Bridge the GapWith Service

Catalog

itSMF SLM SIGGlasgow June 2014

Why Service Catalog?

• To help define what IT does clearly across large distributed organisations

• To help IT organisations become easier to do business with...• To help define 'good‘, 'success‘, ‘value‘, 'acceptable/not

acceptable’• A commercial organisation would review run rate

/profitability/value of product lines• To understand the value derived from different IT services e.g. operational services as ‘loss leaders’ - helps to avoid poor outsourcing choices

Key points•Service Catalog (SC) is not one single document or tool•SC has a number of stakeholders and outputs, so can be manifest

in many forms•The value is achieved from engaging with IT customers and IT

departments – to work towards demonstrably common goals•Customers should be engaged to discuss service improvement, not

SLAs or Service Catalogs•This (SLM) is a process and approach rather than a single

document or tool - which is what tends to be focussed on. 'Service Catalog'.

What is a Service?

What is a Service?

• A combination of elements that combine to achieve a result or outcome for customers

• Can be a number of things• Very specific technology, that is bought as such• Also bundles of technology and other

components, combined to achieve a result/outcome

What Do We Mean By Services?Analogy: The Airline BusinessLarge amount of technology, resources, skills and knowledge deployed to get passengers from A to B, safely and on time.

As passengers, our focal point of the service is the flight and skill of the pilots.

However every component has a part to play in the success of the service:

The flight may land on time but delays with baggage result in passengers being late.

Catalogue – menu?

Too much information

System, not service, reporting

ITSM Processes/Functions

ITIL/ITSM stuck with individual ‘silo’ processes

These don’t exist on their own in isolation

Need to think integrated functions, not just processes

People, roles, ownership, accountability, function, capability and outcomes…!

ITSM Geometry

Service Desk

IT Department

Customers Problem

Reporting/Metrics

Knowledge

User View

IT/TechView

Business View

Change

Incident

Problem

ITSM Geometry

Service Desk

IT Department

Customers Problem

Reporting/Metrics

Knowledge

User View

IT/TechView

Business View

Change

Incident

Problem

Service Desk

ITSM engine

Service Catalog

CSI

Its all about…

Service Catalog?

itSMF SLM SIGGlasgow June 2014

Catalog – menu?

Elements:User Request Catalogue For the IT end-user Self-service request fulfillment Similar to online shopping experienceBusiness Service Catalogue View For the business customer In business terms Specific non-IT information Business SLAsTechnical Service Catalogue View

For the IT providerTechnical and supply-chain detailsComponent level service dataOLA and Underpinning Contracts

Service Catalogue Elements

Service Catalog Objectives?

• Improve service quality and effectiveness• Improved collaboration/working with customers• To be able to demonstrate the value of IT• Improving users awareness of what IT does• Understanding costs of service and aligning

results / budgets• Ability to benchmark services – cost per service/

per user

Key points

•Service Catalog (SC) is not one single document or tool•SC has a number of stakeholders and outputs, so can be manifest

in many forms•The value is achieved from engaging with IT customers and IT

departments – to work towards demonstrably common goals•Customers should be engaged to discuss service improvement, not

SLAs or Service Catalogs•This (SLM) is a process and approach rather than a single

document or tool - which is what tends to be focussed on. 'Service Catalog'.

What's a good SC look like?

This will vary, but in essence there are several main types of content, with 2 initial key documents:

• Service structure• Service database

These first 2 documents provide the basis for a variety of documents, depending on requirements and maturity.

What documents?Service database • Contains detailed information on all aspects of all services. • A a control document and repository for data and relevant

background details. • Does not get presented directly but serves as the source of truth

for services. • Would be the core database on a SC system.• Its usually a spreadsheet • Often projects produce this sort of document but then issue it

and it can be off-putting and meaningless to all parties..!

