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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
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?
