Service Catalog Essentials

5 Keys to Good Service Design in Service Catalogs

The Power of a Consistent Service Design Process

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Happy Halloween

DON CASSON, CEO, EVERGREEN SYSTEMS

Don has led Evergreen Systems since its founding in 1997. Over the years he has spoken at conferences, authored white papers and been interviewed for numerous industry periodicals.

Contact: dcasson@evergreensys.com

JEFF BENEDICT, ITSM PRACTICE MANAGER, EVERGREEN SYSTEMS

Jeff manages the ITSM practice at Evergreen and has worked with ITSM tools for 15+ years. Jeff is an active contributor to the Evergreen Blog and Twitter. (twitter.com/JeffSBenedict)

Contact: jeff.benedict@evergreensys.com

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Today’s Agenda

• About Evergreen• 5 Keys to Good Service Design in Service

Catalogs • Evergreen’s User-Centric Self-Service Catalog &

Portal Portal (built on ServiceNow)• Possible Next Steps / Q&A

• 80-person U.S. IT Consulting Firm

• Hundreds of Mid-Market, Fortune 1000

Companies and Public Sector Customers

• Full lifecycle firm with complete ITSM / ITIL

transformation experience• Incident / Problem• Change & Request• Asset & Configuration / CMDB• Service Catalog & Portfolio• SLM & KPIs• Shared Services (HR, Facilities, Acq.)

• Deep BMC / Remedy & HP Service

Manager experience

• Top 5 US ServiceNow Partner

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About Evergreen Systems

Sample ClientsQuick Facts

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Conventional ITSM Thinking Is Wrong

(The Horse is our customer…)

Incident, Problem Change

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Two Useful Guides

13 page dictionary of Services definitions – ITIL & beyond

Taxonomy definitions, best practices and example framework guidance

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Useful Grounding

Customer. Someone who buys goods or services.

Service. A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.

Service Design Package. Document(s) defining all aspects of an IT Service and it’s requirements, through each stage of it’s lifecycle.

ITIL def

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A Service Can Be…

• A lot of complex, individual activities

• Joined together

• From many operating silos

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Why Do Customers Leave?

Why Customers Leave*

• 3% business moved• 5% prefer competitor’s product• 9% price increases• 14% dissatisfied with product /

service

• 31% total

• 69% left because of poor service

* White House Office of Consumer Affairs

How do IT’s Customers Leave?

• Shadow IT• Reduced Budgets• Outsource

“Treat your customers like captives, and one day they will be neither”

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A Service Design Process seems like a lot of work…can’t we just start building services?

What Is the worst that could happen?

UGLYEXPENSIVEINCONSISTENTUNMANAGEABLEREDUNDANT

…AND ABANDONED

Do We Need a Service Design Process?

69%

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CONSISTENTAFFORDABLEREPEATABLEMANAGEABLEREUSABLEEFFICIENTSTRATEGIC

YOUR CUSTOMERSWILL LOVE IT

Benefits of A Good Service Design Process

________________________

Service Design Process Functionality & Components

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Sample Service Design Package

Service Name Virtual Meeting Collaboration - Internal OnlyDescription Provide a virtual meeting environment, which provides both audio and visual interaction

between company team members globally.Customer(s) All Employees or Contractors with an active domain accounts Service Owner Steve ThomasService Manager June SmithFunctional Requirements Microsoft Lync will provide the following functionality: Instant Messaging, IP Audio

Communications, Desktop Sharing and Multiparty Audio\Video\Content SharingCost $10 per enrolled user \ Monthly Internal Chargeback Cost Service Level Objectives \ Agreements 99.5% availability, except during stated monthly maintenance windowOperational Level Objectives \ Agreements Support Teams will engage in P1 - Service Outage troubleshooting within 15 minutes Maintenance Windows 3rd Saturday of each month, from 9:00 pm to 11:59 pm ESTSupport Teams \ Primary Contact Messaging \ Alice Wilson

Windows Server Team \ Sachin GuptaDatabase Team \ Susan PriceNetwork Team \ Alex Tromanski

Service Design Package

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What A Service Looks Like to a Customer

Give the customer enough information to make a self-service decision…

• Name & description• Fit for my use• Who can request it & how• Cost• Quality• Delivery time• What is / isn’t included• Service owner

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Service Design Process - Build Flow

Service Presentation

Service Offer

Service Fulfillment

Service Feedback

Service Hierarchy

Service Catalog / Portal / Mobile

Service Functionality

Offerings Requests Scope

Workflow Approvals Assignments Messaging

Service Status

Service Rating

Service Survey

Service Metrics/KPIs

Service Reporting

Service Dashboards

Individual Service Design Activities

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Constituents of a Service

Customer Experience

Execution Effectivene

ss

Governance & Accountabilit

y

Design From the Customer In, Not IT Out

Design Management Needs In From The Start

Build for the Providers Too or It Will Not Work

Customers

ProvidersManagers

Toolkit: The Service Design Model

A Service Design Model ensures you consider all relevant areas

What it does for you: • Helps communicate the mechanics of a

service end to end• Helps everyone understand the big

picture and their role in it• Breaks "the service and operations

problem” down to bite-sized chunks • Facilitates decision making / trade-offs

as to where and how resources are used

• Key executive / stakeholder and change team communication tool

• Factual approach to expand the debate from tactical to strategic – i.e. from cost reduction initiatives to ‘What are we trying to do for the business?’