What other documents?Service structureService database• CIO brochure• User portal• User information• SLAs and OLAs• Business reporting + dashboards• Business agreement• IT technical views – supply chain information

Service Structure

Service StructureEnd User Services Business Services

Email Desktop/Laptop

Mobile Remote Access

Conferencing Web Services

File and Print Telecoms

Service Desk

HR + Payroll

Commercial Distribution

Professional Services

Project Mgmnt Consultancy

Bus. Reporting Testing

Finance Procurement

E-trading

Scanning

Estates

Transportation

Univ X IT Services

Administrative

HR

Finance Open access

File StorageResearch

Estates VLE / Moodle

Computers / tabletsService Desk

Phones / mobiles

Project Mgmnt

University Services Core Services

Professional Services

Email / Calendar

Network / Wifi

Printing

Registry Internet / web/ soc

Academic

Library

Consultancy Purchasing

Security Remote Working

Personal Devices

Business Analysis

Communications

Alumni

Account/PasswordAccommodations

XX Corp Information Technology (IT) Department has produced this Service Catalogue in order to explain the range of services they can provide to you.

The document is arranged into 3 sections to make it easier for you to browse the types of service most relevant to you.

End User Services

These are the basic generic IT tools you use every day to support you in your role and to access other IT services. E.g. Email, laptops and mobile phones

Business Services

These are key XX Corp business services used across the business by various departments to achieve objectives specific to them. E.g., Manufacturing, finance and HR & Payroll

Professional Services

Through these services IT supports business change, maintains business continuity and provides relevant management information (MI).

Service Desk What is this service?

This service provides you with a single point of contact for IT issues, queries and requests.

What do the Service Desk do for you?

Be available when you need to speak to IT – On Site 06:00- 18:00 On Call 24/7

Get you working again as quickly as possible in accordance with your needs and priorities

How is my call prioritised?

We need to work with you to identify and agree the appropriate priority level. A number of factors are considered and discussed with you. For example, number of people affected, impact on the business and timescales. Please help us by providing as much information as possible.

What does my call priority mean?

Once prioritised, these resolution targets are used by the Service Desk and the rest of IT.

P1 P2 P3 P4 New Starter

New Hardware

We will agree an appropriate frequency of communication with you.

Who should I contact if I am unhappy with my level of service?

If you have an issue with the Service Desk the IT Service Desk Manager is your next point of contact.

Contact us on

12345 67890

servicedesk@XXCorp.com

Mobile What does the service give me?

This service gives you access to business systems regardless of your location using a handheld device.

What can I request as part of this service?

New / Replacement:

All of the above are requested through X Portal and supported by the IT Service Desk

What access is available through these services?

Email SMS Calls Full XX Corp Network Access

Mobile Phone

Blackberry

Company iPad

3G Dongle (with Key)

Wireless Network

Bring Your Own Device (BYOD):

This gives you access to your corporate email account on your personal iOs device (Apple). To enable this access you must sign and return the BYOD policy which is available on X Portal.

Mobile Phone Blackberry Company iPad 3G Dongle Wireless Network

Finance What is this service?

This service provides the technology to manage all financial transactions. For example invoice a customer, pay a supplier, collect cash, management account functions.

What key systems are involved?

Finance module

Microsoft Office Applications

General Ledger

Appliation X

Cognos Finance,

Support Information

For any issues you are having please contact the IT Service Desk. We also provide a heightened level of IT support across the 3-5 days of Month End to match the priority of this period for the business.

Project Management

What does this service give me?

This service provides the successful delivery of new or amended business systems and services.

Is my request a project or an E1 enhancement?

What is the difference and how is that decided and communicated

How do I request a project for a new or amended service?

Who supports my project once it is live?

Most live services are then supported by the IT Service Desk

Service Catalogue Elements

36

ITSMGoodness

1 engage + listen to customers

Arrange short 121 meetings on improvement (not about 'SLAs') Let customers use their own words - give them an open page / simple

questions Keep the meetings/ interactions short Ask them about specifics - dates, times, key people Get out and observe customers Ask them about e.g. features Risk assess / culture fit?

Build and visualise a simple (1 page) view of services Organise into a relevant / useful structure / hierarchy Start to populate the services with information Use this as the data store (service database) for other service

documentation Think outputs/metrics

2 build services based on biz outcomes

CUSTOMERS

What IT services are key to you?

Key people

Key systems

Key departments

Key times/targets

When do you need them?

How quickly do you need them restored?

