Session 708: The Service Catalog, Rebooted PHIL TRANT MANAGING CONSULTANT AXIOS SYSTEMS

Transcription

1 Session 708: The Service Catalog, Rebooted PHIL TRANT MANAGING CONSULTANT AXIOS SYSTEMS

2 Background About Phil Trant Background in application and system software development Focused on ITIL & ITSM since 2000 Managing Consultant at Axios since 2006 ITIL Expert 2011 Focus on bringing common sense to IT

3 Introduction Service Catalog another silver-bullet How many people really understand what a Service Catalog is?

4 Agenda What is a Service Catalog? Why implement a Service Catalog? How do I design a Service Catalog? How do I build a Service Catalog? Launching a Service Catalog Maintaining a Service Catalog

5 Agenda What is a Service Catalog?

6 Service Catalog in the Big Picture

7 What is the Service Catalog

8 Part of the total User Experience User portal is likely to include Service Catalog with things such as access to Messages, Knowledge, Status Information, and Chat Service Catalog is just one piece

9 Not just pretty

10 Provides Service Anywhere Access from tablets and mobile phones

11 Part of the total IT Experience Service Catalog is not just the customer facing view This should be the entry point for all IT requests IT

12 What is a Service Catalog? For today: An actionable entry point to IT Services Yes there is more to the Service Catalog with details such as Service Owners, SLAs, Service Status etc.

13 Agenda Why implement a Service Catalog?

14 Why implement a Service Catalog? Pro-actively: Because you see this as a way to provide better service to the business To provide better visibility of services provided To be more accountability to the business To improve communications with the business Re-actively: Because the business is hammering IT about increasing costs and poor service

15 Why not implement a Service Catalog? Business perception IT doesn t want to talk to us We re used to phoning/ ing/texting people We already know the people to see to get things done More money to IT How do we change this perception? Communication

16 Agenda How do I design a Service Catalog?

17 Business vs Business User Consider Business vs Business User Business sits at the board table cares about costs doesn t really care who provides the services Business users don t care about the costs don t care about who provides the services care about the quality of the services

18 Establish Scope What services do you provide today? Get a list of current ticket types to see services provided Understand it Organize (as best you can) Think about what s missing How optimized are your services? Plan for future

19 Look at examples University sites are good for ideas These are mostly non or limited-actionable

20 Requests and Incidents Does an actionable Service Catalog include Requests and Incidents? What do your services include? Access/Install How To Availability Break Fix

21 Categorization Pre Service Catalog Service Desk - Manual Categorization Why do you categorize? Re-evaluate Metrics Service Catalog Pre-configure categorization as much as possible Automated categorization and routing

22 Get your list Go back to your list (what you support today) Re-evaluate this after having thought about what s to be included How optimized will the service catalog be? 1. Detailed data gathering forms 2. Automated approvals 3. Automated task allocation 4. Integrated

23 Trial/Focus Group Establish a trial Service Catalog Get a Focus Group to review Adjust Repeat Finalize design

24 Agenda How do I build a Service Catalog?

25 Building a Service Catalog Common steps required are: 1. Document data to be gathered on each form 2. Document approval requirements for each request 3. Document automated routing/task allocation requirements for each request 4. Document integrations required for each request 5. Ensure you have descriptions in business user terms 6. Get graphics make it pretty

26 Building a Service Catalog continued Configure your tool based on the data gathered Test include Service Desk, Support Teams and Business Users

27 Agenda Launching a Service Catalog

28 Launching a Service Catalog You ve had great communications with IT and the business up to now so you are in good position for the launch If possible Start with IT Next open to a small, friendly business group With full launch: Provide links from corporate portals Incentives to use Keep tickets updated

29 Agenda Maintaining a Service Catalog

30 Maintaining a Service Catalog First demonstrate success Survey results Quick wins Stats on quicker turnaround Measurements through SLAs and OLAs

31 Maintaining a Service Catalog Then expand More offerings More automation More integration More parts of the organization Add Facilities Add HR Add Sales Support Add Add/Grow Knowledge Service Portfolio Management

32 Maintaining a Service Catalog Also reduce Remove the unused offerings (review them first to make sure it s logical that nobody s using these) Listen When users call the Service Desk instead of using the portal ask them why and use this information to drive adjustments Formalize CSI program around this

33 Summary Engage the business from the start Keep a business user focus Don t take on too much too soon Make sure you have enough Extend and Optimize

34 Session 708: The Service Catalog, Rebooted Thank you for attending this session. Please fill out an evaluation form.