© Copyright 2013 Vivit Worldwide

Service Catalog: How Do I Build This Thing Anyway?

November 14, 2013

Brought to you by

Vivit HP Service Management

Special Interest Group (SIG) Leaders:

Arnon Borensztajn, Mary Kay Petersen and Laura Walker

www.vivit-worldwide.org

Hosted by

Mary Kay Petersen Director, IT Service Mgmt & Enterprise Security

Mentor Graphics

Today’s Presenter

Eric Krueger

Principle Consultant StrataCom

Housekeeping

• This “LIVE” session is being recorded

• The recording will be available on BrightTALK immediately after this session

• Q&A: Please type questions in the Questions Box below the presentation screen

• Additional information available for you behind the Attachment button and later on the Vivit website

StrataCom, Inc. Overview

• Founded in 1997 as an ITSM Consulting Company • Head-quartered in Midwest, offices around the

country: MN, ND, WI, SD, NM, FL, VA, NV • Niche and focused on ITSM • Staff entirely comprised of W2 resources • Consultants versed in both process and technical

consulting • Resources are primarily very senior, with newest

consultants having 7 years of ITSM experience

Services Offered

• ITSM Tool Implementations • ITIL Process Evaluations • ITIL Process Consulting • ITSM Tool Tailoring and Integration Work • Staff Augmentation • Managed Services Offerings around the ITSM Toolsets

– Primary Administration – Tool Development and Maintenance – Primary Support and Off-Hours Support

What Are We Covering Today?

• How to build your Service Catalog Portfolio

• Integrating service catalog workflow into your organization's teams

• How to present and market your service catalog to your end-users

First…Some Important Terminology

IT Service:

• One or more technical or professional IT capabilities that enables a business process.

• An IT service exhibits the following characteristics: Fulfills one or more needs of the customer Supports the customer’s business objectives Is perceived by the customer as a coherent whole or

consumable product

• IT Services are not only important for Service Catalog, but for all other ITIL disciplines!

IT System:

• An integrated composite that consists of one or more of the processes, hardware, software, facilities and people, that provides a capability to satisfy a stated need or objective.

• It is a collection of resources and configuration items or assets that are necessary to deliver an IT service

• An IT system is sometimes referred to as a Technology Solution

Service Portfolio:

• Service Catalog is PART of your Services Portfolio

• The Services Portfolio includes everything in your Service Catalog, PLUS: – Everything in the planning and development phases

– Services that have previously been offered, but are now retired

Building Your Service Catalog Portfolio

• Don’t start by building your Service Catalog

• Start by building your Services Portfolio.

• Start with these questions:

• What do my customers want?

• What can I offer my customers?

Portfolio Development:

How Do I Come Up With Services?

• Define your Service Categories first – These are typically pretty easy to do as many organizations are

split into different departments, each with it’s own Service Category

• Once the Categories are defined, start defining the Services inside each Category – Each department or business unit responsible for the Service

Categories will know what users are getting from them – Roundtable meetings to discuss how teams are serving their

customers will reveal the Services each team is providing to the business

Rules for Defining Services

• Make sure your underlying Services are stated in business terms – not technology terms.

• Make sure your portfolios group like business services – like all the financial services or selling services.

• Make sure these services provide business value and can be measured (e.g.: % of email delivered, orders processes per month, inventory turns)

• Review the completed portfolio and services list to make sure it is comprehensive and makes logical business sense

Service Example-Email

• What email looks like to IT:

– Exchange Servers

– SAN

– Networking

– Firewall routing

– Web Interface

– Mobile connections

– Spam protection

– Wireless Networks

– Databases

– Fail-over

– Active Directory

– Backups

– Uptime

Service Example: Email

Service Example: Email What email looks like to the end user:

Remember This RULE!

• Users care about Business Services, NOT the technology behind them!

Categories and Services Examples

• Infrastructure Services

• New SQL Server Database

• FTP Access

• Data Recovery

• Server Support

• Backups

• Security Management

• Desktop Services

• Loaner Laptop

• New Desktop

• Software Installs

• Upgrade Hardware

• Re-Image

What Else Do I Need to Add to My Services Portfolio?

• When the Services Portfolio is defined, there are many other things you need to define that aren’t necessarily seen by the Catalog Users – Support levels

• If a Service has an issue once it is ordered, or during the ordering process, the Portfolio should track the support groups that will manage that Service

– The Manager who is responsible for this Service – Service Availability

• When the Service is ‘available’ • This should include any relevant SLA and contract information

Two Views?

– The Service Catalog view • Limited information

• End-user driven

• Key Details

– The Technical View • Service Owner

• Support Levels

• Escalation Matrix

• Availability

What you end up with are two views into the Service Portfolio

Next Step-Fulfillment!