What support information do you need?

What reviews do you need?

IT SERVICE PROVIDER

What IT services do you provide?

Infrastructure

Networks

Applications

Service/Help Desk

Procurement

Projects

What are your resource levels?

3rd party contracts?

What levels of service can you provide?

SLM PROJECT

Planning

Workshops

Negotiation

Facilitation

Documentation

Build Service Catalog

Set up reporting

Set up review mechanisms

Plan full implementation

Ongoing support as needed

Service Attributes• Description• Customer Contact• Users • SLA • Service Type• IT Delivery• Lifecycle Status

• Criticality• Customer Resp.• Sourcing Model• Contingency/DR• (IT) Service

Owner• Cost/Price

Service Catalog Hierarchy

Service Catalog Hierarchy – Non-IT

Service Catalog Hierarchy – Non-IT

Portfolio Management

Business approach to managing services and service lifecycles

• Pipeline• Service Catalogue• Retired

Services and Service Offerings

Service: A collection of IT components (CIs and other services) that, when combined, provide the business with the functionality it needs to operate.

Service Offering: A specific request or incident logged against a service.

Key Questions

• Do we deliver what our customers need via our services?

• Can we demonstrate this?• Would our customers agree?

Moments of truth• A customer can log on to the website and buy CDs and DVDs • Doctors and medical staff access records when needed • Sales staff get information when they need it to help sell products to

customers • Till and EPOS systems area available to checkout staff.• Logistics teams get the information they need to distribute goods to stores• Online and communications systems are available to process financial

transactions between organisations• Call centre systems are available and responsive to staff when customers

call in• Systems are available for access to mobile and broadcast communications

networks • A system user can access their applications when they need to work• Support is available, helpful and effective when needed

Service Experience - principlesCustomer experience drives delivery

SLA is worst caseManage customer expectations – e.g. keep updated/check closureReport by customer experience not ITSM process (customer satisfaction not total # calls logged in a month)

Delivery in order of value to the businessMaximum benefitMinimum riskOptimum cost

Fastest possible route to closureFix, fulfilment, answer, re-direction etc

Minimum touch points‘Shift-left’ – more first time fix and Self Service(cheaper, faster, easier to manage)

50

Term Definition Current useService A bundle of activities (IT, people and process) combined to provide a

business outcomeService Offering A specific task offered as part of a service ( e.g.

create/change/remove/retire)Service Catalog (SC)

A framework of services (+ offerings)provided as a multi-level set of information, including:

Catalog of Services

SC User Request Portal

Front end user-friendly interface for users to get information and fulfillment of services and offerings (e.g. like Amazon)

Service Catalog

SC Business View

Outputs intended for business customers/users. Identifying service performance, supply and demand etc. (e.g. reports + scorecards)

SC Technical View

Technical and organizational information to support the IS/IT organization in delivering the services and offerings (e.g. technical + process documentation)

Service Attribute Features/values recorded as part of the service

(e.g. owner, customer, components, SLA)

Service Portfolio The lifecycle management of Services from pipeline through to retiral. ‘Service Catalog’ is the live service status.

Service Offering (?)

SLA Written target for service performance and delivery agreed with customer

OLA Internal SLA to define inter-departmental responsibilities required to meet customer SLAs

How do we do this?

Metric What Threshold Weighting

Telephony ABR/AHT/ATR ABR<5%AHT<5 minATR<2 min

20%

Incident logging SLA Key apps – HR + Payroll apps+ Email

99.8% Service Hours

20%

Incident resolution SLA Weekly review Target 90% 20%

Agent efficiency Weekly review Target 90% 10%

Customer satisfaction Month end billing 100% availability

20%

Efficiency/scheduling Internal metrics % targets 10%

SERVICE DESK

98%

How do we do this?

Metric What Threshold Weighting

Incident Response OLA All Services Target 95% 20%

Incident resolution SLA Weekly review Target 90% 30%

Analyst productivity Weekly review Target 90% 10%

Incidents caused by changes ration

Systems supported >2 monthly 20%

Incident backlog Outstanding incidents >5% of monthly total

20%

IT TEAM

90%

How do we do this?

