it service catalog: build a service taxonomy in 4 easy steps
TRANSCRIPT
Build a Service Taxonomy in 4 Steps
PLUS 3 Key Mistakes to Avoid
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Speaker Bios
DON CASSON, CEO, EVERGREEN SYSTEMS
Don has led Evergreen Systems since its founding in 1997. Over the years he has spoken at conferences, authored white papers and been interviewed for numerous industry periodicals.
Contact: [email protected]
JEFF BENEDICT, ITSM PRACTICE MANAGER, EVERGREEN SYSTEMS
Jeff manages the ITSM practice at Evergreen and has worked with ITSM tools for 15+ years.Jeff is an active contributor to the Evergreen Blog and Twitter. (twitter.com/JeffSBenedict)
Contact: [email protected]
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Today’s Agenda
• About Evergreen
• Benefits of a Service Taxonomy
• Building a Service Taxonomy in 4 Steps
• 3 Key Mistakes to Avoid
• Evergreen’s Beautiful, User-Centric Service
Catalog (built on ServiceNow)
• Possible Next Steps / Q&A
• 80-person U.S. IT Consulting Firm
• Worked with hundreds of Mid-Market and
Fortune 1000 Companies
• Full lifecycle firm with deep ITSM / ITIL
transformation experience
• One of Top 5 ServiceNow U.S. partners
• Primary Focus – “Customer-Centric IT
Service Management”
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About Evergreen Systems
Sample ClientsQuick Facts
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This….Or This?
What About the Customer?
Evolving…
IT’s Value
Customer Experience
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A Service is outcome that meets a
customer’s need well enough to justify the
purchase price
What is a Service Taxonomy?
A Service Taxonomy is the practice and
science of classification of services
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Attributes of a Taxonomy
Classification of things – often
from general to specific
Generally organizes things
into groups
Includes the principles
underlying the classification
Parts of a whole
Parent - child relationship can
be multi-parent
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Benefits of Building a Service Taxonomy
CONSISTENCY
CLARITY
SIMPLICITY
ALIGNMENT
PRIORITY
REUSE
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Building a Service Taxonomy in 4 Steps
Step 1
define the purpose
how do we define it?
why do we need it?
who is served by it?
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Building a Service Taxonomy in 4 Steps
Step 2
set the foundation
who is involved & how?
what is the process for building & changing?
how do we document it?
how do we manage demand?
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Building a Service Taxonomy in 4 Steps
Step 3
create the framework
From general to specific works well
group logically
define from the service user’s perspective
Category GroupSub
GroupService
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Building a Service Taxonomy in 4 Steps
Step 3(a)
follow good framework practices
1) try to target 7 or less items per category
2) try to limit the number of hops from category to
actual service from 4-6
3) going broader at the end is ok
4) work to simplify, use few words, define in the
customer’s language
Category GroupSub
GroupService
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Sample High Level Taxonomy
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Building a Service Taxonomy in 4 Steps
Step 4
begin building key services
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3 Pitfalls to Avoid
IT navel gazing
don’t go all “wild west” on it
don’t claim victory too early
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Evergreen’s User-Centric Service Catalog
POWERED BY SERVICENOW
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ServiceNow Service Components
The objects and their relationships that drive the definition of a service
Business Services
CI’s in the database
Business
Services
In/Out
of Scope
Category Parent Categories
Service
OfferingService
Offering
Commitments
&
subscriptions
Commitments
&
subscriptions
SLAs (Avail
&
Response)
SLAs (Avail
&
Response)
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Service Definition Approach
The following steps may help in getting moving with your business service
definitions
Define all Business Services – Outline the basic information about the services offered to customers
Steps to follow
Define the scope of the services – Clearly define the scope of each Business Service. What’s in scope and what’s out of scope.
Service Offerings – Define all Service Offerings and variations per Business Service (ie Bronze, Silver and Gold)
Pricing – Define pricing model on Business Services and configure prices on Service Offerings
Commitments – Define all the Service Commitments per Service Offering and linkages to SLAs
Relationships – Define relations between Business Services and CI’s. Outline service health relationships
One-Day, Private Service
Catalog Workshop – $3,950
Arrange a private demo of our “Metro
Style” End-User Portal – available for
$15,000 as an update set.
Possible Next Steps?
http://www.evergreensys.com
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• Questions?
• Thank you for your time.
Check out our blog for our latest thinking!
http://www.evergreensys.com/blog
IT webinars, white papers, tools and more at:
http://www.evergreensys.com/it-webinars-whitepapers-evergreen-systems
Wrap-Up