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SESSION 203Monday, October 20, 11:30 AM ‐ 12:30 PM
Track: The Beginner's View
Implementing a Service Catalog Users Will Love Robert Stroud VP, Strategy and Innovation, CA Technologies [email protected]
Session Description
End users today have particular expectations: They expect to get what they want, when and where they want it. They expect to engage in a user‐friendly way with social media, and they expect full transparency across these interactions. The challenge for enterprise IT is keeping up with the needs of their end users, defining services not only in the businesss terms but also in their end users language of choice, and delivering those services where, when, and how they are needed. The value lies in publishing services with full cost/price and SLA transparency, and provisioning them automatically. In this session, Rob Stroud will present five steps to effectively implementing a service catalog end users will love.
Speaker Background Robert Stroud, VP of strategy and innovation at CA Technologies, is dedicated to the development of industry trends and strategies, and the communication of industry best practices. Robert is a former VP on the ISACA board, and he also served on the ISACA Strategic Advisory Council, leading the ISACA ISO Liaison subcommittee and COBIT steering committee. He’s the author of several standards publications, including COBIT 4.0, 4.1, and COBIT 5, guidance for Basel II, and multiple mappings of COBIT to various frameworks and standards.
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SESSION 203: IMPLEMENTING A SERVICE CATALOG USERS WILL LOVE
Robert E Stroud CGEIT CRISC VP Strategy & Innovation CA Technologies
International President, ISACA @robertestroud
SESSION 203: IMPLEMENTING A SERVICE CATALOG USERS WILL LOVE
End users today have particular expectations: They expect to get what they want, when and where they want it. They expect to engage in a user-friendly way with social media, and they expect full transparency across these interactions. The challenge for enterprise IT is keeping up with the needs of their end users, defining services not only in the business’s terms but also in their end users’ language of choice, and delivering those services where, when, and how they are needed. The value lies in publishing services with full cost/price and SLA transparency, and provisioning them automatically. In this session, Rob Stroud will present five steps to effectively implementing a service catalog end users will love.
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Robert E Stroud CGEIT CRISC International President ISACA
• Vice President Strategy & Innovation CA Technologies
• Futurist, Author, Public Speaker & Industry GeeK
• 15 years Banking
• Contributor to numerous industry frameworks, standards and good practices
• Former Director itSMF International & itSMF USA
• @RobertEStroud
Please do keep mobile devices on during this session!
@RobertEStroud
Source: http://www.securedgenetworks.com/secure-edge-networks-blog/bid/84023/10-Ways-Mobile-Device-Management-Can-Help-Your-School
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• 408 million emails sent
• 112,000 hours of music streamed
• 40 million photos viewed
• 7TB of logs collected at Facebook
• 200,000 tweets…. 2
• 12 million Facebook pages viewed
• 4 million Google searches
• 6 million Flickr uploaded
The last 2 minutes…..
Technology transforming business models
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www.geek.com
Technology transforming retail in new markets
Technology Focus
Customer Focus
Business Focus
Value Network Focus
LOW
HIGH
Operations value
Bu
sin
ess I
nfl
uen
ce
Service Focus
Changing Role of IT
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Service Catalog
• Service Catalog is the vehicle for defining, prioritizing and marketing Technology powered business
• Communicates to all stakeholders the “Value of IT”
Managing the Business of IT
• Services and their link to IT systems
• Customer relationships and agreements
• Financials (service)
• Single point of contact for all demand
Service-Centric View
Service Catalog
• Identifies ALL services offered
• Reflects default levels of service for majority of organization
• Master repository for differing levels of service
• Doesn’t require an SLA for each customer
• Directly accessible by the customer\consumer
• Non-technical
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Views Into The Service Catalog
Service Catalog
End User
• What can I procure?
• What is included?
• Timeframe?
Service Level Manager / IT View
• What do I offer?
• What are the options
available?
• What are my key metrics?
Business Consumer
• What services am I using?
• What am I receiving?
• What is my spend?
