service catalog presentation november 2011
DESCRIPTION
Brighttalk webinar on the 4 key decisions for successful implementation of Service Catalog.TRANSCRIPT
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4 decisions for execution4 decisions for execution success
Service CatalogService Catalog
Ivanka MenkenIvanka
MenkenCEO - The Art of Service
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SERVICE≠
PRODUCT
SERVICE≠
PRODUCT
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IT Staff often confuse a ‘service’ as perceived by the customer with an IT system.
ITIL ® V3 - Service Design page 61
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LEXUS feeling
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A lot of focus on the theory
•Blogs
•Articles
•Whitepapers
•Training courses
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Does your IT Group use an IT Service
Catalog?
Does your IT Group use an IT Service
Catalog?
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‣ No, but I wish they did‣ Yes, Product Based‣ Yes, but too technical‣ Yes, and I love it‣ No, and I like it that
way
The Art of Service survey on 12,000 IT Professionals, 2010
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New
Serv
ices
R&
D
Serv
ice C
ata
log
Reti
red
Serv
ices
ITIL & Service Catalog
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New
Serv
ices
R&
D
Serv
ice C
ata
log
Reti
red S
erv
ices
Purpose
To provide a single source of consistent information on
all of the agreed service, and ensure that it is widely available to whose who are
approved to access it.
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Goal:
“Manage the information contained within the Service Catalog, and to ensure that is is accurate and reflects the current details, status, interfaces and dependencies of all services that are being run, or being prepared to run in the live environment”
ITIL V3 Service Design, page 60
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EVERYBODY is involved
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BE CONFID
ENT IN YOUR A
BILITY TO D
ELIVER
BE CONFID
ENT IN YOUR A
BILITY TO D
ELIVER
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Business Catalog
- Business Language- (pre-) Sales document
- Customer view
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of EVERY live serviceor service being transitioned
into the liveenvironment
Detailscurrent status
interfacesdependencies
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Technical Catalog
•The service mechanics
•Supporting services, shared services, service components and products.
•Underpins the Business Catalog
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Other processes & activities
Other processes & activities
•SLM
•Supplier Management
•Technical Support Processes
•Project Management
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CHANGE MANAGEMENT
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What you need to What you need to know...know...
How to develop, publish, and implement your ITIL- based Service Catalog
How to define IT services quickly
Critical Success Factors and KPIs
How to maintain your Service Catalog
Challenges and risks associated with using a Service Catalog
How software tools can help and hinder Service Catalog creation and operation
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Service CatalogService Catalog
FEATURES vs. BENEFITSWANTS vs. NEEDS
FEATURES vs. BENEFITSWANTS vs. NEEDS
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4 decisions4 decisions
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Success in business
SUCCESSSUCCESS
Strategy
PEOPLE
HR
EXECUTIONCASH
SYSTEMS
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Success in IT
STRATEGY
CASH EXECUTION
PEOPLE
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1111STRAGEGY
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WHO ARE YOU SERVING?
The business? The business?
Or Or
the business’s business? the business’s business?
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Desired outcome
•Budget
•Sales / revenue
•Staff morale / workload
•Customer Satisfaction
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2222PEOPLE
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People
Hire attitude - train skills
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Key skills for Service Catalogue Manager:•Leadership & management skills•Interpersonal Skills•Eye for detail
Basic Skill Set
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Service Catalog Manager
Produce and maintain the Service Catalogue
all services are recorded
all information is accurate and up-to-date
information is consistent with other sources
information is protected and backed up
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3333CASH
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$$$$$
$$$ $
BUDGET FOR SERVICE, NOT JUST PRODUCTS
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4444EXECUTION
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What is the current situation?
Confidence in the current IT environment
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disciplinestructure
measures
reportsWhat’s next?
What’s next?
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Where to start?
•Data Management
capture
ownership
storage
data integrity
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CREATE
DRAFT
CATALO
G
CREATE
DRAFT
CATALO
G
DISCUSS
WIT
H
STAKE
HOLDER
S
DISCUSS
WIT
H
STAKE
HOLDER
S
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CREATE
DRAFT
CATA
LOG
CREATE
DRAFT
CATA
LOG
DISCUSS
WIT
H STA
KEHOLD
ERS
DISCUSS
WIT
H STA
KEHOLD
ERS
UPDATE
CATA
LOG
UPDATE
CATA
LOG
USE C
ATALO
G FOR S
LA N
EGOTI
ATIONS
USE C
ATALO
G FOR S
LA N
EGOTI
ATIONS
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Take your time
Take your time
CREATE
DRAFT
CATA
LOG
CREATE
DRAFT
CATA
LOG
DISCUSS
WIT
H STA
KEHOLD
ERS
DISCUSS
WIT
H STA
KEHOLD
ERS
UPDATE
CATA
LOG
UPDATE
CATA
LOG
USE C
ATALO
G FOR S
LA N
EGOTI
ATIONS
USE C
ATALO
G FOR S
LA N
EGOTI
ATIONS
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“... the famous Business IT Alignment happens not by IT people getting savvy about business but by business getting IT'd. Poof!
The job migrated into another job”
Rodrigo Flores, http://servicecatalogs.typepad.com/
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““The art of war does not The art of war does not require complicated require complicated maneuvers; the simplest are maneuvers; the simplest are the best and common sense is the best and common sense is fundamental. From which one fundamental. From which one might wonder how it is might wonder how it is generals make blunders; generals make blunders; it is because theit is because theyy tr tryy to be to be cleverclever.”.” —Napoleon—Napoleon
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Structure & Structure & disciplinediscipline
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Structure & Structure & disciplinediscipline
• Triggers for the process• Process activities• KPIs• Responsibilities of all people involved
- SC Manager- SC Administrator
• Interconnection with CMDB and SLAs• Change Management
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TOOLS?
•Database
•Spreadsheets
•Specialised software products
•Reporting tools
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Strategic Goals / Master Strategic Goals / Master PlanPlan
Monthly Monthly ChecksChecks
Quarterly PlanQuarterly Plan
Weekly Weekly meetingmeeting
Daily updatesDaily updates
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Thank You
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[email protected]: +61 7 3252 2055
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