best practices for a service catalog implementation success
TRANSCRIPT
Agenda
Why We Love Service Catalog1
So, Where Do We Start?2
What To Do3
What Not To Do4
A Look At The Future5
Why We Love Service Catalog
Brings the broader business together
A fresh, new face for IT
Great facilitator for Service Requests
Drives cost accountability
Fast and efficient
A Game Changer for the Business
Agenda
Why We Love Service Catalog1
So, Where Do We Start?2
What To Do3
What Not To Do4
A Look At The Future5
Build a Foundation for Success
Identify High Impact Requests
Must have leadership support of deliverables
Have a Phase 2 plan before starting Phase 1
Design Phase 1 for a high certainty of success
Pre-define success criteria and metrics
World-Class Service Delivery
Agenda
Why We Love Service Catalog1
So, Where Do We Start?2
What To Do3
What Not To Do4
A Look At The Future5
Best Practices for Service Catalog Success
Know the process
Make people better
Pick the right requests
Keep it simple
• Should be common and well understood
• Saves measurable time/money
• The fulfillment workflow is critical; storyboards or flowcharts show all details
• Automation sets people free
• Seek to quantify time saved
• Simple is a must; know exactly how it is done today
• Simple and valuable can go hand-in-hand
Agenda
Why We Love Service Catalog1
So, Where Do We Start?2
What To Do3
What Not To Do4
A Look At The Future5
Don’t Make These Mistakes with Service Catalog
Impossible SLA’s
Too many offerings
Excluding key owners
Ugly UI
• A common misstep- business owners must be aligned• Assign a mentor for each process
• Resist the urge to create superhuman SLA’s• Start with a low bar, then raise the standard later
• Start with a small set of offerings (10 is about right)• When in doubt, leave it out• Much easier to add offerings than to decommission them
• Nothing dooms a tool faster than a bad user experience• Design a simple form- only a few fields is best
Agenda
Why We Love Service Catalog1
So, Where Do We Start?2
What To Do3
What Not To Do4
A Look At The Future5
What Does The Future Hold?
Service Catalog is the best IT Ambassador
Speed is sexy & saves money
More services for customers
The rise of the consumer
model
The Unification of IT
A New Beginning for IT