brighttalk december 2012 · brighttalk december 2012 . 2 service desk, slm and itsm goodness ....
TRANSCRIPT
Don’t complicate SLM Service Catalog is simple – or should be
BrightTalk December 2012
2
Service Desk, SLM and ITSM Goodness
Agenda
Why Service Catalog
How Service Catalog
SLM Goodness
Why Service Catalog?
We don’t need a Service Catalog
We don’t need…
A service catalog, but we need to
Be able to articulate and present our
services.
Be accessible and easy to do business
with
Have relevant information to hand to
deliver efficient support
Have a basis to identify if we are
meeting business expectations
We don’t Need…SLAs
We don’t need…
SLAs, but
We need to have a way of
measuring whether we are
delivering the right levels of
service
All parties need some
expectations around support and
service delivery
ITIL, but we need to be:
Consistent
Reliable
Efficient
Profitable / Productive
Delivering in line with
expectations
We don’t need…
Why Service Catalog?
• To help define what IT does clearly across large distributed organisations
• To help IT organisations become easier to do business with...
• To help define 'good‘, 'success‘, ‘value‘, 'acceptable/not acceptable’
• A commercial organisation would review run rate /profitability/value of product lines
• To understand the value derived from different IT services
e.g. operational services as ‘loss leaders’ - helps to avoid poor
outsourcing choices
Moving on…?
Listen and talk to our customers and businesses… Use the information to build a service model that: • Focusses IT on meeting organisational / business goals • Gives clear targets to work towards • Provides a basis to present our services • Provides a basis for reporting and value demonstration
Ask ourselves What business are we in? Who are our customers? What do they need from us?
Moving on…?
How Service Catalog?
Key points
• Service Catalog (SC) is not one single document or tool
• SC has a number of stakeholders and outputs, so can be manifest in many forms
• The value is achieved from engaging with IT customers and IT departments – to work towards demonstrably common goals
• Customers should be engaged to discuss service improvement, not SLAs or Service Catalogs
• This (SLM) is a process and approach rather than a single document or tool - which is what tends to be focussed on. 'Service Catalog'.
Anyway, what is it?
• Its lots of things and definitely not just ONE thing or ONE type of document or system.
• There are a number of quite different types of content that can be called a 'service catalog', or part of one.
• This is because organisations and individuals have different needs, different focus and also different starting and entry points.
Is a Service catalog relevant?
• In future, maybe not, if we can answer the 'whys', but for now the are many organisations and individuals getting value, using aspects of Service Catalog tools and approaches
What sort of value?
• Better service delivery through focus on business goals
• Improved understanding of business goals and needs for IT
• Greater visibility for IT people on what needs to be delivered and measured
• Improved synergy between business and technology departments and people
• Opportunity to account for IT in business context
So its really a tool for IT?
• Yes, IT is the main initial benefactor, although the outcomes improve overall business performance
What's a good SC look like?
This will vary, but in essence there are several main types of content, with 2 initial key documents:
• Service structure
• Service database
These first 2 documents provide the basis for a variety of documents, depending on requirements and maturity.
What documents?
Service structure
• A single page hierarchical view of all the services provided in a customer friendly format.
• Will feature as a graphic representation of services in all other SC documents.
• Can be defined in an initial workshop.
• Will form the basis for reporting and will group services into 'core it services’ / business services etc.
Service Structure
Service Structure End User Services Business Services
Email Desktop/Laptop
Mobile Remote Access
Conferencing Web Services
File and Print Telecoms
Service Desk
HR + Payroll
Commercial Distribution
Professional Services
Project Mgmnt Consultancy
Bus. Reporting Testing
Finance Procurement
E-trading
Scanning
Estates
Transportation
What documents?
Service database
• Contains detailed information on all aspects of all services.
• A a control document and repository for data and relevant background details.
• Does not get presented directly but serves as the source of truth for services.
• Would be the core database on a SC system.
• Its usually a spreadsheet
• Often projects produce this sort of document but then issue it and it can be off-putting and meaningless to all parties..!
What other documents?
Service structure
Service database
• CIO brochure
• User portal
• User information
• SLAs and OLAs
• Business reporting + dashboards
• Business agreement
• IT technical views – supply chain information
XX Corp Information Technology (IT) Department has produced this Service Catalogue in
order to explain the range of services they can provide to you.
The document is arranged into 3 sections to make it easier for you to browse the types of
service most relevant to you.
End User Services
These are the basic generic IT tools you use every day to support you in your role and to
access other IT services. E.g. Email, laptops and mobile phones
Business Services
These are key XX Corp business services used across the business by various departments to
achieve objectives specific to them. E.g., Manufacturing, finance and HR & Payroll
Professional Services
Through these services IT supports business change, maintains business continuity and
provides relevant management information (MI).
