Service Catalog Bootcamp

Click to edit Master title style Taming the Dragon Getting your Services Under Control September 20 th, 2013 Service Catalog Bootcamp Session Evaluation: bit.ly/nercomp_dragon ITIL is a Registered Trade Mark of the Cabinet Office. 1

Agenda Introductions What is a Service? Service Portfolio Management Service Catalog Management Request Fulfillment Review Higher Ed examples for Categorizing Services Discussion: Service Categorization Strategies Break Creating Service Descriptions Discussion: How to Collect & Maintain Service Descriptions Service Owner Role Discussion: Challenges & Enablers for Service Owners Transforming to a Service-Oriented Organization Discussion: What does it mean to become Service-Oriented to you Hands-on Activity: Writing a Service Description Questions and Answers 2

Reg Lo & Third Sky Reg Lo Certified ITIL Expert Vice President of Professional Services Speaker at itsmf and HDI events Reviewer for ITIL 2011 Edition Third Sky ITIL Education ITSM Consulting ITSM Assessments & Roadmaps Service Catalog Development Process Design ITSM Technology Solutions 3

What is a Service? Services are a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. A service is not A specific application or technology An activity that one particular IT team performs The act of provisioning request for a new server is not a service server management or application hosting is the service 5

Changing How We Think Traditional IS Organized by technical skill Service = End-to-End Capability Perceived as a coherent whole by the customer Business Process Process Project Project Support Application Application(s) Servers Servers Network Network Slide #6

Adoption of End-to-End Services 7

Expanding on End-to-End End-to-end doesn t just describe the Service to Application to Infrastructure stack. It also describes all the activities/stages in the Service Lifecycle Strategy Design Implement / Transition Operations Continuous Improvement A service includes Applications Infrastructure Application Development Support Application Maintenance Operations Engineering Slide 8

Taxonomy of Concepts Generic Model Example Business Service #1 Business Service #2 Business Service #3 Education Distance Learning Research Business Capability #1 Business Capability #2 Learning Management Grants Management Business Process #1 Business Process #2 Business Process #3 Deliver Course Assign Grades IT Service #1 IT Service #3 Learning Mgmt IT Service Student Transcript IT Service Asset #1 Asset #2 Asset #3 Blackboard Server DB Storage Slide #9

Portfolio vs Catalog vs Request Catalog Business Executives Service Portfolio Decide level of investment in each service IT Executives Business Management Service Catalog Communication & expectation setting What services are available? What service level to expect? How do I request it? What does it cost? IT Management Business Users Request Catalog Channel for transactional requests Service Desk & Fulfillment Teams 11

Getting the Right Level of Granularity Portfolio No more than a dozen. Frequently less. Service Catalog 30 to 80 services (typically deliver month-after-month) Email Service One-to- Many Request Catalog 100+ requests (transactional in nature.) New email account New email distribution group Expand folder size 12

Project-Oriented vs Service-Oriented Service Lifecycle Project to enhance service Project to create service Project to retire service Project to upgrade service 13

Service Portfolio Answers the question What are all the services IT offers? Both today and in the future. Is the level of investment appropriate? IT Spend 5% 10% 8% 12% 15% 28% End User Computing Administrative IT Services Education IT Services Web/Internet Services 22% Communication & Collaboration Research IT Services Infrastructure Services Slide 14

An Example of a Service Catalog Chapter Name Third Sky, Inc. 2012 Building an Effective Service Catalog VW-SC 16

Chapter Name Third Sky, Inc. 2012 Building an Effective Service Catalog VW-SC 18 Different Roles might have Different Views Full Service Catalog End User Computing Services Teaching & Learning IT Services Faculty Administrative Systems IT Services Infrastructure Services IT Staff

The Concept of a Service is Foundational Service Portfolio Service Category Service Category Services in the Catalog rollup into the Service Portfolio Service Catalog Service Service Service IT Financial Management Service-Based Cost Consumption-based cost transparency Service Level Management SLAs based on Services (not on applications or technology components) End-to-End Service-Based Reports Configuration Management Service Service is the lens used for other ITSM processes CI Apps, Servers, Databases, Network, etc. CI Incident/Problem/Change Categorize Incidents, Problems and Changes according to service Slide 19

Request Fulfillment Process for dealing with Service Requests Service Requests are low risk, frequently performed, low cost, e.g. Request for end user services, e.g. a sponsored account request, a cluster reservation request, or a software installation request for DSP. Request for access to an IT Service Password reset Request for information or advice Browse a Catalog of Requests Complete Online Form Approval Workflow Fulfillment Workflow 21

Relationship between Services and Service Requests One Service can have many different types of Requests One Request can span one or more Services Service Desktop Support Service Service Requests New Desktop Move Desktop Install Application Email Service New Account New Public Folder New Mail Group New Hire Slide 22

Service Catalog Tools Customer Service Catalog XXXXXXXX XXXXXXXX XXXXXXXX XXXXXXXX XXXXXXXX XXXXXXXX XXXXXXXX XXXXXXXX Service Definition XXXXXXXXXX XXXXXXXXXX XXXXXXXXXXXXXX XXXXXXXXXXXXXX XXXXXXXXXXXXXX XXXXXXXXXXXXXX XXXXXXXXXXXXXX XXXXXXXXXXXXXX Request Directory XXXXXXXX XXXXXXXX XXXXXXXX XXXXXXXX Request Form XXXXX: XXXXXXXX XXXXXXXX XXXXXXXX XXXXXXXX XXXXXXXX XXXXXXXX XXXXX: XXXXX: User XXXXX: Slide 23

