Boost your ITSM maturity with a service catalog
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Transcript of Boost your ITSM maturity with a service catalog
Axios Systems Webinar
Blog.axiossystems.com
@Axios_Systems
Axios on LinkedIn
George SpaldingExecutive Vice PresidentPink Elephant
Joe BeighleyBusiness Solutions ConsultantAxios Systems
“Boost your ITSM maturity with a Service Catalog”
#ITSMmaturity
1
The Webinar will start shortly
POLL Q1. What day of the week do you prefer to attend a webinar?
2Axios |
• Monday• Tuesday• Wednesday• Thursday• Friday
Pink Elephant – Celebrating over 20 Years Of ITIL Experience
Boost Your ITSM Maturity with A Service Catalog
withGeorge Spalding
Executive Vice-PresidentPink Elephant
POLL Q2. On a scale of 1-5, how would you rate your overall ITSM maturity level (5 being highest)?
4Axios |
1 – Ad-hoc. Occasional, not consistent, not planned, disorganized2 – Repeatable. Intuitive, not formalized, only certain processes adopted 3 – Defined. Documented, evaluated occasionally, understood4 – Measured. Well-managed, formal, some process automation, evaluated frequently5 – Optimized. Continuous improvement, proactive, automated
Service Catalog© Pink Elephant, 2013 All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Cabinet Office 5
Technology Focus
Customer Focus
Business Focus
Value Network Focus
LOW
HIGH
Role Of IT/IS In The Organization
Infl
ue
nce
On
Th
e B
us
ines
s
IT is perceived as an internal business partner
IT customers are the customer of the organization
IT has a single strategy and is focused on the customer, but is perceived as an external supplier
IT is focused on the integration and delivery of end-to-end IT services (business solutions)
IT is focused on technology, infrastructure and applications are treated as separate and largely unrelated domains
Service Focus
The Changing Maturity Levels For IT
Service Catalog© Pink Elephant, 2013 All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Cabinet Office
The Service Catalog
The Service Catalog is the Key Enabler in transforming to a Service-Centric, Customer-Focused Model for IT
The Service Catalog is the Key Enabler in transforming to a Service-Centric, Customer-Focused Model for IT
Service Catalog© Pink Elephant, 2013 All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Cabinet Office
Natures Of The Service Catalog
Service Catalog© Pink Elephant, 2013 All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Cabinet Office
Views Into The Service Catalog
Service Catalog
End User• What services can I buy?• What does this include?• When will I get it?
Service Level Manager / IT View• What services do I offer?• What levels are available?• What are my key metrics?
Business Customer• What services am I using?• What levels am I receiving? • What is my IT spend?
Service Catalog© Pink Elephant, 2013 All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Cabinet Office
BusinessCustomer
Business Customer View of The Service Catalog – Sample
Service Catalog© Pink Elephant, 2013 All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Cabinet Office
What Is An IT Service?
“A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.” (ITIL)
Fulfills one or more needs of the customer Supports the customer’s business objectives Is perceived by the customer as a coherent whole
Service Catalog© Pink Elephant, 2013 All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Cabinet Office 11
What Customers Want?
“People do not want quarter-inch drills.
They want quarter-inch holes”Professor Emeritus Theodore Levitt, Harvard Business School
Service Catalog© Pink Elephant, 2013 All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Cabinet Office 12
Steps For Defining IT Services
When adding a new service or when changing a service, you should follow these steps:
