Successful Service Catalog implementation

Sharon Taylor, Aspect Group, Inc.

Barclay Rae, Axios SystemsCalum Kilgour, Axios Systems

November 05, 2009

Service Catalog Management

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Agenda

Introductions

- Barclay Rae - Head of Axios Global Services

Service Catalog Management

- Sharon Taylor – President, Aspect Group, Inc. What is a Service Catalog? How is it used/viewed by different parties The different types of Service Catalogs The associated challenges How it fits into the Service Lifecycle Building a Service Catalog Benefits of a Service Catalog 5 top tips

From Chaos to Clarity

- Calum Kilgour – Business Development, Axios Systems

Question and Answer session

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Your Speaker Today . . .

Sharon TaylorPresident, Aspect Group, Inc. since 1999

CIO for 14 years

CEO for 10 years

Author, thought leader

Dedicated to the ITSM industry

Chief Architect ITIL V3

Chief Examiner ITIL V3

Chair, itSMF International

ISM, Fellow

Strategic Advisor, ICSM

www.aspect360.net

Sharon Taylor Aspect Group, Inc.

Service Catalog Management:Are you the Master or Slave?

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A Service Catalog is….A Reflection of IT

Capability

Quality

Professionalism

Uniqueness

Services

VALUE TO THE BUSINESS

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Articulating Business Value

What are we trying to achieve with a Service Catalog? Articulate our value in business terms that our customers understand.

Demonstrate our value by measuring and reporting this regularly to the

business.

Show that we understand the business needs and what services are.

Provide services that are cost effective, relevant and reliable.

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What does the Customer Care About?

Price

Size

Color

Washable

No Ironing

Meets my need

Fits my budget

Good value for money

Lasting quality

Guaranteed

Customer ACustomer A Customer BCustomer B

Size

Color

Top Stitched

100% Cotton

Different

needs from the same thing

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A Typical Service Catalog

User Request Catalog

For the IT end user

Self-service

Similar to online shopping experience

Business Service Catalog

For the customer

In business terms

Specific information

Technical Service Catalog

For the IT Provider

In technical terms

Component level service data

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Business Service Catalog – Example Elements

Service Description – A brief description of what the service is in business language.

Service Levels – Every service should clearly describe the agreed service levels.

Support – Every service should describe how the business customer should report problems or make requests.

Service Conditions – This should set the expectations for any specific terms of usage and operational maintenance and change periods.

Cost – Every service should establish its actual or notional cost to the customer.

Features and Functions – A brief description of these described in terms of the value these bring to the customer.

Related Services – Links to other areas of the Service Catalog that provide complimentary services that the customer might find useful, or that form part of, a core service package.

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Service Catalog Overview

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Realism – Service Catalog Challenges

Changing gears Thinking in a different way Reaching common ground

Tool blindness Trying to use Request Management

tools as a catalog Expecting tools to solve human

issues Understanding requirements

Adoption and use Sticking to it No more, no less

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A Good Service Catalog Depends on the Entire Service Lifecycle

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Planning and Trending

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Design and Management

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Daily Use and Maintenance

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Improving and Maturing

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Building the Service Catalog

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Real Life Example

The business already has a customer catalog that was mature and well accepted.

IT used this as their template for the IT Service Catalog.

They:

Used best practices.

- Un-cluttered, concise and consistently structured.

Adopted a business style as a proven model.

- Involved the business in service definition.

- Utilized existing base structural specifications.

Were able to use the Service Catalog for IT and non-IT services.

Saved time, effort and infrastructure costs.

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Iterative Improvement and Evolution

Start small Try one business processes first

Expand by criticality

Be innovative Include non-direct IT services

Listen to feedback Solicit it often

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Benefits

Helps manage your customer expectations by providing clarity on what you do and don’t do for them. It can avoid the grey areas of what customers think your services include and don’t.

Helps manage services from a business-focused and business- based delivery mindset.

Allows you to document and manage services from an end-to- end perspective and capture the true cost of service provision.

Allows you to demonstrate your ROI to the business customer.

Demonstrates a professional, responsible approach by IT to service management from the business value perspective.

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Benefits

Most importantly, having a well structured and functioning Service Catalog can link business needs directly to IT services and then into the

technical infrastructure.

This improves the awareness, understanding and positive cultural behaviors that make effective

Service Value Management possible.

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5 Top Tips

1. Carry out a Service Catalog workshop

2. List the dependencies of each service

3. Decide usage parameters

4. Start with a reasonable number of services

5. Make sure you know your requirements before investigating automation tools

Calum Kilgour, Axios Systems

Service Catalog Management:from Chaos to Clarity

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From Chaos to Clarity – Electrix Energy Company

Exploration of some scenarios at Electrix Energy Company

Major challenges faced

Service Catalog in action

Creating our solution by thinking, building and publishing

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Isobell Watt at Electrix

OPTIMIZER BOX

Field Sales Engineers

Customer 1

Customer 3

Customer 2

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What Just Happened?

Human

ResourcesEmai

l

TechnicalServices

2 Request

s2 Laptops

The wrong ones !

No delivery

times

Email

Chasing for

payment

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What Does This Mean for Electrix?

-$

-$

-$

Wrong laptops

ordered

New start not productive

HR: authorization

challenges

Wasting time

Disappointed customers

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Live from London

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What Does This Mean for Isobel and Electrix ?

One-stop-shop

Very easy to use

Relevant offerings (services)

Time expectations set and met

New start productive quickly

Minimizing cost, maximizing revenue

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Gary Mercer in Electrix IT

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Solution

THINKTHINK BUILDBUILD PUBLISHPUBLISH

Service

Hierarchy

CMDB

Workflow

Workshop

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Simple Business Case

This service request used to take on average 10 days costing roughly $282.

After streamlining and automation the delivery time was reduced to 3 days at a cost of $80.

For this request alone we have saved $202.

Electrix IT receive 5000 service requests per year.

If we can save this amount on every request. The savings are 5000 X $202 = $1,010,000 per year.

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Service Catalog – Solution/Vision

Cost Control

$

assyst

Fast Implementation

Rapid Customer Adoption

Demand

$ Demonstrating Value

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Further Resources

Coming soon - Service Catalog Management white paper Service Catalog workshops – public and on-site assyst Service Catalog flyer Service Value Management white paper Service Value Management webcast

Questions?