics 5de

6 So Really What Is a Service Catalogue? Our Definition: Maintains a clearly defined set of business-centric services which the business can easily understand. These services are published in a fashion that allows them to be seamlessly consumed by the organization. Behind the scenes: Service delivery is consistent, repeatable and measurable where the catalogue defines concise operating procedures, workflow, routing and authorization; managing the users expectations of the service delivery throughout the request lifecycle. Roles and Responsibilities: Depending upon the audience and usage, the scope and content of the Service Catalogue can vary. We interact with service catalogues on a daily basis (banks, telcos etc..) it s easy to find some good and bad examples Customer Orchestrated Service Catalog Strategy And Metrics 6de

7 Benefits of a Service Catalogue Employees know where to go for their requests (IT without an SC is like a restaurant without a menu) Manages expectations with consistent, repeatable service delivery (seamless delivery, we don t always need the Disney experience) Delivery is monitored for continual process improvement initiatives Business value in real dollars through metrics Engages the user community Customer Orchestrated Service Catalog Strategy And Metrics 7de

8 Building the Catalogue Engage the business (People, Process, Technology in that order) Set objectives to identify the issues you are trying to address (start with simple processes and increase the complexity over time, should be an iterative process) Align with business terminology so the users understand the menu Did I mention? Engage the business. Customer Orchestrated Service Catalog Strategy And Metrics 8de

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11 Service Catalogues Go Beyond A Simple Shopping Basket We re selling delivery of some very complex services Some services are human capital intensive Need to integrate Service Level Management, Configuration Management, Workflow Management, IT Financial Management Can involve multi-stage delivery Customer Orchestrated Service Catalog Strategy And Metrics 11de

12 Service Catalogues Go Beyond A Simple Shopping Basket Customer Orchestrated Service Catalog Strategy And Metrics 12de

13 Integrated Service Catalogues The Benefits of Automation Acceleration of service delivery Consistency of service delivery Reduction in errors Adaptation at the businesses speed Do more with less (I know it s cliché but we all have limited budgets) Customer Orchestrated Service Catalog Strategy And Metrics 13de

14 Extending the Reach of the Catalogue Initial successes enable propogation of service management throughout the whole organization Wrap your services using the service catalog around all the various support groups (abstraction mentioned previously) Kick off automated workflows, initiated through the service catalog to the right people with the right skills and the right role Monitor processes and continuously improve and engage Use system wide, operational and personal dashboards and reporting features to manage your services Integrate ITIL-, SOX-, IMAC, Business workflow management support directly into your service catalog Customer Orchestrated Service Catalog Strategy And Metrics 14de

15 Common Pitfalls Often seen as a technology project - remember People, Process, Technology in that order Without the proper service owners, definition can be difficult (avoid falling back to our comfort zone of IT) Goals are fuzzy and can t be nailed down IT thinks it s the right thing to do and pushes it out without end user buy-in or support. We bite-off more than we can chew Keep it simple and iterative Customer Orchestrated Service Catalog Strategy And Metrics 15de

16 Measuring Success So how are we doing? Surveys are a great place to start.. Customer Orchestrated Service Catalog Strategy And Metrics 16de

17 Measuring Success So how effective are we. Service Catalogue Efficacy Index Service Catalogue Efficacy Index (SCEI) which measures the amount of time lost or captured relative to a Full Time Employee equivalent. This should trend downwards towards 0 where zero would indicate that all service delivery are resolved optimally. The delta of SCEI (i.e. the change in two data points) equalling 0 indicates a steady state operational period. Finally the SCEI can then be used to calculate in real dollars by using the average FTE wage for the organization or department being measured. Customer Orchestrated Service Catalog Strategy And Metrics 17de

18 Measuring Success What s the dollars and cents. Knowing the amount of work effort taken, or subsequent billing charges applied is key information to provide back to business stakeholders. Classify your service catalogues based on charge back, raw costs, hourly costs etc Customer Orchestrated Service Catalog Strategy And Metrics 18de

19 Service Catalogues Done Right Can increase IT s exposure One central location of all services Foster collaboration with the business Provide tangible and intangible benefits Reduce errors Provide consistent and repeatable delivery of services Should result in faster delivery of service Integrated Services enable CPI Customer Orchestrated Service Catalog Strategy And Metrics 19de