ARMED AND EXTREMELY DANGEROUS SERVICE CATALOGUE WEBINAR Karen Ferris Macanta Consulting
Outline What is a Service Catalogue and what it is not Benefits Where to start Approach Static service catalogue Actionable service catalogue Top 10 tips
What is a Service Catalogue?
Service Catalogue - ITIL The service catalogue is a database or structured document with information about all live 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 sale and delivery of IT services The service catalogue includes information about deliverables, prices, contact points, ordering and request processes It acts as a service order and demand channeling mechanism
Service Catalogue - USMBOK A service catalog consists of one or more descriptions of current service offerings and optionally, future service capabilities. A service catalog is defined in terms understood by it s intended customer audience and is the basis for requesting and negotiating service, and desired levels of service. A service catalog entry is the first stage of influencing and setting service level expectations.
What It Is Not It is NOT a list of services
What is a Service Catalogue? ü Comprehensive list of services ü Products ü Services including brochure services ü Deliverables, prices, contact points, ordering and request processes ü Business facing ü Actionable ü Contextual ü Shopping cart experience ü Service level targets ü Tracking ü Chargeback ü Demand management ü Automated fulfillment process
Benefits
Benefits Promotes the service provider as service focused not product or technology focused Enables business management Allocation of costs or service charges Reduces operational costs Providing services that are required Identifying and eliminating service waste Empowers the business Improves customer satisfaction Improves relationships and communication Identifies requirements and demand Provides foundation for formal SLM and SCM
Where to start?
What is a service?
What is a Service? A means of delivering value to customers by facilitating outcomes customers want to receive without the ownership of specific costs and risks. Source: ITIL A service is any act or performance that one person can offer to another, that is intangible, produced at the moment of delivery and does not result in transfer of ownership. Service value and quality is based on customer perception, where satisfaction is based on outcomes and is subjective. Source: The Service Catalog Practitioner Guide Mark O Loughlin
Approach
Approach Define the objective Gather requirements Run as a project Scope Milestones Assign ownership Communication Keep it simple Top down approach
Static Service Catalogue
Define Service Offerings Identify business units and business processes Identify underpinning service offerings Characteristics: Fulfils one or more needs of the customer Supports the customer s business objectives Is perceived by the customer as a coherent whole or consumable product
Service Offerings Does it have a customer? Are there terms and conditions established?
Catalogue Types Technical Service Catalogue Product Catalogue Supplier Catalogue Business Service Catalogue Retail Service Catalogue Supporting Service Catalogue Wholesale Service Catalogue Actionable Service Catalogue Professional Services Catalogue
There is only ONE Service Catalogue There are MANY views of the Service Catalogue
Data Capture Service name Description short and long Status Fulfillment process Service type Classification or category Service objective Service owner Service level targets Link to SLA Support hours (Service Desk and level x) Link to policies and procedures Charging arrangements Maintenance windows Backup and recovery details
Create Static Service Catalogue Populate the catalogue Make it available Link to current fulfillment processes Advertise and communicate Position and manage expectations Change Management Maintain momentum Feedback
Actionable Service Catalogue
Actionable Service Catalogue For each service: Determine current fulfilment process Define the future fulfilment process Create process flows Determine roles and responsibilities Entitlements, authorisations and approvals Create a RACI matrix Validate and update
Actionable Service Catalogue Considera*ons Will anyone be allowed to order a phone? Will there be an approval mechanism? Who can approve requests? How will people approve the request? What happens if the request is not approved? How will the user be kept informed? How does the actual request get processed from start to finish? Iden8fy bohlenecks. Details (Applicable to order phone workflow) Yes. If not, en8tlement needs to be understood. Who can order the item and how will this be validated and controlled? Yes. Line manager as listed in directory services. An automa8c approval work order will be generated and assigned to the appropriate line manager. The work order will be automa8cally linked to the service request using the API. The line manager will con8nue to receive approval no8fica8ons every two days un8l the approval work order is approved or rejected. At defined intervals the service request status will be updated to reflect where the request is within the order process. The status will be visible to the requestor from their personal page within the catalogue. As per the process flow. Line managers not approving orders. Delays in purchasing requisi8ons being completed in a 8mely manner.
The Actionable Service Catalogue Update Service Catalogue status User completes form and submits Line Manager approval requested Approved? N Inform user and close request Inform user and close request Y Assign request to purchasing Order phone Phone received Phone delivered Update Service Catalogue status End
The Actionable Service Catalogue Manager completes form for new starter Desk phone request Security pass request Access request Induction request Mobile phone request Laptop request Credit card request
Technology
Technology Create a specification of requirements Create RFI / RFP Go to market Shortlist Create detailed evaluation criteria Assign weightings Evaluate Reference sites Vendor product demonstration Proof of concept? Select Plan pilot Rollout
Top Ten Tips
Top 10 Tips 1. Use customer language 2. The Service Catalogue is not a list 3. Bite size chunks 4. Customise and contextualise 5. Communicate 6. Don t underestimate effort 7. Run as a project 8. Assign ownership 9. Stakeholder involvement 10. Manage and maintain subject to CSI
Email: Karen.Ferris@macanta.com.au Website: www.macanta.com.au Twitter: @karen_ferris Facebook: http://www.facebook.com/macantaconsulting Mobile: 0425 728 498