webinar - the science behind effective service catalogues

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IT Management, Simplified Real-time IT management solutions for the new speed of business

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IT Management, SimplifiedReal-time IT management solutions for the new speed of business

The Science Behind Service CataloguesBuild It From the Ground Up

With James Gander

About James James is an ITIL accredited service management and IT operations management consultant with over 20 years of experience in IT which includes managing, mentoring and leading IT support teams in the UK, India and New Zealand. He has worked in various sectors including utilities, media & broadcast, public health and tertiary education.

James uses his experience to assist organizations improve processes across Service Desks and IT support teams, enabling continuous improvement whilst also delivering a stable operational environment.

James is also an accomplished people manager, varying from small local teams to large multi-national teams and is experienced in strategic thinking to drive improvements and change.

Email: [email protected]+: GanderCoNz Twitter: GanderSMFacebook: GanderITSMWeb: www.gander.co.nz

You will Soon Discover

1. The value of Service Catalogues

2. The type of Catalogues

3. Integration with the Service Portfolio

4. How to identify your services

5. Where to start with building your Service Catalogue

6. How integrating your Service Catalogue with technology can help you

The value of Service Catalogues

Why do you need a Service Catalogue?

Isn’t it just MORE documentation?

“We know what we do and so do

our customers.”

The value of Service Catalogues

Demonstrate the value IT provides

• Demonstrate what IT actually does:

o How many applications do you support?

o How many servers do you support?

o How many people are doing this?

o What value do these applications

o provide?

o How used / effective are the services?

In terms that the customer understands

Types of Catalogues

• Business Service Catalogue

• Technical Service Catalogue

• Request Catalogue

Business Service Catalogue

Business Service catalogues describe what you do and to what level

• Provides a list of services provided by IT to accomplish

business functions

• Describes WHAT IT provides and the agreed level of service

that IT and the customer have agreed upon

Technical Service Catalogue

• Primarily for internal use only

• Provides a list of services provided by IT to

accomplish a business function

and the technical information to

enable that

• Describes HOW IT provides the

service and the agreed level of

service that IT and the customer

have agreed upon

Technical Service catalogues help IT understand HOW they deliver the service

Request Catalogue

The Request Catalogue is just like a menu

• Provides a “menu” that the customer / user may select from

to receive additional or enhanced services

Type of catalogues

IT is nothing like a restaurant

Business Service Catalogue Technical Service Catalogue Request Catalogue

Food Kitchen, Ovens, Dishwasher, crockery,

cutlery, etc.

Pizza with ham, Pasta with chicken,

Steak, …...

Drinks Bar, Licence, Cellar, Fridge, glasses, etc. Beer, wine, cocktails, soft drinks…..

BYO Licence, corkscrew, glasses, etc. Corkage….

Function Room Lighting, tables, chairs, Sounds system,

etc.

Self catering, pizza, pasta, ...

Toilets Plumbing, etc. Ladies, Gents, Disabled, baby changing

facilities

Type of catalogues

Different catalogues provide different value to different people

Business Service Catalogue Technical Service Catalogue Request Catalogue

Accounts Payable ERP Application Server, ERP Database

server, CRM Server, File server, Email

server, router a, switches, j, k, l, printer

123

Accounts Payable, CRM

Distribution CRM Server, Email server, File Server,

Barcode scanning software, router b,

switches, j, m, p, barcode scanners

Barcode scanner, Distribution Application

Direct Marketing CRM server, file server, email server,

printers, design software, router a,

switches, j, k, p

Adobe Photoshop, Colour printer x,

Service Portfolio

Service Portfolios are more important that Project Portfolios

• How does the Service Catalogue fit in with the Service

Portfolio?

Identifying services

It’s all about what works for you and your customer

What is a Service?

ITIL® V3:

“ A means of delivering value to customers by facilitating outcomes that customers want to achieve without the ownership of

specific costs and risks”

What is a service in your organization?

Identifying services

What is the value of a service?

©Axelos

Identifying services

Learn to speak the same language

• Use terminology that your customer uses

o Accounts payable

o Workforce Management

o Payroll

Identifying services

Hold tight, there's no really easy way

• Where to start?

o Three ways

Org chart / Business Processes

Applications

Gut feel / experience

Identifying services

Time is always against you

• Org chart / Business Processes

o Look at your company’s org chart

o Choose a business unit

o Ask them what they do / look at

previous projects documentation

o Write it down

o Hey Presto!

Identifying services

This might get scary

• Applications

o Produce a list of ALL applications in use in your

organization

o See who uses them

o Ask them why

o Write it down

o Hey Presto!

Identifying services

While confusing, this might shed light in areas you didn’t expect

• Gut feel / experience

o Talk to those in IT who have been

there the longest

o Ask them what IT supports

o Write it down

o Hey Presto!

Identifying services

It’s a bit like a lolly scramble

• A mixture - Lessons learnt by me

o Never a full list of business processes

o Business units never fully know what they do

o Never a full list of applications

o IT never know about everything

o Hey Presto! is never that easy

Identifying services

OBASHI Methodology

• Ownership (Stakeholders)

• Business Process

• Application

• System (Operating System)

• Hardware

• Infrastructure

Building the Service Catalogue

It doesn’t have to be big and shiny.

• Business Service catalogue

o Service name and description

o Owner (who can approve changes to the service)

o Business areas that consume the service

o Availability requirements

o Service Levels

o Criticality

• Technical Service catalogue

o Business Service

Catalogue PLUS

o Applications, Operating

Systems, Hardware &

Infrastructure

o Resiliency

o 3rd parties & support

agreements

Building the service catalogue

It’s better to know where you might fail

• Starting from scratch

• Brand new service?

Building the service catalogue

Treat it like a project

Initiation Planning Execution Operate

Maintenance

Change management is essential

• Update the catalogue whenever anything changes

• Perform regular reviews to ensure currency

• Its not just about IT

Integrating with technology

Technology is not essential but it can help

• Not essential! You could have you services written on a

piece of paper stuck to the wall.

• Monitoring

• Incidents

• Change Management

• Reporting

• Service Levels

• Budget & Accounting

• Availability

• Capacity

• Incidents

• Requests

Reporting

Use the Service Catalogue to report on what is important

Getting started with a service catalogue

It will be worth it!

• Starting it is the hard part.

• Doing it is time consuming

• Maintaining it is essential

Thank you

ServiceDesk Plus

Align People, Process and Product for Effective IT

ServiceDesk Plus is a help desk

software with integrated asset

and project management built

on the ITIL frameworkITIL Framework

Project

Management

Asset

Management

A small demo

Benefits of the Service Catalogue

• Showcase all IT services offered

by your IT department

• Users can submit service

requests 24/7 from anywhere

• Enable multi-stage approval

process and SLAs for all requests

• Execute tasks in a sequential

manner by configuring task

dependencies

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