Service Desk
What is this service?
This service provides you with a single point of contact for IT issues, queries and requests.
What do the Service Desk do for you?
Be available when you need to speak to IT – On Site 06:00- 18:00 On Call 24/7
Get you working again as quickly as possible in accordance with your needs and priorities
How is my call prioritised?
We need to work with you to identify and agree the appropriate priority level. A number of
factors are considered and discussed with you. For example, number of people affected,
impact on the business and timescales. Please help us by providing as much information as
possible.
What does my call priority mean?
Once prioritised, these resolution targets are used by the Service Desk and the rest of IT.
P1 P2 P3 P4 New
Starter
New
Hardware
We will agree an appropriate frequency of communication with you.
Who should I contact if I am unhappy with my level of service?
If you have an issue with the Service Desk the IT Service Desk Manager is your next point of
contact.
Contact us on
12345 67890
Mobile
What does the service give me?
This service gives you access to business systems regardless of your location using a
handheld device.
What can I request as part of this service?
New / Replacement:
All of the above are requested through X Portal and supported by the IT Service Desk
What access is available through these services?
Email SMS Calls Full XX Corp Network Access
Mobile Phone
Blackberry
Company iPad
3G Dongle (with Key)
Wireless Network
Bring Your Own Device (BYOD):
This gives you access to your corporate email account on your personal iOs device (Apple).
To enable this access you must sign and return the BYOD policy which is available on X
Portal.
Mobile Phone Blackberry Company iPad 3G Dongle Wireless Network
Finance
What is this service?
This service provides the technology to manage all financial transactions. For example
invoice a customer, pay a supplier, collect cash, management account functions.
What key systems are involved?
Finance module
Microsoft Office Applications
General Ledger
Appliation X
Cognos Finance,
Support Information
For any issues you are having please contact the IT Service Desk. We also provide a
heightened level of IT support across the 3-5 days of Month End to match the priority of this
period for the business.
Project Management
What does this service give me?
This service provides the successful delivery of new or amended business systems and
services.
Is my request a project or an E1 enhancement?
What is the difference and how is that decided and communicated
How do I request a project for a new or amended service?
Who supports my project once it is live?
Most live services are then supported by the IT Service Desk
Elements:
User Request Catalogue
For the IT end-user
Self-service request fulfillment
Similar to online shopping experience
Business Service Catalogue View
For the business customer
In business terms
Specific non-IT information
Business SLAs
Technical Service Catalogue View
For the IT provider
Technical and supply-chain details
Component level service data
OLA and Underpinning Contracts
Service Catalogue Elements
SLM Goodness
Making SLAs work Start with Services…!
Move from systems to service focus
Simple language – not technical or legal jargon
Realistic and sustainable
Must be measurable
‘SLD’ ?
‘SLM Goodness’
Don't write an SLA like you are a frustrated lawyer, a novelist, or a tech junkie...
SLAs need to show up gaps in capability and performance. Otherwise how can you improve?
Don't fudge SLA targets into % of % of %. Keep goals real, not just easy targets.
SLAs should be about positive value delivered by IT services, not just how IT responds to failure.
Too much information
System, not service, reporting
Good news! Your service reporting is a bundle of stuff you already report on, like availability, customer satisfaction, and support performance
IT SLM documentation should be written in human English, otherwise it's self-serving, patronising tech BS...
Don't be side-tracked from setting aspirational SLA targets because of 1 or 2 occasions where it will fail - that's the point!
‘SLM Goodness’
SLM projects are not for the faint or tech-hearted...
Don't expect too much if you ask a junior person to set up SLAs
Turns out you can't actually set up SLAs without defining Services first. No really...
"We tried doing SLAs before - no one was interested" (Surprised?)
‘SLM Goodness’
Listen and talk to our customers and businesses… Use the information to build a service model that: • Focusses IT on meeting organisational / business goals • Gives clear targets to work towards • Provides a basis to present our services • Provides a basis for reporting and value demonstration
Ask ourselves What business are we in? Who are our customers? What do they need from us?
Simple..?
Practicalities What can we achieve in 10 – 20 – 30 days?
• Run a workshop • Hold meetings with Customers • Engage with IT • Define the Service structure • Build the Service Database • Produce a service ‘brochure’ • Define the service (process) supply chain • Clearly define service owners • Get customer feedback • Build business metrics model • Reduce cost of service request handling • Use simple Customer feedback and NPV
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Thank you for listening… For more information: [email protected] @barclayrae #ITSMgoodness www.barclayrae.com www.itsmtv.co.uk www.itsmIndex.com