Examples of Categorizing Services Carnegie Mellon University Academic IT Services Administrative IT Services Research IT Services End User Computing Communication & Collaboration Web Services Infrastructure Services Professional Services Harvard University Computing & Software Communication & Multimedia Email & Calendar Teaching, Learning & Research Web & Collaboration Applications & Reporting Networks, Hosting & Storage Security & Special Services Library Technology Services Boston University Accounts & Network Access Administrative Systems & Reporting Communication & Collaboration Information Security Research Computing Support & Infrastructure Teaching & Learning Technologies 25

Click to edit Master title style How do you categorize your services? ITIL is a Registered Trade Mark of the Cabinet Office. 27

Chapter Name Third Sky, Inc. 2012 Building an Effective Service Catalog VW-SC 30 Examples of Service Catalog Content Service Definition (Utility) Service Level (Warranty) Service Packages/Options Types of Requests Financial Management Features/Capabilities End user support? Availability Gold Links to Forms Unit of measure Training? Hours of Support Price / Chargeback model Functional administration? Silver Patch Management / Upgrades? Change Window Cost Bugs and Enhancements? Vendor Management? Turn-around time for requests Bronze Instructions on who to contact How to save money

Creating Service Descriptions Focus on your audience. What information do they need? Use customer-friendly language, not technical language Establish an editing process so all service descriptions have the same tone (Service Catalog Manager?) 31

Click to edit Master title style How do you capture service descriptions and maintain them? ITIL is a Registered Trade Mark of the Cabinet Office. 33

What are Service Owners & Process Owners? Process Owners Accountable for ensuring that a process is fit for purpose Ensures that their process is performed according to the agreed and documented standard and meets the aims of the process definition Service Owners Accountable for the delivery of a specific IT service Independent of where the underpinning technology components, processes or professional capabilities reside. 35

Key Service Management Roles Service Management Business Relationship Service Level Management Management Process Owner Process Owner Incident Process Owner Problem Process Owner Change Process Owner Customer 1 Business Relationship Manager #1 Email Service Owner Email Service Customer 2 Customer 3 Business Relationship Manager #2 Service Catalog Sales Automation Service Owner Database Administration Service Owner Sales Automation Database Administration Customer 4 Server Management Service Owner Server Management Slide 36

Email Service Owner (Example) The Email Service Owner is accountable for the delivery and quality of service across the I.T. organization. Note: the dotted line communication structure. Email Service Owner VP/CIO Monitor email virus threats Service Desk IT Operations I.T. Security Exchange Team Handle email incidents and service requests from end-users Monitors servers, installs patches, configures ActiveDirectory, etc. 37

Service Owners Responsibilities Throughout the Lifecycle Back Consulting SERVICE DESIGN Ensure their service is up to date in the service catalog Design for the following (?) Service solution Management systems and tools Technical & management architecture Processes required Measurement methods & metrics Ensure service satisfies warranty requirements Availability Capacity Continuity Security SERVICE STRATEGY Define strategy & roadmap for their service (?) Understand the customer s service requirements Manage financial aspects of their service Continual Service Improvement Service Design Service Transition Service Strategy Service Operation CONTINUAL SERVICE IMPROVEMENT Reviews reports to ensure service level objectives are met Recommend, prioritize and drive improvements SERVICE TRANSITION Participate in Change Management Stakeholders in projects for their service Ensures appropriate groups are maintaining the CMDB/CMS for their service Ensure knowledge capture and knowledge transfer SERVICE OPERATION Ensure monitoring & control is established Understand Incident trends and provide oversight for Major Incidents Oversee Problem Management for their service Enable the submission of service requests & the fulfillment of request Slide #38

Guidance for adopting the Service Owner Role Define the Service Owner role and responsibilities Assign the Service Owners and give them the appropriate authority Provide training and enable Service Owners with templates, tools, etc. Create a program of service improvement cycles, e.g. reporting, monitoring, SLAs, etc. Slide #39

Discussion What challenges have your Service Owners experienced? Getting people to admit to being service owners Feeling ownership and accountability Giving authority Understanding all the things they are accountable for Need to explain well what a service owner is What have you done to enabled your Service Owners? Training / certification Templates, job aids Performance appraisals Authority Bandwidth 41

Service Management Perspectives Process Slide #43

Service Management Programs Traditional Service Management Program Incident Year 1 Year 2 Problem Change Configuration Service-Oriented Service Management Program Year 1 Year 2 Service Catalog Service Metrics Service Cost Modeling Service Owners Service Level Management 44

The Concept of a Service is Foundational Service Portfolio Service Category Service Category Services in the Catalog rollup into the Service Portfolio Service Catalog Service Service Service IT Financial Management Service-Based Cost Consumption-based cost transparency Service Level Management SLAs based on Services (not on applications or technology components) End-to-End Service-Based Reports Configuration Management Service Service is the lens used for other ITSM processes CI Apps, Servers, Databases, Network, etc. CI Incident/Problem/Change Categorize Incidents, Problems and Changes according to service Slide 45

Click to edit Master title style What does it mean to become service-oriented mean to you? ITIL is a Registered Trade Mark of the Cabinet Office. 47

Questions & Answers Third Sky, Inc. 2012 Enabling Service Owners VC-ESO 50 Questions & Answers Session Evaluation: bit.ly/nercomp_dragon