Metric What Threshold Weighting

Incident + request SLA All Services 99.5% Target 10%

Major Incidents All Services 99.8% Service Hours

20%

Service availability All Services Target 90% 20%

Team performance Relative operational performance

Thresholds outside 5%

10%

Customer satisfaction Month end billing 100% availability

20%

Cost per service Target unit costs / budget

Thresholds outside 5%

20%

IT MANAGEMENT

93%

How do we do this?

Metric What Threshold Weighting

SLA Incident/fix <5 per week 20%

Availability Key apps – ERP + Email 99.6% Service Hours

15%

Customer Satisfaction Weekly review Target 85% 25%

NPS/KCI Weekly review Target 75% 10%

Key Metric – Moment of truth

Key time availability 100% availability

30%

CUSTOMER - SERVICE A

100%

How do we do this?

Metric What Threshold Weighting

SLA Incident/fix =None per week

30%

Availability Key apps – HR + Payroll apps+ Email

99.8% Service Hours

20%

Customer Satisfaction Weekly review Target 90% 10%

NPS/KCI Weekly review Target 90% 10%

Key Metric – Moment of truth

Month end billing 100% availability

30%

CUSTOMER - SERVICE B

98%

Next steps

• Validate structure• Socialise• Build Service Database• Get data from IT and biz teams• Customer meetings – trial/phased Services• Build + validate service ‘bundles’• Create initial reporting• Review and identify systems approach• Define out puts – e.g. CIO Brochure• Produce CIO Brochure• Actions and owners

Thank you for listening!

barclayrae.comItsmgoodness.com

#itsmgoodness@barclayraebjr@barclayrae.com

The SLA small print…– ICT accepts no responsibility whatsoever at any time for anything it might or might not do..– The person of the first party shall be ICT, pending approval from the ICT Steering committee. In respect of the

second party this should be the user community as appropriate. 3rd parties are not allowed, unless these include free alcohol.

– SLA performance is not guaranteed, but is expected to reach 60% of 90% of the agreed target, except when the DBAs and Network team are on a bender.

– The Service Desk will accept calls from users if they really feel like it They also reserve the right to ask unreasonable questions about serial numbers, otherwise all contact is invalid.

– IT reserve the right to send meaningless automated emails to users at any time.– Query response times are expected to be sub-second, unless there is excessive run-time load from QRG tables on the

JTAG server in X/DOPP. XSPART nodes are enabled for elves, except under BS/0906688, including abusive calls to the monkfish database.

– IT will respond in a timely manner to high-priority business incidents, if they are asked very nicely indeed and also made to feel very special and important.

– System availability will be 100% when not required, patchy at key business times, which are not agreed or understood.

– All requests will be ignored until they are chased up by users or their angry PAs. – Requests for PCs will be delivered within 6 months or at least before the requester leaves the organisation – or

whichever is most convenient for the IT department.– Users are responsible for care and maintenance of their own PCs – if not they will be subject to abuse and humiliation

from young geeky guys with no socials skills and who don’t have any other sort of life and couldn’t get a girlfriend.– This SLA document is binding and any breach of the aforementioned conditions will result in immediate dismissal

and summary execution.– This SLA will be filed for reference and stored in the private folder D://unused/garbage, marked ‘Do not read’. In the

event of it being read it will become invalid. – Issues or complaints should be escalated to the least responsible person available, and will be ignored.

Why are SLAs like this?

SLAs are often started without services being defined or understood.

There is often little understanding of how to build and negotiateservices and SLAs.

In effect the services are also being defined as well as the SLAs –perhaps unwittingly.

How do you make your SLAs successful…?

1. Start with Services – understand what current services are provided and what needs to be designed for improvement.

Services

SLAs

Improvement

Business Needs

2. Ask the business what they want…

…or what they think their services are

3. Use simple and appropriate language

4. Keep the SLA realistic and achievable

5. Only set up an SLA that can be measured

6. Keep them short and concise…

…otherwise no one will read them.

7. Keep smiling…!

Workshop

How do we define a Service? What attributes?

What are our services?

Please come up with a list of IT services

that IT delivers to your Customers