1. Define major Business Functions & Processes
2. Define facilitating/enabling IT Services
3. Map IT Systems to IT Services
4. Map IT Components to IT Systems (CMDB)
5. Develop Service Offerings
6. Define Service-Based costing (Option?)
© Van Haren Publishing. Adapted from Defining IT success through the Service Catalog 2.1, pgs 22-33© Van Haren Publishing. Adapted from Defining IT success through the Service Catalog 2.1, pgs 22-33
Service Catalog© Pink Elephant, 2013 All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Cabinet Office 13
Business ServiceManagement
Requirements/demand:
Utility:Name, description,purpose, impact, contacts
Warranty:Service levels, targets,service hours, assurance,responsibilities
Assets/resources:Systems, assets,components
Assets/capabilities:Process, supporting targets, resources
Assets/capabilities:Resources, staffing, skills
Composition Of A ServiceB
usin
ess
Vie
wTech
nic
al V
iew
Business Service
Businessprocess 1
Businessprocess 2
Businessprocess 3
IT Services
SLAs/SLRsincludingcost/price
Data
SuppliersSupportteams
Supportservices
OLAscontracts
Applications
ITprocesses
Infrastructure
Environment
Service
Policy/strategygovernancecompliance
© Crown copyright 2007 Reproduced under license from OGC. Based on Figure 3.2 Service Design, page 24© Crown copyright 2007 Reproduced under license from OGC. Based on Figure 3.2 Service Design, page 24
Service Catalog© Pink Elephant, 2013 All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Cabinet Office
Service Unit 3
ExternalBusiness
Unit A
External Supplier
Business Unit D
Service Unit 4
Embedded IT
Business Unit A
Business Unit C
Business Unit B
Business Units
Value Service Network
Service Ecosystem
Service Unit 1
Service Unit 2
Shared IT Services
3 Service Supplier Types
Service X
Service Z
Service Y
Service WDedicated
Service
SharedService
OutsourcedService
Service Catalog
Service Catalog© Pink Elephant, 2013 All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Cabinet Office
Service Offerings Or Bundles
The creation of a service offer or bundle refers to the bundling together of complementary services based on typical usage pattern that together provide a value added offering
Service Catalog© Pink Elephant, 2013 All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Cabinet Office
The Service Catalog and SLA Structures
Service CatalogSLASLA
SLASLA
SLASLA
SLASLA
Options
Targets
Levels
Default
Cust. 1Cust. 1
Cust. 2Cust. 2
Cust. 3Cust. 3
Cust. 4Cust. 4
SLA 1SLA 1
SLA 2SLA 2
SLA 3SLA 3
Cust. 2Cust. 2
Cust. 5Cust. 5
Cust. 6Cust. 6
Cust. 7Cust. 7
Cust. 3Cust. 3
Cust. 4Cust. 4
Cust. 1Cust. 1
Cust. 8Cust. 8
16
Service Catalog© Pink Elephant, 2013 All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Cabinet Office 17
Key Elements of A Service Catalog
Identifies all the services offered Should reflect the default levels of service that would
work for 75% - 80% of your organization This becomes a master SLA that allows for different
levels of service to be driven from the default levels of service
Doesn’t require an SLA for each customer Easier to update and maintain than separate SLA’s Accessible by the customer Non-technical document Includes a glossary of terms
Service Catalog© Pink Elephant, 2013 All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Cabinet Office 18
ROLES: Service Catalog Management & Customer Engagement
Service Owner
Service Level Manager(Business
Relationship Manager)
MonthlyService
Report toCustomer
Customer
Business Application
Services
Infrastructure/ Technical
Services
Professional Services
Serv
ice C
ata
log
ServiceManager
SCM Process Owner
Service Information& Requests
Product Managers
Service CatalogManager
SLMProcess Owner
POLL Q3. On a scale of 1-5, how do you think your business would rate your IT org in providing quality, timely support (5=highest)
19Axios |
1 – Ad-hoc. Occasional, not consistent, not planned, disorganized2 – Repeatable. Intuitive, not formalized, only certain processes adopted 3 – Defined. Documented, evaluated occasionally, understood4 – Measured. Well-managed, formal, some process automation, evaluated frequently5 – Optimized. Continuous improvement, proactive, automated
Service Catalog© Pink Elephant, 2013 All Rights Reserved. ITIL® is a Registered Trade Mark of the UK Cabinet Office 20
Thank You