best practices for implementing a service catalog and enhanced itsm
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Agenda
SERENA SOFTWARE INC.
IntroductionMeSerena Software
ITILService CatalogService Level Agreement
Road to Implementation
2
Agenda
SERENA SOFTWARE INC.
IntroductionMeSerena Software
ITILService CatalogService Level Agreement
Road to Implemention
3
Who am I?
SERENA SOFTWARE INC.
Keith Schofield, Arlington VA
25+ years experience in IT Industry
•ITIL v3 Certified•IT Service Management•Software Planning•Software Design & Implementation•Operational Support Systems•ETOM experience
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Leadership
Investment
•30 years in business
•$225+ million annual revenue
•$85+ million annual EBITA
•4,000 active enterprise customers
•Privately owned by Silver Lake Partners
• $14B in Assets
• Global leader in technology investing
Strength
Serena Company Overview
SERENA SOFTWARE INC.5
Leadership
Strength •$30+ million R&D investment
•300 engineers
•Innovations
•Application Life Cycle Management
•Release Management
•IT Service Management
Investment
Serena Company Overview
SERENA SOFTWARE INC.6
Investment
Strength •Leader in transparency and efficiency
•Market leadership in ALM and BPM
•Industry Recognition
• Forrester Research
• Butler Group
• Gartner
• Ovum
Leadership
Serena Company Overview
SERENA SOFTWARE INC.7
Agenda
SERENA SOFTWARE INC.
IntroductionMeSerena Software
ITILService CatalogService Level Agreement
Road to Implementation
8
IT Business Challenges
Reduce IT Costs How can I get the most out of every person, asset, project, and activity?
Increase Business Impact How can I map IT investments and operational decisions to business priorities?
Improve Quality of Service How can I meet the expectations of the business?
Manage Risk How can I define and control risk?
Provide Transparency How can I track what is going on in your organization and share that with stakeholders?
SERENA SOFTWARE INC.10
IT Business Challenges
Reduce IT Costs How can I get the most out of every person, asset, project, and activity?
Increase Business Impact How can I map IT investments and operational decisions to business priorities?
Improve Quality of Service How can I meet the expectations of the business?
Manage Risk How can I define and control risk?
Provide Transparency How can I track what is going on in your organization and share that with stakeholders?
SERENA SOFTWARE INC.11
5 ITIL Publications
SERENA SOFTWARE INC.
Design new or changed services for introduction into the live environment.Service DesignService Design
Design, develop and implement service management as a a strategic asset.Service StrategyService Strategy
Coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to business users and customers.
Service OperationsService Operations
Continually align and re-align IT services to the changing business needs by identifying and implementing improvements to IT services that support business processes.
Continual Service Improvement
Continual Service Improvement
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Service StrategyService Strategy
ITIL Publications’ Processes
SERENA SOFTWARE INC.
Service TransitionService Transition
Service OperationsService Operations
Continual Service Improvement
Continual Service Improvement
1. Service Level Management
2. Service Catalog
Management
3. Supplier Management
4. Availability Management
5. Capacity Management
6. Continuity Management
7. Information Security
Management
Service DesignService Design
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Service Catalog
SERENA SOFTWARE INC.
“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 ITIL 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.”
ITIL V3
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Service Catalog Management Aims and Objectives
SERENA SOFTWARE INC.
• Aim To provide a single source of consistent information for all agreed services and ensure that it is widely available to those who are approved to access it
Ensure service catalog documentation is updated and accurate for all current and approved services
• Objectives Manage the information contained in the service catalog
• Status• Interfaces• Dependencies of services
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Service Level Agreement
SERENA SOFTWARE INC.
“An Agreement between an IT Service Provider and a Customer. The SLA describes the IT Service, documents Service Level Targets, and specifies the responsibilities of the IT Service Provider and the Customer. A single SLA may cover multiple IT Services or multiple Customers.”
ITIL V3
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Service Level Management– Aims and Objectives
SERENA SOFTWARE INC.
Aim Ensure that an agreed level of IT service is provided for all current IT services
Objectives Define, document, agree, monitor, measure, report and review service levels
Provide and improve the relationship with business
Ensure specific/measureable targets are developed for all IT services
Monitor/improve customer satisfaction with the quality of service delivered
Ensure IT and the customers have a clear expectation of the level of service to be delivered
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SLA’s and OLA’s
SERENA SOFTWARE INC.
Service Level Agreement
•An agreement between an IT Service Provider and a Customer
•The SLA describes the IT Service, documents Service level Targets and specifies the responsibilities of the IT Service provider and the Customer
Operational Level Agreement
•An agreement between an IT Service Provider and a Third party
•An OLA supports the IT Service Provider’s delivery of IT Services to Customers. The OLA defines the goods or Services to be provided and the responsibilities of both parties.
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IT Maturity
Level 0
Chaotic
• Ad hoc• Undocumented• Unpredictable• Multiple help desks• Minimal IT operations• User call notification
Level 1
Reactive
• Fight fires• Inventory• Desktop software distribution• Initiate problem management process• Alert and event management• Measure component availability (up/down)
Level 2
Proactive
• Analyze trends• Set thresholds• Predict problems• Measure app. Availability•Automate• Mature problem, configuration, change, asset and performance mgt.
Technology centric
Supply driven
Process centric
Service driven
Client centric
Demand driven
Level 3
Service• IT as a service provider•Define services, classes, pricing• Understand costs• Guarantee SLA’s• Measure and report service availability• Integrate processes• Capacity Management
Level 4
Value
• IT as a strategic business partner• IT and business metric linkages• IT/business collaboration improves business processes• Real-time infrastructure• Business planning
Source: Gartner, Inc. (2008)
SERENA SOFTWARE INC.19
Agenda
SERENA SOFTWARE INC.
IntroductionMeSerena Software
ITILService CatalogService Level Agreement
Road to Implementation
21
IT’s value to the business
SERENA SOFTWARE INC.
HR
Sales
Marketing
IT OrganizationCloud
Hosted
Service
Consume Service
PackageOfferings
Internal
Service
ProvideService
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SERENA SOFTWARE INC.
What sources or factors will help us to determine which services to include in a service catalog?
What are the expectations of the end-user?
How can the service delivery manager/team use the service catalog?
Once we have defined a service catalog, what are some of the next logical processes that can be formally created?
Service Catalog
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Service Catalog – Which Services
SERENA SOFTWARE INC.
Inventory
Communicate
Keep it simple
Categories
Abstract/Bundle Services
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Start Small
SERENA SOFTWARE INC.
Request
•PC•Messaging service
Support
•Report an Issue•Password reset
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Service Catalog – IT Perspective
SERENA SOFTWARE INC.
What goes on behind the scenes?
Service Fulfillment
Service Monitoring
Service Support
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Service Catalog - Caution
SERENA SOFTWARE INC.
Do not
Assume
Build without Buy-in
Boil the Ocean
Just another document
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Service Catalog – Benefits
SERENA SOFTWARE INC.
More Customer Focused
Provide justification for resource
Tracking consumption and Cost
Can change the “How” not the “What”
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SLA – Multiple components
SERENA SOFTWARE INC.
Service ElementsService Delivery
Managed Elements
Service SupportService Operation
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SLA Considerations - metrics
SERENA SOFTWARE INC.
“If you can’t measure it…
• Request fulfillment
• Service support
• Availability/Performance
… you can’t report on it”
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