The Easy Part is Done!

• Defining the Services Portfolio and creating the catalog is really just the first step.

• If people are using the catalog, they will actually want whatever they ordered delivered or completed!

• Before publishing your Service Catalog, each item in the catalog must be mapped out for fulfillment

Fulfillment from the Users Perspective

Fulfillment from the Users Perspective

What Fulfillment Looks Like to IT

So How are my fulfillment processes different once I implement a Service Catalog?

• If you don’t currently have Service Catalog, you are still somehow delivering the Services to your users

• Your inputs are probably currently different – Phone calls

– Emails

– Incident tickets

– Change Tickets

– Walk-up requests

– Paper-based Work Orders

Move to a Single Work Input Tool

• Once you move to a Service Catalog solution, your work input will move to a single place

• ITMS Solutions are ideal for Service Catalog and Work Input!

• Typically, most of IT is already using an ITSM tool for Incident resolution, Change Management and Problem investigation

• Moving all the work input to a single tool is a good idea because then the users always know where to go to get things done

Now Let’s Get to Work!

• Before publishing your Services Portfolio to a Service Catalog, you MUST map out your fulfillment processes.

• Each Catalog item will have fulfillment processes that are follow one of two process flows – Sequential: Each process must be done when the process before

it is concluded – Parallel: Each process can be done at the same time (in parallel)

• Of course, you can combine the two types of process flows to come up with an unlimited number of potential workflows!

Ideal Solution?

• The ideal solution for managing the workflows allows the Request Manager to manage a single ticket, with multiple ‘Child’ tickets that are assigned out to workgroups to complete tasks.

• Each ‘Child’ ticket is tracked against an SLA and the ‘Parent’ ticket is also tracked against an overall SLA

• Alerts (emails, pages, etc.) go out when ‘Child’ tickets are assigned to Workgroups or individual users

• The system send out SLA alerts when the tasks are taking a long time to finish and are in danger of breaching the SLA

Email Workflow Diagram

Complex Workflows…

• Should not be complex to your IT employees • Tool should be configured to automate nearly all

workflows • Request Manager should not have to ‘manage’

any of these requests unless they get an Alert that the Request is falling behind schedule or that particular Tasks are falling behind schedule

• All of this information should be available to be reported on for improvement

And if You’re Really Brave…

• Your end-users should have visibility into your SLAs (Besides, these are SLAs for their order!) – The end user should know up-front what they

expected time for delivery is

– They should be able to see how far along the Request is

– They should be able to communicate through the Catalog Portal with the teams or the manager of the Request in case they have questions

Keys to Effective Workflow

• Plan the workflow in advance – Don’t publish the Catalog item without the workflow being in

place! • Get the teams together to discuss how fulfillment can be

improved • Track the fulfillment process real-time against set SLAs.

– Reporting is good, but by that time, it’s often too late • Automate, automate, automate. The more automated a process

is, the less chance there is for something to hold the entire process up!

• Keep the end-user informed – If they don’t know what’s going on, they’re just going to call you to try to find out!

Selling Your Service Catalog Internally

• Of course, now you’ve spent weeks or months (or longer) putting together your Services Portfolio, working through the workflows, setting up your automated workflow systems, setting up SLAs and finally (!) publishing a few items in your Service Catalog. Now What?

• If you are just starting, you probably won’t have many items in your Service Catalog, but you want your users to start using it to show them how great it is!

Selling Your Service Catalog Internally

• You can really help yourself out if you the first few things your publish are either: – Things that can really be fulfilled quickly – Really, really complex workflows that have been

bogging down and taking too long to fulfill

• Both scenarios are really a chance to show users that moving to a Service Catalog with automated fulfillment processes will help them get their business needs fulfilled more quickly!

Cut off other forms of Work-intake

• When your IT staff starts to tell users over the phone or via email (or even at Lunch) that the Security Access that they need or the fancy new Database container they need built won’t get done unless they ‘Order it through the catalog’, people will start to use it.

• Start tracking items that are in the Service Catalog and make sure they’re not being procured outside of the Catalog process. – i.e. Where’s the Service Catalog ticket for that new VM

Host Server?

Make Sure Your Feedback Loop is in Place

• When users realize that they can track the status of their order, they will start to request that more items be added to the catalog

• Let users open Incident tickets when they aren’t getting Service. That lets you know where the problems are in your Workflow chain

• Hold some focus group meetings with key stakeholders or power users of the Catalog to make sure you are always improving

Whatever You Do….

• Don’t promise your users an ‘Amazon-like’ shopping experience!

• Amazon has spent millions (billions?) of dollars on their Catalog interface and their procurement systems

• I usually tell people ‘It won’t be like Amazon, but it will be a lot better than what you have now!’

Questions

Thank you