Service Design Model

CustomerExperience

Governance &

Compliance

Technology & Support

Roadmap for Change

Business Goals and Strategy

SDM

Resources

Sourcing& Alliances

Assets & Finance

Organization&

Geography

Business Processes

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CustomerExperience

Governance &

Compliance

Technology & Support SOM

Resources

Sourcing& Alliances

Assets & Finance

Organization & Geography

BusinessProcesses

Toolkit: Definitions of Model Elements

The Business Processes factors show the core functions and processes related to how work is executed and delivered

The Organization and Geography factors outline the organizational structure, locations of where activities occur, the sourcing of activities (external vs. internal) and the mechanism by which implementation and changes to the model will be managed

The Assets & Finance factors define which activities are executed where, the scope of the service and the dependencies on specific assets, with financial and accounting considerations

The Technology & Support factors outline the supplications, infrastructure and operations supporting the business

Service Design Model

The Resources factors outline the people implications in terms of skills and behaviours required, the expected headcount distribution and the change implications

The Customer Experience factors link the value proposition to the specifics of the interactions between the customer and the entity

The Culture factors (shadow ring) show the values, norms and beliefs that drive how people in the organization act

Roadmap for Change

The Sourcing & Alliances factors define which activities will be performed within the organization, by other parts of the parent groups and by external parties

The Governance & Compliance factors outline the oversight and management structure and the major compliance activities (external vs. internal) and the mechanism by which the service is monitored and controlled.

Customer Experience

Sourcing & Alliances

Business Processes

Organization &

Geography

Governance &

ComplianceResources

Technology & Support

Assets & Finance

STRATEGYDesign and Roadmap

Customer Strategy

Vendor Strategy

Business Strategy

Governance Strategy

System Strategy

Asset Strategy

ARCHITECTURE Business, Tech &

Support

Components & Integrations

Organization Structure

Organization Structure

Systems & Operations

WORKFLOWS Key Business and

Technology

Customer Workflows

Business Workflows

Governance Audit &

Schedule

System Workflows

ROLESRACI Roles and Responsibility

RACI RACI RACI RACI

PERFORMANCE KPIs/Metrics,

Surveys and Rptg

Customer KPIs

Vendor KPIs

Business KPIs

Geo KPIs Audit KPIsResource

KPIsSystem

KPIsAsset

KPIs

AGREEMENTSOLAs and SLAs

Vendor SLAs

Business OLAs & SLAs

SBU OLAs & SLAs

Management SLAs

Resource SLAs

System SLAs

MONITORING Innovation, Risk

and LifecycleInnovation Risk

Innovation & Lifecycle

Risk Risk RiskInnovation &

LifecycleRisk &

Lifecycle

Service Operating Model

Toolkit: Service Operating Model Framework

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Toolkit: Service Design Factors and Influences

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Example: Service PackageService Name Messaging and Collaboration

CoreServices

EnablingServices

EnhancingServices

Options

Email

Network

Service Desk Support

Service Desk Support 8 x 5 10 x 6 7 x 24 x 365

Server Instant Messaging

Storage System Monitoring

Mailbox Size (Maximum) 2 GB 10 GB Unlimited

Multi-language Spanish French Japanese

Account Administration Information Security

Wireless Devices Lenovo S6000 iPad Air Samsung Galaxy S5 iPhone 5sService Support Level Gold Silver Bronze

________________________Five Keys to Good Service Design

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Provide the customer enough information to make a self-service determination…

• Name & description• Fit for my use• Who can request it• Cost• Quality• Delivery time• How to request it• Service Owner

If everyone owns the service, no one does

KEY 1 – Clear Service Ownership

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KEY 2 – User Experience Matters

Simple Complete Predictive

Leading Beautiful

KEY 3 – To Build (a Service) or Not?

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WorthwhileHigh volume

Highly repetitiveSimple, durable

2-3 solutions meet the 80/20

Value?

Cost & Risk?

Cost to build & maintainDegree of complexityRisk of failure

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KEY 4 – Modular Services as CIs

Build reusable service modules

Combine them to create new services

Manage each service as a configuration item (CI) to give you accountability

A SERVICE

SILO

SILOSILO

SILO

SILOSvcSvc

Svc

Svc

Svc

KEY 5 - Balance Customer & Provider Needs in Design

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Miller’s Number 7 +/- 2

How Many Services? Many & Shallow? Few and Deep?

Evergreen’s Numbers

4 +/- 2

7 +/- 2 7 +/- 2 7 +/- 2 7 +/- 2

Taxonomy to Service

Roadmap for Change

Business Goals and Strategy

CustomerExperience

Governance &

Compliance

Technology & Support SDM

Resources

Sourcing& Alliances

Assets & Finance

Organization&

Geography

Business ProcessesSDM

Use a Service Design Process

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Evergreen’s Employee Self-Service Catalog & Portal

Demo

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MOST VIEWED APP on the SN App Store. Demo our Self Service Catalog & Portal yourself!

One-Day, Private Service

Catalog Workshop

Onsite for only $3,950

Possible Next Steps?

http://www.evergreensys.com30

Request a copy of our Services Definitions Dictionary:

http://content.evergreensys.com/webinar-service-definitions-dictionary-offer-exclusive

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• Questions?• Thank you for your time.

http://www.evergreensys.com/servicenow-service-catalog-services-workshops

Wrap-Up