Service Breakdown Structure – an examples
Business
Service Bundle
Business
Service
IT Service
Bundle
IT Service
IT Core
Service
Service
Component
Decom
positio
n
LUN
Allocation
WAN
Firewall
Office Email
Web
Servers
Bandwidth
Address List
PDA
Mobile email
LAN
End User
Services
DNS
Storage
Servers
Blackberry
Server
Web Email
Directory
Service
Internet
Routing
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Business Based Service Levels
• Hamburger
– Base cost $5.00
– Extra beetroot
– Extra patty
– Extra cheese
– Extra ……
• Cost: $10.00
• Delivered within 5 mins
• Hygienically prepared
• Staff trained
• Ingredients stored appropriately
Root Beer Float Marble Cake
• Ingredients
– 4 eggs
– 2 cups sugar
– 2 cups flour
– 1 tbs baking powder
– pinch salt
– 1 tsp vanilla
– 2 tsp root beer extract
– 1 cup cream
– 1 stick unsalted butter
• Add the sugar and continue to beat.
• Mix the dry ingredients together and add to the egg mixture. Add the vanilla.
• Heat the cream and butter until butter is melted and hot, but don’t let mixture boil. Add to batter. Beating well while adding.
• Remove half of batter and add the root beer extract. Beat it in well.
• Spoon batters into greased and floured 9″ pans, alternating between batters. When the batter is all in the pans, swirl a spoon through
• Bake at 375 for 20-30 minutes
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Business Relevance
Make Travel Arrangements
Purchasing ServicePriceBook
Purchasing ServicePriceBook
Planning ServiceAssess Options
Planning ServiceAssess Options
Timetable ServiceAccess RouteTimetable ServiceAccess Route
Email ServiceEmail ServiceBackup ServiceBackup Service
Business Processes
Business Services
Infrastructure Services
Configuration Items
Use
Use
Are implemented by
Buy Ticket
Run-Time Objects
Are executed by
Payments ServicePostInvoice
Payments ServicePostInvoice
Report ServiceReport Service
• Analyze your offerings using a top down approach – What line of business are you in?
• Determine how you will provide access – Think from the consumer perspective
• Determine rules and processes – Keep it simple!
• Setting expectations – Know what you can do
• Provide transparency – Business not technical metrics
How do we get there?
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Analyze your offerings using a top down approach
• What does your organization do for a “living?”
• What do your customers / end users think you do?
• What other service providers offerings will be published?
• Create standard templates
• Organization - categories, classifications
• Assemble in a portfolio of offerings
• Key Point – describe what you do in business terms
Determine access, visibility, and publication
• What services will be published
– Enterprise wide
– Department or business unit specific
– Customer or end user
– Based on standard templates
• Where will services be visible
– Native GUI, portal, mobile device
• Expose offerings in a portal
• Security access controls - business unit, role, group
• Key Point – focus on how your users work
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Determine rules and processes
• Request policies - spending limits
• Approval paths, delegations, and escalations
• Fulfillment processes - interface with incident/problem/change
• Provisioning - systems, applications, environments
• Key Point – automate only your simple tasks and approvals in the beginning
Set and communicate expectations
• Communication policies
– Notifications
– Status changes
• Service Levels
– Timeframes for provisioning and fulfillment
– Service contracts
– Appropriate metrics
– Penalties for not meeting SLAs
• Reporting
• Key Point – make sure you know your baseline before setting expectations
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Financial and Billing
• Service offering price
– Flat rate, measured rate, tiered rate
– Price for options and service levels
• Cost allocation policies
– Business or technical allocation of costs
• Consumption calculation
– Business metrics that are appropriate for the service
• Key Point – keep it meaningful and relevant to the business
• Defining each service as a “one off” – Not following standards across the enterprise
• Trying to automate every decision when human experience is necessary, especially in your first phase – Sometimes, you need to rely on “Joe’s” expertise and
automate only a notification
• Creating SLAs without a measurable business goal or purpose – Can metrics be collected, aggregated, and applied to the
specific service?
• Use technical metrics when business metrics are expected – Charge per CPU cycle for a cloud service when an hourly charge
is appropriate
Challenges to Success
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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
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
Benefits of Catalog
• Improve IT/business communication
• Understand IT’s performance on the business
• Enhance process of performing approvals and delivery of service
• Manage expectations of what the business “gets” and at what cost
• Gain Confidence and Control in Service Management
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Summary
• Your Service Catalog: – Identifies 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 – Allows you to “connect”
What Customers Want?
“People do not want quarter-inch drills.
They want quarter-inch holes”
Professor Emeritus Theodore Levitt, Harvard Business School
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THANK YOU
Questions?
@RobertEStroud
SESSION 203: IMPLEMENTING A SERVICE CATALOG USERS WILL LOVE
Robert E Stroud CGEIT CRISC VP Strategy & Innovation CA Technologies
International President, ISACA @robertestroud